Janice Mae Mopas

025-A Bayabas Street, Antonio Subdivision, Dalandanan, City of Valenzuela City 1443
Philippines Phone/09999090607
Email: [email protected]

Janice Mae Simsuangco Mopas

Objective To widen my knowledge in any industry and to be part of a company which I can improve my skills & abilities.
Education June 1999 – March 2003 Our Lady of Fatima University City Of Valenzuela
Bachelor Of Science In Computer Science
March 2006 – October 2006 VGB Center for Training & Development Corp. Quezon City
Live-In Caregiver Program with NC II Certificate for Caregiving

Awards received
Most Valuable Employee for Sales & Marketing Department 2004 – Microbase, Incorporated
Rookie of the Year for Sales & Marketing Department 2004 – Microbase, Incorporated

Work Experience
June 30, 2018 – Present Kinect Incorporated Quezon City
Trainer/Customer Experience Analyst (Quality Analyst)

• Monitor and observe all customers interactions including but not limited to inbound, outbound, email and live chat interactions to ensue we meet quality standards and expectations
• Monitor all online interactions whether direct or indirect, and provide recommendations to improve our online presence
• Conducts set number of test calls for the analyses of product and process knowledge
• Monitor data integrity of application processing to minimise negative impact to customers
• Provides coaching and constructive feedback for the continual development and improvement of staff knowledge, skills, quality / customer experience and performance for all staff
• Provides constructive feedback to team leads and management for the continual improvement of quality and performance for all staff
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; recommendations for developing new models; implementing changes
• Maintains knowledge and understanding of product and processes by participating in workshop training, and refresher sessions
• Analyse and report on staff performance trends and customer satisfaction ratings / feedback, provide data driven information that can be used to identify areas in need of improvement of design, training, compliance, and operations.
• Facilitates the introduction of new products, processes and procedure to all staff and ensures compliance with service agreements
• Contributes to team effort by accomplishing related results as needed.
• Participates in regular calibration sessions to ensure quality guidelines are being met.
• Processes the requests by verifying, supplying, and or transcribing call recordings for staff.
• Avoids legal challenges of monitoring compliance with service agreements
• Doing administrative work as needed.

January 1, 2018 – June 30, 2018 Kinect Incorporated Quezon City
B2B Data Analyst (Transfers Officer)

▪ Process Market Transactions in accordance with the CATS (Customer Administration Transfer System) and B2B procedures.
▪ Process activities associated with market compliance, meter data, and provision of data to market participants to ensure) in accordance with policies and agreements.(i.e AEMO, Retailers, Customers etc.)
▪ Analyze and resolve issues (including exceptions) relating to the efficient & effective processing of market and billing transactions.
▪ Raising service orders, change requests and processing meter read data.
▪ Liaising with Energy networks for site/meter alteration requests on the behalf of customers.
▪ Actioning internal mailbox related to transfer and customer requests, resolution of inquiries and notifying account managers and support staff of any issues in a professional and friendly manner.
▪ Investigate and resolve escalated and complex complaints, received from internal and external stakeholders
▪ Assist with incoming and outbound calls relating to requests and resolutions.
▪ Liaise with external stakeholders to ensure a professional and positive relationship.

September 1, 2016 – December 31, 2017 Best Contact Centre Solutions, Incorporated Quezon City
B2B Data Analyst (Transfers Officer)

April 27, 2015 – September 16, 2016 Call Matrix Incorporated Quezon City
After Sales Specialist – POC
▪ Responsible in minimizing application and welcome pack errors by conducting thorough verification of all applications.
▪ Conduct Voice Verification calls
▪ Conduct Margin Checking for new applications
▪ Assist Sales staff with any Inbound Enquiries
▪ Conduct Welcome Calls for new sign ups
▪ Responsible in checking NMI in MSAT/ DPI in Putty or to any account provided tools
▪ Responsible in Manual Application Data Entry or updating customer data
▪ Hold Do Not Switch applications – follow up outstanding requirements with sales team
▪ Responsible in checking Business NSW and Business VIC mailboxes
▪ Coordinate with sales and price team for any outstanding contractor meter charges consent forms
▪ Assist other departments where applicable
▪ Monitoring of Import Gas Reads Daily
▪ Handling Gas Disconnection requests
▪ Monitor the service level agreement with the after sales partner and initiate and track orders to completion.
▪ Perform Adhoc Tasks as needed by the Campaign

