VICTORIANO GASTADOR BALIGWAT

Curriculum Vitae

Blk21 Lt10 Deca Homes Baywalk Phase 1, Dumlog, Talisay City, Cebu

[email protected] / +63.933.672.9453

Objective

To take a post that would best suit my qualifications and further develop my skills and potentials for continuous personal and career growth.​

Personal Information

Date of Birth:​​ May 11, 1987

Place of Birth: ​​Bagay, Daanbantayan Cebu

Age:​​ 30

Sex:​ Male

Height:​​ 5’3”

Weight:​​ 62 kg

Civil Status: ​​ Single

Nationality:​​ Filipino

Language(s) Spoken: ​ English, Filipino

Educational Background

Tertiary            Bachelor of Secondary Education – Major in General Science

S.Y. 2004-2008

CEBU INSTITUTE OF TECHNOLOGY – UNIVERSITY

N.Bacalso Avenue, Cebu City, Philippines

​

Secondary ​  ​    S.Y. 2000-2004

DON VICENTE RAMA MEMORIAL NATIONAL HIGH SCHOOL

Basak, Cebu City, Philippines

Elementary       S.Y. 1994-2000

PUNTA PRINCESA ELEMENTARY SCHOOL

​ Punta Princesa, Labangon, Cebu City, Philippines

Work Experiences:

TECHMAHINDRA VCUSTOMER || June 2015 – Present

Sr. Quality Associate || Verizon / Episource / Target

• Responsible for monitoring and evaluating agents’ recorded calls both Onshore and Offshore agents based on client’s policies and procedures using the Client-mandated Quality Evaluation worksheet.

• Collates and prepares production output though weekly and monthly performance reports and review decks.

• Maintains a consistent and regular communication with the Leadership team to support strategic planning and performance analysis sessions.

• Facilitates QA Talks for New Hire agents and Process Refreshers.

• Generate process maps and initiatives.

• Conducts coaching, facilitates team huddles and call listening sessions with agents, leaders to identify strengths and areas for improvement.

AMEERATEL INC. || March 2015 – June 2015

Outbound Sales Agent / LifeRun Alert

• Responsible for taking outbound calls to generate quality sales.

• Customer education on service offers and promotions and process sales transactions.

Etelecare Global Solutions/Stream Global Services / Convergys Philippines Inc.

|| November 2008 – March 2015

Quality Professional || August 2012 – March 2015 || Intuit QuickBooks (Online Payroll Services)

• Responsible for monitoring and evaluating agents recorded calls based on client’s policies and procedures using the Quality monitoring worksheet.

• Assess call documentations entered into the client’s account database for accuracy.

• Collates and prepares team’s production output though weekly and monthly performance reports.

• Maintains a consistent and regular communication with the Leadership team to support Strategic planning sessions and program audits with required documents and requested calls.

• Supports the Operations team in retrieving calls for legal purposes.

• Plans and organizes rewards and recognition projects for agent’s and team’s performance.

• Conducts coaching, facilitates team huddles and call listening sessions with agents to identify strengths, weaknesses and areas for improvement.

• Facilitates QA Talks for New Hire agents and Process Refreshers.

• Leads and guides the Quality team as a Team Lead – POC for implementing activities, planning strategies and consults with the Quality management on process improvement to ensure consistency in delivering required deliverables mandated by the client.

Customer Service Representative || November 2011 – August 2012 ||

Intuit QuickBooks (Payroll Services)

• Takes inbound calls on direct deposit concerns.

• Provides support and resolve customer’s payroll and tax issues.

Subject Matter Expert / Sales Specialist (TSR 3) || December 2010 – November 2011 || Intuit QuickBooks (Payments Services)

• Takes escalation calls on sales related issues and process customer purchases.

• Facilitates coaching sessions with agents and engage in meetings with team managers.

• Prepares and provides weekly and monthly program sales performance reports directly to the client.

• Conducts team huddles and product cascades on sales related concerns.

• Organizes rewards and recognition projects for agent’s and team’s performance.

Technical Support Representative (TSR 2) || November 2008 – December 2010 || Intuit QuickBooks (Pro-Premier Accounting Software)

• Universal Agent (Installation, Technical Support, Business Application) who provides installation assistance, technical help and accounting problem remedies.

• Provides client support and technical issue resolution.

• Identifies and corrects product and services issues on customer’s accounts

CONVERGY’S PHILIPPINES INC || May 2008 – November 2008

Customer Service Representative || Sprint

• Responsible for responding to customer inquiries and resolving customer issues.

• Handles billing and account complaints which generally must be handled in accordance with strict company policies.

• Provides basic troubleshooting steps on phone issues of customers.

• Customer education on service offers and promotions and process sales transactions.

Skills and Competencies

• Computer literate: Technically proficient in Microsoft Word, Excel and Power Point Presentation.

• Good in interpersonal and communication skills.

• Capable of organizing projects due to trainings gained from various experiences.

• Performed compliance audits.

• Strong attention to details and accuracy.

• Works well under pressure with less supervision.