mta1226

PERSONAL PROFILE Birthdate : September 1, 1979 Civil Status : Married Religion : Catholic Skills : Leadership and analytical skills, good oral and writing skills, computer literate Typing Speed : 40wpm February 2006 - April 2007 Team Leader Convergys Philippines Job Description : • Responsible for supporting, coaching, developing and supervising a group of employees in a service center environment. • Monitor, identify and resolve performance and behavior issues using prescribed performance management techniques. • Monitor quality of calls and provide feedback/ coaching to agents. • Conduct/ participate/ implement action plans in calibration and tone monitoring sessions with support group and clients. • Conduct performance appraisals and recommend action plans for improvement. • Review CMS statistics on a daily basis and provide reports and constructive feedback. • Modify operations as needed to meet service level agreements. • Communicate process and client changes to direct reports within specific timelines. • Promotes the use of contact service tools and resolve escalated customer issues/ requests and complaints. Trainings Attended: Team Leader Training Program Team Leader Development Phase 2 Awards/ Recognitions : Power of One Champion 2006 No. 1 Team for 2006 (Chase - Circuit City) Chase Anniversary Awardee November 2004 - February 2006 Customer Care Representative Convergys Philippines Job Description : • Clarify customer requests; probe and confirm understanding of customer issues and problems. • Resolve customer issues and requests through first contact resolution. • Participate in activities designed to improve customer satisfaction and business performance. • Maintain broad knowledge of client products and services. Trainings Attended: Communications and Culture Training Product Specific Training Awards/ Recognitions : High 5 Champion (Best in Quality) 2005 May 2004 - October 2004 Office Administrator Skylove Recreation Haus Inc., Job Description : • Provide assistance and support to General Manager. • Supervises the administrative and human resource functions of the company. • Responsible in the hiring and recruitment of employees. • Reviews the company policies and provide necessary recommendations for revisions. • Responsible and maintains communication with government/ private institutions in regards to employee benefits, payroll issues and company permits. • Act as mentor and consultant of the marketing department. January 2004 - April 2004 Department Secretary Procurement and Logistics Department Philusa Corporation July 2003 - January 2004 Division Secretary Office of the Vice President Philusa Corporation Job Description : • Composes and types memos, letters, forms and reports. • Organizes and maintains hardcopy/electronic files of information. • Receives and screens incoming calls. • Arrange and coordinates meetings/conferences, appointments and travel reservations. • Coordinates and handles communication with other departments and different branches nationwide. • Acts as petty cash custodian for the department. April 2003 - June 2003 General Clerk (New Accounts) Bank of Commerce - Sta. Ana Branch Job Description : • Assists clients in opening new accounts. • Prepares manager's checks, payment authorization, requisitions, certifications and maturities. • Issues BIR, SSS, Pag-ibig and Philhealth payments. • Reconciles daily collection of services. • Provides assistance to the Marketing and Branch Managers. EDUCATION 1996 - 2002 BSBA Management Graduate Philippine Women's University Taft Avenue, Manila 1992 - 1996 High School Graduate Arellano University Taft Avenue, Pasay City CHARACTER REFERENCES Mark Serrano Senior Operations Manager Convergys Philippines Contact # 6329178125765 Julie Brandes Administration Manager Philusa Corporation Contact # 6326311731 loc. 224