Experience

MyOutDesk

• United States
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Junior Team Lead

  • Jul 2014 - Oct 2014

  Coaches a team of Virtual Assistants

• ISA

  • Apr 2014 - Jul 2014

  home-based Inside Sales Associate



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Senior Operations Representative

  • 2013 - 2014

  Alabang Assisted the customers over the phone in troubleshooting any online related concerns like logins, website navigation, online payments and online error messages on our official website and mobile application. • Awarded Best in Quality for December 2013



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Process Executive

  • 2009 - 2013

  Alabang Customer Service Representative for US Credit Cards Collections Representative for US Auto Loans, Manila Credit Cards and Australia Credit Cards • Yellow Belt Certification trained on August 16, 2011. • Star Awardee on 4th Quarter 2011. • Heavy Hitter for September and December 2011 scorecard. • Created an Automated Tool which reduced the agents phone handling time from 40 to 20 seconds and saved the company of the cost of hiring 2 Full time Employees.



Convergys Philippines Services Corp.

• Customer Service Associate

  • 2008 - 2009

  Alabang Sprint Telecommunications Assisted the customers over the phone with billing issues, plan changes, activating phones, payments and technical problems. Direct TV Satellite Assisted customers in basic troubleshooting of cable modems and satellite, and upgrading channel packages and pay-per-views as requested. • Awarded Top Agent, Best Quality Score and Low Absenteeism rate in Sprint Product Specialization Training on April 13, 2008 • Topped the May and July 2008… Show more Sprint Telecommunications Assisted the customers over the phone with billing issues, plan changes, activating phones, payments and technical problems. Direct TV Satellite Assisted customers in basic troubleshooting of cable modems and satellite, and upgrading channel packages and pay-per-views as requested. • Awarded Top Agent, Best Quality Score and Low Absenteeism rate in Sprint Product Specialization Training on April 13, 2008 • Topped the May and July 2008 Scorecard. • Exceeded the sales quota monthly by upselling the Unlimited SMS/Calls/Data plan and Mobile devices. Show less



Dell Technologies

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

• Quality Liaison

  • Jun 2007 - Oct 2007

  Pasay Represented the site during the global calibration sessions. Disseminated QA updates and minutes of the calibration meeting to the team leads. Raised appeals against a disputed audit to Global Quality and ensured that all appeals are resolved. Reported weekly compliance highlighting focus areas and common markdowns to the global quality.

• Senior Training Analyst

  • Apr 2007 - Jun 2007

  Pasay Trained the Batch 11 New Hires of Technicians.

• Quality Compliance Specialist

  • Nov 2006 - Apr 2007

  Pasay Measured the compliance of technicians to policies and procedures through call audits. Documented areas for improvement for coaching purposes. Participated in conference calls to align with any recent QA updates. Facilitated QA talk for the new hires. Provided raw data in the weekly audit completion and monthly QA misses report.



West Corporation

• IT Services and IT Consulting
• 700 & Above Employee

• Performance Assessment Specialist

  • Mar 2004 - Oct 2006

  Export Bank Bldg Paseo Makati and Cybergate Plaza Mandaluyong QA for EarthLink Technical Support and Customer Service / Cricket Telecommunications Evaluated 40 agent’s calls weekly. Coached agents on areas for improvement. Led calibration sessions. Facilitated QA talks for the new hires. Administered interviews and call simulations for applicants. Prepared and updated weekly reports from audits and compiled data.

• Technical Support Representative

  • Oct 2004 - Mar 2005

  Makati Answered incoming calls which include internet connections setup and software and hardware. Documented calls for records and future reference. Upsold EarthLink dialers, malware, and spyware software.



People Support Philippines

• Technical Support eRep

  • 2002 - 2004

  Makati Answered emails and incoming calls which include internet connections setup and software and hardware. Documented calls for records and future reference. Monitored agents’ talk time and break schedules while floor walking. Assisted agents on tough customer queries and system difficulties.



Premium Staffers Inc

• General Affairs Clerk for Toshiba Information Philippines, Laguna

  • 2002 - 2002

  Makati Scheduled the use of company cars on official business trips of staff and expatriates. Delegated drivers to company vehicles. Ensured all LTO Registrations and insurance are renewed. Refilled stock for inks when needed. Filed and organized all company car LTO registrations and insurance, and business trip forms. Answered calls to either take a message or transfer the call to the available party. Photocopied, printed and scanned requested documents.