2017
BS Psychology
University of Perpetual Help Laguna
A Snapshot of Me
Hi, I’m Roselle ‘Selle’ Ilagan, based in Muntinlupa City, Philippines. I'm a customer support and operations specialist with over 9 years of experience in banking, insurance and healthcare accounts. I help businesses manage customer communications, streamline support processes and maintain high customer satisfaction.
I've handled high-volume email, chat and phone support, audited hundreds of customer interactions monthly and provided coaching that improved team performance and quality scores.
I specialize in:
- Customer Support (Email, Chat, Phone)
- Inbox and Ticket Management
- Quality Assurance & Call Auditing
- CRM & Case Management
- Process Improvement & Customer Experience
I'm reliable, detail-oriented and experienced in fast-paced environments where accuracy and customer satisfaction matter.
My Skills and Competencies
Research Tasks
Social Media Assistance
Admin Support
Email and Chat support
Data Entry Specialist
Customer Support
Call Auditing/Monitoring
Certificates
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My Experience and Education
2025
-
2026
Wells Fargo Philippines
(Customer Service Associate)
Managed 60-80 daily customer inquiries related to banking accounts via phone and online channels. Maintained high customer satisfaction in a fast-paced environment.
2022
-
2025
Accenture
(Call Auditing Analyst)
Audited 250-300 customer interactions monthly (calls and emails). Delivered actionable feedback and coaching to improve service quality and compliance.
2019
-
2022
AIG
(Customer Service Representative)
Provided customer support for insurance products and services. Addressed policy-related concerns and general inquiries.
2017
-
2019
Hinduja Global Solutions
(Clinical Intake Specialist)
Handled 40-60 daily calls related to healthcare authorizations. Reviewed insurance details and pre-authorization requirements. Ensured accurate data handling and compliance.
My Services
Quality Assurance & Call Monitoring
Provided call auditing services to improve customer service quality and team performance.
Customer Support
With 9+ years in BPO, delivers quality customer service with consistent strong NPS results and KPI performance.
Data Entry Specialist
Highly skilled in handling large volumes of data with a strong focus on accuracy, consistency, and efficiency.