Kristine C. Parco

Email: [email protected]

Mobile: +639178936984

Career Objective

To utilize my knowledge and skills in data analysis for an organization that would provide professional growth and recognize one’s true value.

Qualifications

·        Experienced: Customer service for a combined 5+ years to date in a utilities account.

·        Systematic: Plans ahead to ensure an efficient work flow throughout the day.

·        Persistent: Firmly endures challenges while striving hard to overcome and surpass problems.

·        Optimistic: Always sees the brighter side of a situation while taking failures as an opportunity to grow.

Work History

Quality Analyst Apprentice – Telesales Team / AGL (May 2019 – present): Audits and validates sales calls of Outbound Telemarketers in adherence to compliance and process. Attends Bi-Monthly calibration session with AGL clients and monthly internal calibrations session with operations. Supports Telesales agents through Quality Huddle and facilitates QA talks for new team members.

Quality Analyst Apprentice – New Connections Team / AGL (August 2018 – April 2019): Audits New Connections for BPP and process compliance. Attends Bi-Monthly calibration session with AGL clients. Supports NC agents through Quality Huddle and facilitates QA talks for new team members.

Subject Matter Expert – Elite Agent (June 2017 –July 2018) : Pulled out from taking calls to provide product knowledge support for AGL New Connections (Dual Fuel / all sub LOB) and take escalations and case managed accounts.

Customer Service Specialist – AGL Utilities (June 2013- June 2017 ) : Newly hired for an Australian utilities account AGL Movers Team ( June 2013 – December 2013)  Tasked to connect and disconnect Electricity and Gas usage of customers and New Connections ( December 2013 to present) trained to do Outbound and Inbound function, Dual Fuel.

Customer Service Specialist – 24 / 7 Customer Service Inc. ( March 2011 –  May 2013) : Associate who handles enquiries for Small Medium Businesses for an Australian mobile company.

Subject Matter Expert – Tier 3 agents – Telus International Phillipines ( April 2010 to September 2009 ) – Associate who assists enquiries, dispute for a utility company in Texas, USA. Pulled out from taking calls to support/ mentor agents who are struggling in meeting their metrics.

Customer Service Representative – NCO Group Manila- ( June 2008 to August 2009) – Associate who assist customer in placing order online, tracking their packages for a UK-based online shopping website.

Customer Service Representative – Call Matrix Inc- ( April 2007 to June 2008) – Associate who handles enquiries for an Australian phone card company.

Education

Technological University of the Philippines – Taguig Campus

–        Instrumentation and Control Engineering Technology ( 2004 )