With 7+ years in the BPO industry and 2 years as a Virtual Assistant, I bring proven leadership and analytical expertise to drive digital transformation and client success.
I am a disciplined and empathetic professional currently transitioning into real estate analytics. My career has been built on a foundation of leadership, client support, and continuous learning.
With over 7 years in the BPO industry at Sutherland Global Services, I've honed my skills in team management, quality analysis, and process improvement. My 2 years as a Virtual Assistant have given me invaluable experience in remote coordination and digital tool proficiency.
I believe in clarity, care, and maintaining a growth mindset in everything I do. My approach combines analytical thinking with genuine empathy for clients and team members alike.
Bachelor of Science in Fisheries
Bicol University, Legazpi City (2016–2017)
Diploma in Fisheries Technology
Bicol University, Legazpi City (2010–2016)
I believe in clear communication and transparent processes that drive results.
Empathy and genuine concern for clients and team members guide my approach.
Continuous learning and adaptation are essential for personal and professional success.
Current Position
Sutherland Global Services, Legazpi City
Remote Support Specialist
Sutherland Global Services - Leadership Role
Leading teams to success through mentorship and strategic guidance
Delivering exceptional customer experiences through clear communication
Creating comprehensive reports and conducting thorough quality audits
Streamlining schedules and communications for optimal productivity
Optimizing business processes through technology solutions
Building relationships and driving revenue through exceptional service
Providing analytical support and coordination for real estate operations
Quickly adapting to new technologies and changing business needs
Complete social media strategy and management to boost your online presence and engagement.
Strategic Facebook advertising campaigns designed to maximize your ROI and reach your target audience.
Accurate and efficient data entry services to keep your business information organized and accessible.
Engaging content creation that connects with your audience and drives meaningful results for your business.
Simple financial management solutions to keep your business finances organized and transparent.
Comprehensive design support to enhance user experiences and create intuitive interface designs.
Sutherland Global Services • 2019-2021
Led a comprehensive process improvement initiative that significantly enhanced customer satisfaction by 25% and reduced operational errors by 40% through systematic analysis, team training, and workflow optimization.
Results: 25% ↑ Customer Satisfaction, 40% ↓ Errors
Virtual Assistant Role • 2021-2022
Developed and implemented a comprehensive client retention strategy that resulted in a 30% increase in repeat bookings through personalized communication systems, follow-up automation, and customer journey optimization.
Results: 30% ↑ Repeat Bookings, 95% Client Satisfaction
Travel Account Management • 2021-2022
Streamlined guest communications and property coordination processes for multiple vacation rental properties, resulting in improved guest satisfaction scores and 35% more efficient operations through digital workflow implementation.
Results: 35% ↑ Efficiency, 4.8/5 Guest Rating
Freelance Digital Marketing • 2021-2022
Curated and managed comprehensive video content strategy for multiple clients that significantly boosted engagement rates by 40% through strategic content selection, scheduling optimization, and audience analysis.
Results: 40% ↑ Engagement, 50K+ Views
Hear from clients and colleagues about their experience working with me.
"Rowel's attention to detail and proactive communication made our property management so much smoother. He anticipated needs before we even knew we had them and increased our booking efficiency by 30%."
Property Manager
"Working with Rowel was a game-changer for our team. His leadership style brought out the best in everyone and our quality metrics improved by 25%. He's the kind of leader every team needs."
Team Lead, Sutherland
"Rowel's analytical approach to content curation helped us increase engagement by 40%. His strategic thinking and attention to detail are exceptional. Highly recommend his services!"
Marketing Director
Continuous learning and professional development achievements that enhance my expertise.
Sutherland Global Services
Advanced training in team management, quality assurance, and process optimization for BPO operations. Comprehensive leadership development program.
Professional Development
Comprehensive training in remote work tools, client communication, digital workflow management, and virtual team coordination best practices.
Online Learning Platform
Foundation in data analysis, reporting, business intelligence, and statistical analysis with specific applications for real estate market research.
Industry Certification
Advanced customer relationship management, service delivery optimization, conflict resolution, and customer retention strategies.
Professional Training
Core principles of real estate operations, market analysis, property management support, and investment analytics for the real estate industry.
Lean Six Sigma
Methodology for identifying inefficiencies and implementing systematic improvements in business processes, workflow optimization, and quality management.
Thoughts on leadership, virtual assistance, and industry trends from my professional experience.
Discover how empathy-driven leadership can transform remote team dynamics and boost productivity in virtual environments. Learn practical strategies from 7+ years of BPO leadership experience.
Read MoreLearn how analytical thinking and data interpretation can revolutionize real estate investment strategies and client outcomes. Insights from transitioning into real estate analytics.
Read MoreEssential tools and techniques for optimizing virtual assistance operations and delivering exceptional client value. Proven strategies from 2+ years of VA experience.
Read MoreCommon questions about my services, experience, and working approach.
Ready to collaborate? I'd love to hear about your project and discuss how I can help you achieve your goals.
4211 Zone 2 Bacolod, Tabaco City, Albay, Philippines
0991-743-2007
whezelasnog35@gmail.com