Amor M. Caculba

AMOR MAPALO CACULBA Age: 36 Birthdate: March 22, 1986 Address: Blk 8, Lot 4, Almaciga Street, CasaVerde Subdivision, Madang, City of Mati, Davao Oriental Mobile: - E-mail:-Character Reference: Andrea Stakes CEO - Integria Virtual Staffing- John Ace R. Pelobello LSSGB- Fath P. Hall Project Manager - DXC Tech- Career Objective To obtain a position that would help me enhance my skills as a professional Online Freelancer Skills Summary ▪ Nine years’ experience in the marketing research industry ▪ Exceptional computer knowledge for reports in Excel ▪ Experience in coordinating and meeting with various operations department ▪ 15 years of BPO experience ▪ 11 years’ experience in supervising and managing people Educational Background University of Mindanao Bachelor of Arts Major in English (Attended-) University of Cebu Bachelor of Arts Major in English (Attended-) Central Mindanao University Bachelor of Science in Veterinary Medicine (Attended-) Employment Integria Virtual Staffing Internal Operation Manager (April 2022 – September 2022) ● Supervise and Streamline Talent Acquisition, Training and QA Dept ● Analyze data and Provide RCA and Resolution to CEO Client Success Manager (November 2021---March 2022) ● Oversee Client Acquisition Process ● Supervise and Streamline (CLient-VA) Onboarding and Client Maintenance Processes ● Analyze data and Provide RCA and Resolution to CEO Conectys Philippines Operations Supervisor/Manager (April 2021---October 2021) ● Identify Client needs ● Identify, design and implement business solutions to meet client needs and expectations ● Establish new processes for the company to meet client needs Operations LOB POC (TTR1PH DVO) (March 2019 – March 2021) ● In charge of mentoring and on-boarding new TLs to ensure smooth transition before they handle a team ● Create and develop processes for all TLs within the LOB to adapt and follow Operations Team Leader (August 2018 -- Present) ● Coach and mentor Content Moderators to ensure quality and productivity requirements are met ● Develop potential leaders by training and mentoring POC moderators within the account ● Interacts daily with Clients to ensure their needs are met ● Make necessary Time Adjustments for direct reports’ daily worked hours to ensure accuracy in their pay-checks ● Leads a team that ensure internet safety by protecting and promoting the platform (Tiktok) ● Currently leading the latest LOB in BD (TikTok PH) ● Conducted Guideline Trainings to Moderators Teleperformance Philippines Operations Supervisor(Team Leader) -) ● Coach and mentor agents under my wing to ensure required metrics are hit and the best customer experience is delivered to each caller. ● Develop potential leaders by training and mentoring supervisor apprentices. ● Make daily reports containing data analysis and root cause identification. ● Make necessary Time Adjustments for agents’ daily worked hours to ensure accuracy in their pay checks ● Help resolve customer’s cable technical issues Survey Sampling International, Phil. (formerly Opinionology) Team Manager -) ● Interact clearly, constructively, and positively with all organizational departments to ensure projects handled by a supervisor (under my wing) are completed effectively and with minimal disruption ● Responsible for team supervisors’ evaluation on overall performance ● Directly coordinate with HR and/or Facility Director regarding team concerns, inquiries, issues, etc. Project Supervisor – Team Lead -) ● Evaluate each interviewer’s work performances ● Responsible for team’s administrative tasks ● Supervise subordinates to reach common team goal ● Encourage communication of information between teams and team members Project Supervisor -) ● Evaluate project and recommend report to identify issues and opportunities to improve performance ● Participate actively as projects team member to improve department efficiency Market Research Analyst -) ● Conduct qualitative and quantitative surveys through phone interview ● Address respondents’ inquiries and concerns utilizing approved rebuttals and specific PAT responses ● Take note of respondents’ requests, concerns and complaints have them forwarded to the client through a supervisor ● Liaise with management staff with regards to status and condition of project Jollibee Foods Corporation – Mati Branch Service Crew -) ● Responsible for providing courteous and efficient food and beverage services to the guests ● Attend to and respond to guests’ needs promptly and professionally ● Perform general housekeeping and cleaning duties