Bon Arven C. Buhat

Team Leader -- Transcom Worldwide, UPS campaign (US based), from January 13, 2014 up to June 24, 2023. • Monitor, track and evaluate agent’s performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to agent to ensure all goals are met. • Immediate coaching feedback to agents who receive failed CSAT surveys, failed QA audits (Client and internal), corporate complaints, or Quality escalations. • Responsible for daily supervision and management ofthe team, and the primary role is to coach, to ensure that the agent meets or exceeds the standards set forth by the Client. • Be the constant presence on the production floor and actively interact with agents to ensure that they are engaged in productive work and systems are functioning properly. • Ensure that underperforming agents meet client expectations through the creation and implementation of written action plans. • Resolve customer escalations. • Ensure these daily / weekly / and monthly deliverables are being met. • Ensure that agents are motivated to report to work every day. • Weekly call calibration, both internal and external Clients.

Quality Assurance Specialist -- Transcom Worldwide, TalkTalk (Tech 1 and Tech 2 Account)/ Pipex / Tiscali/ Toucan Accounts(U.K. Based), June 27, 2008 up to January 10, 2014 ▪ Provides feedback, in a positive and professional manner, for Agent and Team Leader improvements in call quality. ▪ Provides quality coaching feedback to agents. ▪ Handles calibration sessions with the client. ▪ Facilitates QA Talk sessions for campaign process. ▪ Providesrecommendations for campaign improvements. ▪ Certified in call handling for the campaign that I am auditing

Customer Service Representative -- Transcom Worldwide, Pipex and Tiscali Accounts (UK based), February 05, 2008 to June 26, 2008 ▪ Ensures quality calls are being followed, using call identifiers check list. ▪ Handles customer inquiries and queries. ▪ Ensures highest quality standards when it comes to customer service. Customer Care Representative -- Convergys Phils, GSK Account, August 2005 up to March 2007 ▪ Effectively manage needs and concerns of customers resulting to increased customer loyalty and increased revenues for GSK through technology-based customer interfaces. ▪ Effectively implement customer relationship programs in all channels of communications under the program.