Experience

S4Learning Asia

• Philippines
• E-Learning Providers
• 1 - 100 Employee

• Quality Assurance and Training Officer

  • Aug 2022 - Present

  • Quality monitoring according to established parameters • Generation of report findings for continuous improvement of practices and processes • Analyzing audit results, coaching and action planning • Review compliance of the various processes and information • Productivity and improvement report generation • Analysis of the service provided and proposals for process improvement • Onboarding and refresher trainings • Identifying training and development needs within an organization • Developing training materials • Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers • Evaluating training and development programs Show less



Emapta Global

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance and Training Officer

  • Oct 2021 - Jul 2022

  • Quality monitoring according to established parameters • Generation of report findings for continuous improvement of practices and processes • Analyzing audit results, coaching and action planning • Review compliance of the various processes and information • Productivity and improvement report generation • Analysis of the service provided and proposals for process improvement • Onboarding and refresher trainings • Identifying training and development needs within an organization • Developing training materials • Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers • Evaluating training and development programs Show less



MicroSourcing

• Philippines
• Outsourcing/Offshoring
• 700 & Above Employee

• Floor Supervisor (Oaks Hotels and Resorts)

  • Apr 2019 - Oct 2021

  -Report issues and discuss solutions with the Floor Manager, Call Centre Manager, Revenue Manager as required.-Monitor team performance ensuring all booking policies and procedures are adhered to.-Responsible for creating excel templates/dashboards to help the team's efficiency in reporting and processes. -Coach team members on performance (Monthly KPI), complaints, audit results, post-call survey feedback, mystery calls, etc. to ensure that the team meets the set targets.-Ensure that customer service both internal and external is of the highest standard at all times.-Ensure quality guidelines are adhered to accordingly and with the highest standards.-Roll out new processes or procedures as part of the CRO leadership group.-Monitor overflow and follow up on customer feedback.-Oversee phone call and email volume and ensure service level targets are met per company standards.-Ensure daily, weekly and monthly tasks and deliverables are completed efficiently, accurately, and in a timely manner.-Complete daily reporting of all statistical information as required in the policies and procedures.-Monitor the number of team members logged in to receive calls, work on emails, on coaching or training, manage break schedules to ensure coverage.-Develop team strengths and improve weaknesses.-Identify team goals and evaluate team progress. -Resolve conflict. -Organize team initiatives. Show less

• Quality Analyst (Oaks Hotels and Resorts)

  • Sep 2016 - Apr 2019

  -Ensures that all team members understand and follow the quality standards defined by the client by monitoring the quality of work being done by each agent.-Provides coaching and feedback to the respective agent as well as the team with positive reinforcement.-Prepares monthly summaries of quality issues for presentation to the senior management team.-Investigates and records customer complaints regarding product performance, specifications, and reliability.-Improves and maintains department performance according to set objectives and established goals through calibration sessions. Show less

• Reservations Agent (Oaks Hotels and Resorts)

  • May 2016 - Sep 2016

  -Answer inbound calls and assist customers who have specific inquiries regarding their hotel reservations.-Research required information using available resources.-Handle and resolve customer complaints.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Associate (Accor Hotels)

  • Sep 2011 - Feb 2016

  -Well-versed in RESAWeb -Answer inbound calls and assist customers who have specific inquiries regarding their hotel reservations. -Research required information using available resources. -Handle and resolve customer complaints. -Well-versed in RESAWeb -Answer inbound calls and assist customers who have specific inquiries regarding their hotel reservations. -Research required information using available resources. -Handle and resolve customer complaints.



Motif Ltd - Priceline.com

• Quality Analyst

  • Jan 2010 - Jun 2011

  - Ensures compliance with quality standards set by clients and monitors work progress of travel specialists - Provides feedback to agents and management (strengths/AFIs) - Facilitates calibration sessions with co-Quality Assurance Representative, the Team Leaders, and client -Participate in or facilitate calibration meetings to ensure consistency. -Identify and analyze trend and skill gaps (based on QA criteria and other related data) -Recommend actions to remedy contact handling problems and to optimize the customer experience. -Perform other related duties and projects, as assigned Show less



Moti Ltd

• Travel Specialist - Priceline.com

  • Jun 2008 - Dec 2009

  - Takes inbound calls and addresses customer inquiries - Provide customers with product and service information. Handle and resolve customer complaints - Process new airline reservation - Deals with involuntary (Schedule Change, WND) and voluntary exchanges - Refunding and voiding of tickets. Place tickets value for future use. - Takes inbound calls and addresses customer inquiries - Provide customers with product and service information. Handle and resolve customer complaints - Process new airline reservation - Deals with involuntary (Schedule Change, WND) and voluntary exchanges - Refunding and voiding of tickets. Place tickets value for future use.



Advanced Contact Solutions, Inc.

• Philippines
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Associate

  • Jun 2006 - May 2008

  - Takes inbound calls and addresses customer inquiries - Provide customers with product and service information. Handle and resolve customer complaints - Process new airline reservation - Deals with involuntary (Schedule Change, WND) and voluntary exchanges - Refunding and voiding of tickets. Place tickets value for future use. - Takes inbound calls and addresses customer inquiries - Provide customers with product and service information. Handle and resolve customer complaints - Process new airline reservation - Deals with involuntary (Schedule Change, WND) and voluntary exchanges - Refunding and voiding of tickets. Place tickets value for future use.