letzap143

CAREER OBJECTIVE Seeking a position in management where communication and people – management skills can be developed and an organization that foster career growth of it’s people and promotes a high social and moral obligations. EMPLOYMENT BACKGROUND Supervisor (January 2008 - Present) Teleperformance (Telephilippines Inc.) Epson Account – January 2008 – June 2008 [login to view URL] Account – June 2008 - Present • Supervises 12-15 agents. Tier 1 and Tier 2. • Coaches agents how to handle a call or email properly based on the Quality assurance attributes. • Coaches agents about the account’s policies and procedures to ensure our customer’s concerns will be addressed properly. • Drives issue resolution and excellent customer service to meet the customer’s satisfaction. • Monitors agents’ performances by reading their emails and listening to their calls to gauge their improvement. • Ensures that all of my agents are updated with the changes with work policies and procedures. • Consistently updating my agents about their scores and discusses how they can reach the goal. • Drives perfect attendance. • Regularly checks attendance and agents’ performance to ensure that they will receive their incentives and complete pay before the cut off. • Does ELP in a power point presentation weekly for the whole department of customer care. • Creates and submits the time sheet of all supervisors to the accounting department in every cut off. • Handles escalated calls. • Reviews and submits Customer Satisfactions reports monthly. • Reviews and submits applied refunds report monthly. Technical Support Representative (February 2007 – January 2008) Teleperformance (Telephilippines Inc.) 9th Floor Philippine Stock Exchange Bldg Ortigas Center, Pasig city 1605 • Assigned in Epson Account. • Troubleshoots printer issues of customers on the phone. • Answers customer’s email on how to fix their printer or printing issues. • Handles call escalations. Technical Support Representative (May 2006 – February 2007) Teleperformance (Telephilippines Inc.) 10th Floor Philippine Stock Exchange Bldg Ortigas Center, Pasig city 1605 • Assigned in Verizon Account. • Troubleshoots internet and networking issues of customers on the phone. Executive Assistant/Team Leader (September 2005 – May 2006) International Pacific Marketing Alliance Corporation 8th Floor RCI Bldg Rada Street Legaspi Village, Makati City 12000 • Assigned in U.S. Time sharing account. • In charge of daily monitoring of sales for each agent. • Provides motivational activities and training. Senior Call Center Agent – Outbound (June 2005 – September 2005) International Pacific Marketing Alliance Corporation 8th Floor RCI Bldg Rada Street Legaspi Village, Makati City 12000 • Telemarketer assigned in U.S. Time sharing account. • Does outbound calls every shift to get a client to attend the presentation. Call Center Agent – Outbound (April 2005 – June 2005) SureConnect Inc. 14th Floor Vernida IV Bldg 128 Leviste St. Salcedo Village, Makati City • Telemarketer assigned in U.S. Time sharing account. • Does outbound calls every shift to get a client to attend the presentation. Shop Facilitator (March 2004 – April 2005) Z@P Internet Café Pacita Complex 1, San Pedro, Laguna • Cashier • In charge of customer assistance and maintenance of the computers. Secretary / Sales Consultant (February 2003 – March 2004) Elohim Motorcycle Parts San Antonio, San Pedro Laguna • In charge of customer assistance. • Round up check of company files, accounts, products and operations. • Credit Investigator for clients who want to buy motor parts consignment. Sales Consultant (July 2001 – February 2003) Ohms Electronics Center Mabini St. San Pedro, Laguna • In charge of customer assistance and sales. SKILLS Computer literate. Knowledge in Computer networking and Microsoft Office Applications. EDUCATIONAL BACKGROUND College Computer System Design and Programming (2004) AMA Computer Learning Center, San Pedro Laguna Secondary National Educational Testing and Research Center (2000) Department of Education Culture and Sports Elementary Emmanuel Christian School (1996) Sta. Rosa, Laguna