2013
Bachelor of Science in Information technology
AMA Computer University
More Info About Me
A result and goal-oriented leader with 14 years of multi-expertise in customer service, sales, technical, and quality assurance. With an assertive personality and keen dedication to task completion.
My Skills and Competencies
Customer Service Supervisor
Content Writer
Web Developer
Customer Success Manager
Social Media Management
SEO Specialist
Data Entry
Certificates
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My Experience and Education
2021
-
2022
Majorel Philippines Inc.
(Operations Supervisor)
Oversee and supervise a team of moderators.
● Attends training sessions for new information and training updates.
● Acquire and transfer to the group the knowledge of all tools and associated workflow processes
● Assist in developing and streamlining procedures
● Coach, motivate, reward, and counsel
● Provide quality service to both internal and external customers – online and offline.
● Assist moderators in situations requiring special handling
● Ensure an open flow of communication between members, supervisors, and management.
● Ensure uniform understanding and adherence to policies, procedures, and company programs.
● Supervise and monitor member’s attendance, performance, and productivity
● Prepare and ensure the accuracy of reports.
● Ensure members are continuously kept abreast of operational changes.
● Conduct employee briefings and meetings.
● Assure service level standards are met.
● Monitor system performance and initiate actions to correct system problems.
● Conduct agent observation and provide feedback.
● Assist in the development and tracking of employee incentive programs.
● Ensure completion of departmental duties/task in the absence of subordinates/co-workers
2017
-
2021
RMS Collect Philippines Inc.
(Operations Supervisor)
● Preparing team members to respond to customer questions and complaints and troubleshoot problems with services or
products.
● Ensure that members take the opportunity to upsell services by offering phone upgrades, adding lines of services, and adding mobile
Internet services
● Ensuring members understand and comply with all the objectives, performance standards, and policies.
● Monitors and evaluates team member’s performance
● Provides learning or coaching opportunities using behavior identification and different kinds of coaching techniques
● Identifies creative ways to reduce cost by streamlining processes and systems
● Drives continuous improvement through trend reporting analysis and metrics management
● Offers new ideas and suggestions for improvement.
● Identifies and implements new practices and processes
● Demonstrates a commitment to customer service; anticipates, meets, and exceeds expectations by solving problems quickly and
effectively; making customer issues a priority.
● Exchanges knowledge and information to ensure best practices are shared
● Assist in problem-solving and performs root cause analysis
2014
-
2017
RMS Collect Philippines Inc.
(Quality Assurance Specialist)
● Analyzes call interactions for quality issues and improvement opportunities and make initial recommendations for leadership t o
review
● Identifies potential problem areas and suggests a way to improve leadership
● Identifies problems in straightforward situations, and makes sound decisions using standard procedures
● Communicates an agent's progress to the agent's supervisor
● Facilitates/co-facilitates calibration sessions
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
SEO Specialist
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.