2015
Bachelor of Arts in Communication
Tarlac State University
More Info About Me
Wren About Me: I’m someone who loves to travel, explore new places, and share what I’ve learned along the way. I enjoy hiking, the arts, and anything that sparks creativity and adventure. I’m naturally keen and organized, a positive thinker who always strives to give my best in everything I do. I believe in showing up with commitment, working efficiently, and being on time
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
×
![]()
My Experience and Education
2021
-
2025
439 Concentrix CVG Philippines, Inc.,
(TEAM LEAD, OPERATIONS)
Supervise a team of at least 15 CSRs for a telco account. Conduct coaching, mentoring, and training to improve skills and product knowledge. Track KPIs such as AHT, Issue Resolution, NRS using QA reports, call listening, and dashboards to assess performance. Make sure agents handle sensitive info (e.g. billing, account details) according to data privacy regulations (like CPNI, etc.). Act as an escalation point for complex customer issues or irate callers. Manage real-time queue performance, helping reduce hold times or managing sudden spikes in call volume.
2015
-
2016
Iqor Philippines, Inc
(Customer Service Representative)
Helped customers with their telecom-related concerns, specifically providing support, resolving issues, and ensuring customer satisfaction. Assist with inquiries related to mobile plans and subscriptions, internet, cable, or landline services, billing, payments, and charges, network outages or technical problems, promotions and upgrades.
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.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.