Roel Joseph Sala

About the Candidate

CONTACT
Email: [email protected]
Mobile: +639933947242
Linkedin: https://www.linkedin.com/in /rjsala/
PROFESSIONAL SUMMARY
Over 10 years of experience in a fast-paced call center environment. Exceptional communication,
problem-solving, and conflict resolution/de-escalation skills. Customer-focused and calm under pressure.
Trained in diagnostics and advanced troubleshooting techniques.
SKILLS
● Zendesk ● CRM ● DNS ● Intercom ● Complaint Resolution ● Critical Thinking Skills ● SaaS ●
O365 ● Web Hosting ● Troubleshooting and diagnosis ● Jira ● Salesforce
WORK HISTORY
Aryeo (Later aquired by Zillow)
Customer Support/Technical Support Specialist (Independent Contractor)
March 2023 – September 2025
● Field inbound calls and assist customers in resolving issues regarding the software.
● Research, respond to, and resolve customer requests and issues via email and chat.
● Perform troubleshooting of products and embedded partner applications with both technical and soft skills.
●Reproduce customer issues, determine user-error vs bugs and submit to engineering for further review.
●Train New-hires and ensure that they are well equipped with the needed knowledge to become successful in
the role.
●Monitor and audit calls and ticket of newly hired agents ensuring that they are calibrated and will meet all
quality parameters.
●Act as a subject matter expert to support newly hired agents.
Hostaway
Technical Support Specialist (Independent Contractor)
Feb 2022 – Oct 2022
● Tend to clients who uses our Property Management Software
● Determine bugs and issues for clients who uses our PMS
● Assist clients with property management (Airbnb, Booking.com,VRBO,TripAdvisor)
● Communicate through Zendesk and resolve their concerns regarding the product
IBEX Global Solutions Inc.
GoDaddy Inbound Sales & Support
Feb 2021 – Dec 2021
● Provide consultation to customers regarding new products and services that will help
their businesses succeed.
● Field inbound calls and exhibit the behaviors of WOW throughout the entire interaction.
● Offer resolution within our scope of support (SOS), providing direction for third party
resolution or consultation regarding a paid solution, as appropriate.
● Troubleshoot GoDaddy products as needed in order to deliver stellar customer service.
● Take full ownership of and provide a thorough resolution to customers.
● Meet metrics that could include but are not limited to Customer Availability, Net Promoter Score, and
New Sales Per Day.
● Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and
prioritize in a high-volume, dynamic environment.
IBEX Global Solutions Inc.

AT&T Wireless Advanced Technical Support
April 2019 – January 2021
● Answer incoming phone calls and provide support to callers experiencing computer problems of all kinds.
Listen to descriptions of customer issues and determine how and if they can be fixed.
● Use information from customers to diagnose tech issues and walk customers through the steps needed to
fix various problems.
● Fix customer’s issue regarding their network service based on what the customer is experiencing.
● Maintained detailed records of daily support activities and resolutions.
● Helped users via telephone to diagnose and triage problems.
● Answered user inquiries regarding computer software or hardware operation to resolve problems.
● Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees
● Responds to customer’s queries regarding their AT&T/DirectTV billing
● Maintain up-to-date knowledge about ATT products and services
IBEX Global Solutions Inc.
AT&T Mobility Sales & Service
August 2017 – March 2019
● Respond to customer queries about ATT services, equipment, promotions, roaming and complex
billings.
● Enhance customer retention and satisfaction by providing outstanding and prompt customer
services.
● Understand customer needs and recommend appropriate products and rate plans.
● Develop innovative ways to sell ATT products and services to customers.
● Handle customer requests for payments, activations, upgrades and other services.
TELUS International PH Inc.
AIRBNB Customer Experience Specialist
February 2015 – July 2017
● Be the first point of contact to handle and resolve customer complaints regarding the listing that
they booked.
● Provide assistance to hosts or property owners regarding their payout.
● Compose thoughtful and accurate messages or customize prepared responses to customer
emails.
● Respond professionally to inbound phone calls, including urgent situations.
● Arbitrate between hosts and guests when an altercation happens using whatever channel
needed. (Calls, email, and messaging)
EDUCATION
June 2012 – March 2016
Bachelors Degree
Bachelor of Science in Business Management Major in Business Administration