Education

2007 - 2011 Bachelor of Science in Nursing at Arellano University

Experience

November 13, 2013 to Present Quality Analyst at Teleperformance Philippines

Cyril Jade S Boltiador
Tanza, Cavite, Philippines
Phone no:+63 977 3913 706
Email: [email protected]

Objectives:

To attain employment with International organization in order to enhance core competencies and contribute my work experience and utilize my abilities to achieve goal for future growth. Preferably seeking for Front desk/Receptionist/Admin/Clerical position.

Qualifications Summary
• Ability to communicate clearly, excellent in English language
• Excellent in writing
• Trustworthy and honest
• Ability to handle urgency
• Ability to work in diverse teams
• Flexible in variety of challenging environments and demands.
• Proficient in interpersonal skills and communication skills
• Proven ability to build positive relationships with colleagues and customers
• Willingness to learn and has a high expectations for the result.

Education:
Bachelor of Science in Nursing, BSN
2007-2011
Cavite State University 2007-2009
Arellano University 2010-2011

Licensure:
Registered Nurse (RN), Philippines (PNA)
License No. 0735429

Professional Experience
Company Name: TELEPERFORMANCE PHILIPPINES

Account Handled: Telstra Telecommunication Australia

March 2016 – Present : Complaints Resolution Center

• Responsible for reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses for the Call Center.
• Responsible for facilitating calibration/group sessions regarding our quality program.
• Responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience.
• Responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.
• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

July 2015 – February 2016: Customer Relations Group – Complaints Case Manager
• Highest escalation team – last point of internal communication for resolutions
• Investigate customers account to identify all possible root cause of the issues
• Right planned customers account/services that would suit their needs and that would eliminate overpricing
• Provides intervention to all possible issue-causing activities/usages on their services
• Understand customers state of urgency
• Calling out customer to provide long term solutions to customers account issues

Oct 2014 ~ June 2015 : Customer Complaints Utterance – Subject Matter expert
• Trained new hire agents regarding products and services
• Provides support to agents in answering customers enquiries online and over the phone.
• Trained agents on handling objections to irate customers.
• Provides help to agents to investigate the accounts.

Nov. 2013 ~ Sept. 2014 : Billing Consultant & Sales Agent
• Received Inbound calls
• Provides new plans and prices of products and services on the market.
• Processed online orders and inbound orders of customers.

Company Nurse – Hayakawa Electronics Philippines Corp
• February 20 – June 20, 2012
JNRAL FAMILY CORP. HOSPITAL (MANAS MEDICAL CLINIC)
• October 10, 2012 – April 30, 2013
Computer skills
• Proficient in Word, Excel, Power Point and Internet savvy
• Siebel system