2009
Computerized Office Management
Bestlink College of the Philippines
More Info About Me
Experienced in various fields in BPO centers from being a customer service who provide customer support in resolving their concern over the phone, chat, and through email. 5 years total experience as a Supervisor for operation managing a maximum of 30 agents whose responsible for meeting client KPis by doing constant coaching to improve performance.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2019
-
2022
Iqor Philippines
(Supervisor)
● Monitoring and evaluating agent performance, providing learning or
coaching opportunities, and taking corrective action, if necessary.
● Identifying operational issues and suggests action plans for process
improvements.
● Preparing reports and analyzing data to assist management in achieving client metrics/goals.
2018
-
2019
Concentrix
(Fraud Analyst)
Handled Retail Banking Corporation in Southern America.
● Responsible for checking the customer account and removing restrictions
by asking for security verification.
● Verifying the customer transactions by checking all the transactions that are
deemed fraudulent.
● Assisting customers in filing claims and reporting accounts as stolen.
2011
-
2017
Sykes Asia Inc.
(Supervisor)
Handled Financial Account located in Canada whose headquarter is in the
United States.
● Managing team performance by coaching to drive performance
improvement
● Responsible for doing agent evaluation for annual appraisal.
● Attending calibration and client meetings for process improvement
● Monitoring and evaluating agent performance, providing learning or
coaching opportunities, and taking corrective action, if necessary.
● Identifying operational issues and suggesting action plans for process
improvements.
● Preparing reports and analyzing data to assist management in achieving clients metrics
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.