EDUCATION
University of the Philippines Diliman (June 2001 October 2007)
BS Civil Engineering
Holy Cross College Sta. Ana, Pampanga (June 1996 April 2000)
High School Diploma Valedictorian

WORK EXPERIENCE
CONVERGYS
Address: SM City Clark, Angeles City
Position: Supervisor (June 2017 – present)
Coach and develop agents to be the best customer service representatives based on clients and companys metrics.
Expected to produce 6 evaluations per agents and provide feedback.
Expected to attend 4 calibration sessions per month
Address: Baguio City
Position: Supervisor (June 2014)
Coach and develop agents to be the best customer service representatives based on clients and companys metrics.
Expected to produce 6 evaluations per agents and provide feedback.
Expected to attend 4 calibration sessions per month
Position: SME Supervisor (March October 2015)
Develop SMEs for promotion
Create materials as part of Developmental Action Plan
Top Team Lead for the Month of May and October 2015
Top Team Lead for Quarter 2 and 3 for 2015
Position: CAP Supervisor (November 2015 – June 2017)
Coach and develop maximum of 20 agents to pass 3 consecutive months
Create a monthly scorecard and send a list of agents who will be enrolled to CAP
Top Team Lead for the month of November, December 2015, March and April 2016.
Top Team Lead for Quarter 4 of 2015

TELETECH HOLDINGS, INC.
Address: Bldg 4, SM City Pampanga, Lagundi, Mexico, Pampanga
Position: Supervisor (February 2011 May 2014)
Coach and develop agents to be the best customer service representatives based on clients and companys metrics.
Expected to produce 6 evaluations per agents and provide feedback.
One-hour phone time each week
Expected to attend 4 calibration sessions per month
Serves as a bridge between the administration and the agents, keeping the latter always informed about new policies and procedures
Expected to be flexible to attend to additional tasks that managers may request to do so
Position: TCC Specialist (July 2010 February 2011)
Supervise new hired agents in their first month on the production floor with regards to their escalated calls and product inquiry.
Expected to produce two out of four evaluations that will determine if the new hired agents will be endorsed to production.
Coach the new hire agents once every week based on their pre-determined strengths and weaknesses
One-hour phone time each week
Expected to attend 3 calibration sessions per month
Position: Senior Representative (January 2009 Present)
Frontline employee for escalated calls or attends to customers who are asking for supervisors and anyone higher than the representative.
Coach agents to achieve designed metrics.
In-charge of the team in absence of Team Lead.
Attend monthly calibration of quality scoring.
Real-time monitoring of agents call handling and call behaviors.
Position: Customer Service Representative (July 2008 January 2009)
Frontline employee in one of the US leading wireless service providers that handles customers general inquiries in billing, promotions and account maintenance.
Act as a Technical Care I that handles basic troubleshooting and common procedures of handsets.
Expected to meet metrics designed by the client monthly in performance and attendance.