Education

2002-2006; Graduated Bachelor of Arts & Science in Nursing at COLEGIO SAN AGUSTIN, BACOLOD CITY

Experience

JULY 2019 - PRESENT Emergency Room Nurse at • Adventist Medical Center – Bacolod, Inc.

AUGUST 2017 - JULY 2019 Medical Ward/Staff Nurse at • Adventist Medical Center – Bacolod, Inc.

December 2016 – June 2017 Team Leader/Supervisor – CSR II at • Ubiquity Global Services – Bacolod

Responsibilities: Being a team leader for Tier 2, the primary goal is to be able to build a strong foundation of leadership to a selected group of agents who are more developed than the Tier 1. These group of people are chosen to take escalated calls because of their sense of maturity when it comes to call handling and decision making. Furthermore, as a Team Lead to this group, you should be able to showcase a very strong personality that would set as an example to them in their aim to grow with the company. More than developing people, a Tier 2 Team Lead are responsible in analyzing reasons for escalations, factoring in human error and process related. Upon analysis of the given information, you should be able to establish strategies that would lessen future escalations focusing on call handling and profiling. The greatest challenge here lies is to be able to change your customer’s perception.

June 2015 – November 2016 Team Leader/Supervisor – CSR I at • Ubiquity Global Services – Bacolod

Responsibilities: Being a team leader, you handle a group of people and work with them in reaching their metrics and the team as well. You are the company’s way of motivating the agents to value their job and encourage them for self-improvement or career movement. I am also tasked to address any kinds of concerns that will promote improvement of the services offered. Also, I am tasked to demonstrate optimism to be able to move my team and ensure that we are sharing the same goal.

May 2014 – June 2015 Customer Service Representative at • Ubiquity Global Services – Bacolod

Responsibilities: Being an HVC (High Valued Customer) Associate, I was task to assist customers exceeding that of a regular Tier 1 Agent. Having the capacity to send email directly to the Corporate office of Rushcard (Prepaid Debit Card) and be able to provide exemptions for cardholders in regards to their card activity and be able to provide out of the way customer service assistance. Given the administrative task as well to be able to provide product knowledge to new service representatives.