June 23, 2014 – Dec 10, 2014 Orchid Cybertech Services, Inc. /TPG City of Pasig
TPG ADSL Helpdesk Support
▪ Supporting TPG ADSL Broadband users with regard to their internet issues.
▪ Walk through the clients on how to configure their modem as well as their routers if they do have.
▪ Walk through the customer on how to connect to their modem for both wireless and hardwired connections.
▪ Configuring the settings of the modem itself with a use of tools.
▪ Supporting all suburbs in Australia.
▪ Doing a line test on our end just to make sure that the connection is working perfectly.
▪ Accessing DSLAM to change & refresh the line profile for connection stability.
▪ Endorsing the issue to Engineering Team for dispatch after doing the line test of the customer’s connection.
▪ Supporting slow speed and intermittent connection

April 15, 2013 – June 11, 2014 Sykes Asia Incorporated City of Quezon
CenturyLink Broadband DSL Technical Support
▪ Supporting Centurylink Broadband users with regard to their DSL connection.
▪ Walk through the clients on how to configure their modem as well as their routers if they do have.
▪ Walk through the customer on how to connect to their modem for both wireless and hardwired connections.
▪ Configuring the settings of the modem itself with a use of tools.
▪ Supporting 14 states of the United States of America including Washington.
▪ Doing a line test on our end just to make sure that the connection is working perfectly.
▪ Scheduling an On-Site Technician to check out the client’s outside connection.
▪ Supporting the clients if they do have issues with their connection like slow speed and intermittent connection.

Nov 2011 – Oct 2012 iPlus Intelligence Network Inc. (Smart Icon) City of Makati
iPhone 4S Helpdesk Level 1 Technical Support
▪ Assisting Smart subscribers with their iPhone 4S issues.
▪ Walk through subscribers on how to use navigate and troubleshoot their devices.
▪ Assisting subscribers on how to use and troubleshoot their iTunes software.

Aug 2010 – June 2011 IBM Global Process Services City of Quezon
Non-Voice CCS Melwood Project (Skype)
▪ Doing HR function like screening of the applicants and attending the initial interview with the interviewer and the applicant during floating status for 4 months.
▪ Skype Universal Agent.
▪ Assisting the customer with regard to their Skype billing, account related and technical concerns.
▪ Skype Email and Chat Support.

Sept 2009 – Dec 2009 Teleperformance City of Mandaluyong
Technical Support Representative Verizon Account
▪ Assisting the customer to troubleshoot their connections into the internet
▪ Troubleshooting Verizon’s modem and other Verizon’s network devices through the telephone

June 2008 – December 2008 Xenostar Commercial Corporation City of Valenzuela
Accounting Staff / Accounting Assistant / Office Staff
▪ Assisting the Accounting Supervisor to make a check deposit transaction.
▪ Manages the cash advance/s of both drivers and helpers.
▪ Manages of both drivers and helpers payroll daily and weekly.

January 2008 – June 2008 SISPH Technologies City of Makati
Marketing Assistant / Secretary / Telemarketer / Customer Care
▪ Helps the Marketing Officer whenever the company joins a big event.
▪ Markets the product through the telephone
▪ Directly reporting to the Managing Director
▪ Assisting the Managing Director for scheduled appointments.

February 2004 – Feb 2006 Microbase , Incorporated City of Makati
Sales & Marketing Asst. / Telesales / Customer Care Assistant / HP Product Specialist
▪ The work of a Telesales is selling across all products of the company through the telephone. Building a good rapport with the clients through the telephone. Making cold calls if there is any good opportunity or a big project (good leads).
▪ The work of a Customer Care Assistant is all about the delivery of whether equipments, consumables or software that the customer purchased from the company. The Customer Care Assistant also calls the client if the delivery is complete & if there is any problem regarding the delivery of their order.
▪ The HP Product Specialist is assisting all phone-in & walk-in inquiries regarding across all Hewlett-Packard (HP) products.
▪ Assisting the Marketing Officer whenever the company conducts an event, whether it is a big event or a normal event.
▪ Filing all the Sales record of the department weekly, monthly, quarterly & annually. Making PowerPoint’s presentations for monthly, quarterly & yearly department meetings. Directly reporting to the Sales & Marketing Manager. Doing the entire clerical task for the Sales & marketing Department.

June 2003 – December 2003 Federal land, Incorporated City of Makati
Sales Executive
▪ Selling of condominiums, town houses, house and lot and commercial building.

April 2001 – April 2003 Loville Food Corporation (Greenwich) City of Caloocan
Service Crew (Cashier)
▪ Serving with integrity to satisfy and delight all kinds of customers.
▪ Cashiering. Receiving payments.

Personal Background Born on September 20, 1982 in Sampaloc, Manila. Single. Average both in English and Filipino. Interested in meeting and working with different kinds of people. Proficient in the use of Microsoft Word, Excel, PowerPoint, Adobe Photoshop, and Corel Draw. Self-motivated and a team player. Willing to be trained. Also possesses excellent communication and interpersonal skills and very goal-oriented, sees to it that the most is made out of every endeavor encountered.

Janice Mae Mopas Trainer/Quality Analyst