Amerizen Roman
Abu Dhabi,United Arab Emirates
Summary
Results-driven professional in call center operations and ticketing systems, leveraging CRM and customer databases to enhance service delivery. Skilled in data reporting and performance analysis with Power BI, focusing on KPI tracking and workflow automation. Experienced in process improvement and complaint management, driving initiatives that boost customer satisfaction and business efficiency.
Overview
1
1
Language
10
10
years of professional experience
Work history
Senior CRM Specialist
Porsche Service Center – Ali & Sons Holding LLC
Abu Dhabi, United Arab Emirates (UAE)
09.2024 - 07.2026
- Collaborate with Customer Care, Aftersales, Sales, Marketing, and IT teams to gather business requirements and implement CRM enhancements aligned with operational objectives.
- Develop automated dashboards and performance reports using CRM and business intelligence tools, reducing manual reporting efforts and enabling data-driven decision-making.
- Managed customer interactions across phone, email, web inquiries, and CRM case management to ensure timely resolutions and uphold exceptional service standards.
- Handled inbound call centre operations and back-office CRM functions, managing customer cases from creation to resolution while maintaining accurate case documentation.
- Provided CRM system training and user support, promoting best practices to increase user adoption across business functions.
- Coordinate with internal IT teams and external vendors to resolve system issues, support feature enhancements, and maximize CRM platform capabilities.
Guest Service Agent
Pixoul Gaming
Abu Dhabi, United Arab Emirates (UAE)
09.2022 - 08.2024
- Delivered exceptional frontline guest services in an indoor theme park, assisting local and international visitors with inquiries, attraction information, bookings, ticketing, and general assistance.
- Welcomed local and international guests, fostering a welcoming atmosphere to enhance their overall experience.
- Resolved guest concerns and complaints professionally, delivering tailored solutions to uphold customer satisfaction.
- Explained attraction guidelines, assisted guests with safety procedures, and ensured compliance with park rules and operational standards.
- Managed ticketing, cashier operations, and retail transactions, ensuring accuracy and compliance with cash handling procedures.
- Supported school tours, group visits, and special events by coordinating guest needs and providing guidance throughout their activities.
Customer Service Associate – Technical Support
Sykes Asia Philippines
Manila, Philippines
01.2019 - 12.2021
- Supported high-profile corporate clients by processing service requests, troubleshooting issues, and ensuring timely completion of orders.
- Activated, deactivated, configured, and maintained tollfree numbers and telecommunication services using Verizon's internal systems and tools, contributing to client satisfaction.
- Processed and managed service requests received via email from Verizon's onshore teams and business clients across the United States, ensuring accurate and timely fulfilment.
- Coordinated with internal departments and stakeholders to facilitate seamless service delivery and resolve issues, enhancing overall client experience.
- Monitored service requests and ensured compliance with established service level agreements (SLAs) and operational standards.
- Maintained accurate documentation of customer interactions, service requests, order updates, and account modifications using Verizon CRM and internal systems.
Customer Service Associate
Alorica Philippines
Manila, Philippines
02.2016 - 01.2019
- Managed 80–100 customer interactions per day while consistently meeting SLA and quality targets.
- Achieved 95%+ customer satisfaction (CSAT) while supporting international customers.
- Maintained strong attention to detail and organisational skills while managing high-volume customer interactions.
- Processed orders and service requests via email for Verizon's onshore teams and business clients across the United States, ensuring timely fulfilment.
- Coordinated activation, deactivation, configuration, and maintenance of toll-free numbers and telecommunications services to support customer needs.
- Collaborated with cross functional teams to resolve complex service issues and minimize operational disruptions.
Education
Bachelor of Hotel Management - Hotel Management
Philippine Merchant Marine School
PhilippinesSkills
- CRM databases
- Power BI expertise
- KPI performance analysis
- Workflow automation
- Process improvement
- Data tracking
- Call centre management
- Complaint management
- Booking systems
- Professional communication
Languages
English
Timeline
Senior CRM Specialist
Porsche Service Center – Ali & Sons Holding LLC
09.2024 - 07.2026
Guest Service Agent
Pixoul Gaming
09.2022 - 08.2024
Customer Service Associate – Technical Support
Sykes Asia Philippines
01.2019 - 12.2021
Customer Service Associate
Alorica Philippines
02.2016 - 01.2019
Bachelor of Hotel Management - Hotel Management
Philippine Merchant Marine School