CAREER OBJECTIVES

To secure a challenging and responsible related position where my skills and experience will be of value and allow for professional growth.

WORK EXPERIENCE

Team Manager (April 7, 2017 – Present)

Alorica Inc.

Three Cyberpod Centris EDSA Quezon City

Job Description:

• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching

• Facilitates daily agent coaching and development sessions in both written and verbal format

• Participates in client related activities to include client calibration sessions and project planning

• Identify and address agent training needs

• Manage team’s time entry to ensure 0% discrepancy rate

• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)

• Completion of weekly Team Manager Scorecard for review with Operations Manager

• Diffuse irate customer calls as applicable

• Provide agent support via handling escalated calls, as needed

• Maintain up-to-date employee files and documentation

• Ensure high level customer service is being practiced by all subordinate staff

Resolution Specialist (Subject Matter Expert) (January 2016 – April 6, 2017)

Alorica Inc.

Three Cyberpod Centris EDSA Quezon City

Job Description:

As the first point of contact for technical customer escalations, you will provide direct support for frontline agents to resolve customer cases

•Track and own customer issues with end-to-end ownership through final resolution

•Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner

•Help drive and coach business on Key Performance Metrics

•Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently

•Identify and learn appropriate software and hardware used and supported by the organization

Technical Support Representative – Dell (June 2014 – December 2015)

EGS Corporation

16th Floor Three Cyberpod Centris EDSA Quezon City

Job Description: Handles basic hardware and software troubleshooting for Dell computers including Reset, Refresh and Reinstallation of the Operating system. Hardware changes like reseating parts as necessary and offers hardware replacement for possible faulty parts.