Education

College undergraduate | 2008-2014 | philippine normal university
Course: Bachelor of Secondary Education
Major: English
Specialization: Special Education
Experience
TEAM LEADER / PROCESS TRAINER | concentrix | AUGUST 2018 – PRESENT
ACCOUNT: Transurban NA
Train new and existing agents
Create modules for refresher sessions either specific to process or communication skills
Client-facing meetings (whenever clients are on site)
Weekly QA calibration sessions with T&Q, Operations and clients
Weekly FCR calibration sessions with T&Q and Operations
Train managers – new hire, cross-skill, up-skill, refresher
Validate transfers made by agents if within process
Weekly touch base with clients regarding process and stats
Weekly coaching sessions with one-downs
Propose and conduct engagement activities
Handles and provide support to three (3) LOBs: Voice, Email and Court
Process trainer | concentrix | APRIl 2018 – AUGUST 2018
ACCOUNT: Transurban AUS
Train new and existing agents
Create modules for refresher sessions either specific to process or communication skills
Client-facing meetings (whenever clients are on site)
Weekly QA calibration sessions with T&Q and Operations
Weekly FCR calibration sessions with T&Q and Operations
Train managers – new hire, cross-skill, up-skill, refresher
Validate transfers made by agents if within process
Process trainer | concentrix | August 2017 – APRIl 2018
ACCOUNT: Uber
Train new and existing agents
Create modules for refresher sessions either specific to process or communication skills
Come up with process maps to roll out to agents
Client-facing meetings (whenever clients are on site)
Weekly call with clients over the phone for updates
Weekly touch base with assigned teams for updates and Q&A
Daily SBS session with focus agents
Weekly coaching session with focus agents
Process trainer | CONCENTRIX | september 2016 – August 2017
ACCOUNT: TripAdvisor
Train new and existing agents
Create modules for refresher sessions either specific to process or communication skills
Come up with process maps to roll out to agents
Client-facing meetings (whenever clients are on site)
Weekly call with clients over the phone for updates
Generate quality weekly and monthly business review reports for Operations and Clients
Handles client escalation. Both coaching the agent and calling the customer to fully resolve the concern
Answer calls and emails (2 hours per week) to retain product knowledge
Weekly touch base with assigned teams for updates and Q&A
Senior Quality Analyst | CONCENTRIX | February 2015 – September 2016
ACCOUNT: TripAdvisor

DSAT scrubbing and analysis
Evaluates tickets and phone transactions with coaching for each of the transactions evaluate
Face to face calibration with clients whenever onsite
Weekly client calibration sessions via BlueJeans
Generate Quality weekly and monthly business review reports for Operations and Clients
Handles client escalation. Both coaching the agent and calling the customer to fully resolve the concern
Answer calls and emails (2 hours per week) to retain product knowledge

Senior Quality Analyst | CONCENTRIX | september 2014 – february 2015
ACCOUNT: Uber

Evaluates ticket transactions with coaching for each transaction evaluated
Face to face calibration with clients whenever onsite
Weekly calibration with Ops
Weekly touch-base with assigned teams for updates and Q&A
Send EOW report to Team Leads and propose action plans as to how performance can be improved
Generate Quality weekly and monthly business review reports for Operations and Clients
Handles client escalation. Both coaching the agent and calling the customer to fully resolve the concern

CSR/TSR | concentrix | August 2013 – Septemeber 2014
ACCOUNT: General Motors
Answer calls (average of 47 per day)
Provide troubleshooting steps to customers over the phone
Set up appointment with dealership
Send emails to customer experience managers at the dealership
Call customer back until issue is resolved
Come up with business case for customer assistance

CSR/TSR | convergys | November 2012 – August 2013
ACCOUNT: General Motors
Answer calls (average of 47 per day)
Provide troubleshooting steps to customers over the phone
Set up appointment with dealership
Send emails to customer experience managers at the dealership
Call customer back until issue is resolved
Come up with business case for customer assistance

Sales Specialist | results | September 2012 – October 2012
ACCOUNT: Affinion

Introduce product
Sell benefits of the product
Explain promotions
Sign customer up

CSR/TSR | Sykes | November 2011 – August 2012
ACCOUNT: Virgin Mobile Canada
Answer calls (average of 50 per day)
Activate, suspend and deactivate accounts
Explain phone plans and bills
Upgrade plans
Provide troubleshooting steps over the phone

CSR/TSR | egs (formerly nco) | November 2010 – august 2011
ACCOUNT: Cricket
Answer calls (average of 60 per day)
Activate, suspend and deactivate accounts
Explain phone plans and bills
Upgrade plans
Provide troubleshooting steps over the phone
Create ticket for endorsement to T2