Hey I am Maricris

More Info About Me

Hi there! I' am Maricris Manuel Sunga, every one calls me "Cris", from Sasmuan, Pampanga, Philippines. Let's talk about my work experiences. First of all I've been with Sutherland Global Services for 2 years and 10 months, I was a Technical Support Representative there as well as Customer Service Representative. I assist customers who are having issue with their internet connection. I got promoted in there as a Nesting Support in which we train and monitor new trainees, we are responsible in their growth in terms of call and product handling. Before I left in Sutherland, I got promoted again as a Subject Matter Expert in which I act as an assistant supervisor, we handles real time inquiries from the most basic to the most difficult and outside the box troubleshooting steps. I also takes real time escalation calls in which I experienced talking to Computer Engineers, Web Developer, Lawyers, Doctors with regards to their internet and VOIP concerns. Then after I resigned from Sutherland, I applied to Concentrix Inc., and became a cable Technical Support Representative. In there, I assist customers who are having trouble with their cable, I instruct them on how to locate cables, TV settings or sometimes how to set up their newly bought entertainment system. After a year of being a Technical Support Representative, I was then promoted as a Transition Advocate which again I handled new trainees. After a year of molding newbies, I was then promoted as a Team Leader, in which I am responsible of coaching and mentoring agents to pass their required KPI's. I am also responsible in Data Gathering and Data Anaysis based on the daily, weekly and monthy reports across all metrics. I have an advanced knowledge in creating my own spreadsheet for me to automate my team's daily, weekly and monthly metrices. I also created reporting across the entire program in terms of tracking the vacation leaves incurred by all the Team Leaders, generating report to compare the impact of a certain data when it comes to meeting our monthly targets. I am knowledgeable in MS Office such as MS Word, MS Excel and MS Powerpoint.

Lastly, after Concentrix, I applied as a Team Leader in TaskUs in which I handled set of agents who deals with Merchants. I am responsible in overseeing that they will assist the merchant to successfully sign up as a partner to our program. I monitored their chat and email transcript with the way they communicate with them. I am also responsible in making sure that our financials such as attendance, schedule adherence and average handling time are being met. Just like in Concentrix, I am also creating my own spreadsheet and reporting in terms of all of our metrics. Based on the reports then I will need to come up with a data driven decision on the action plan that we need to do. I also do calendar and schedule management. I have an advanced understanding of MS outlook and plotting the schedule for the entire month.

As you can see, based on my 9 years of work experiences, I am very much familiar in terms MS Office usage or any data entry tools that I need to use in generating outputs. I have knowledge in using Salesforce, CRM, Workday, Estart, GSuites, PowerBI, TimeWarp and TeleOpti.