Bachelor of Science in Electronics and Communications Engineering
Bulacan State University
I am 31 years old, a college undergrad and a challenger of circumstance. When I was young, I had a dream job of being an engineer and that is only how far I can see myself in the future. Circumstances changed when my father lost his business and I had to step up early in my life. I learned that some things don’t really go your way and that does not mean you stop. When things happen that do not go my way, I see them as an opportunity for learning and growth which led me to different career paths where I acquired quite a few skills. My dreams changed as I grew in age and in wisdom.
I value service excellence, accountability, teamwork, integrity and open communications which I picked up and practiced in my 9 years of employment with my previous company. Through these values, I was able to help the company build not only a productive environment for my fellow employees but also a healthy and fun place to be.
I am excited in learning new things and applying them in my professional and personal life. I learned a lot in my 9 year stay in the Customer Service industry and most of them are things I still apply in my personal life such as social skills, providing feedback, root cause analysis, goal setting, action planning, and plenty more.
I proactively join extracurricular activities at work that help fellow employees with their work-life balance. In doing so I learned a few tricks such as video editing, photo editing, handicrafts, Logo making, assisting events, and giving back.
I have a habit of reciting all the necessary things I need to bring with me before leaving my home and always smile before taking my first step into the office. I make sure that when I am in the office I am physically and emotionally present where I don’t need to worry if I forgot something and I smile as I greet a blessing of a day to be working. These habits of mine though seemingly simple have created a great environment for me and the people around as we work towards our goals.
I invested in some life skills such as Perception Management, Critical Thinking, Creative Thinking, Decision Making, Problem Solving, Effective Communication, Interpersonal relationships, Empathy, Coping with Stress, and Coping with Emotion as I practice them day by day through constant interaction with my clients, customers and colleagues. I could blabber on how I practice each of these skills but pretty much these are some of the reasons I have career growth in my previous company.
I pass on what I learn and help others achieve their goals. I have helped a few of my colleagues and subordinates in their career growth initially by showing them what they can be in the near future, giving them a goal and coaching them as they grow. I feel a great sense of accomplishment seeing others grow and continue their journey in life.
At home, I love taking care of my dog and five cats. Every morning I take my dog out for a walk and play with my cats before feeding them. On weekends, I ride my motorcycle with my partner and discover new places near Manila.
My motivation is my life ahead, as I see myself growing in age and wisdom; I also see myself enjoying life and I can only achieve that with financial stability.
Bulacan State University
-Manage an average of 20 agents.
-Ensure implementation of call center policies, operations and performance standards were understood and followed by agents.
-Set clear performance expectations with the team and communicate successfully how performance goals are linked to company goals.
-Perform statistical analysis for the team and how to coach each individual agent to ensure adherence to the statement of work.
-Manage, process, and review timesheets, payroll, and daily attendance of call center employees.
-Utilize Workforce Management tools to ensure schedule adherence of staff for daily phone coverage.
-Review individual production, work quality, performance management and initiating corrective action as needed.
Provide and document performance feedback through daily, weekly and monthly one-on-one sessions, action planning, performance reviews, and goal setting.
-Created action plans based on uncovered strengths and opportunities discovered through observation and data.
-Execute the quality assurance program through monitoring and audits.
-Held regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure daily goals were met.
To act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
-Keeping facilities and common areas clean and maintained.
-Following proper procedures when doing room checks and offering turn-down service.
-Vacuuming, sweeping, and mopping floors.
-Cleaning and stocking restrooms.
-Cleaning up spills with appropriate equipment.
-Notifying managers of necessary repairs.
-Collecting and disposing of trash.
-Assisting guests when necessary.
=Minibar inventory and restocking.
-Properly cleaning upholstered furniture.
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