Evelyn Pastor

Evelyn Esco Pastor Arezzo Place Sandoval Ave. Brgy. Pinagbuhatan, Pasig City- /-- Job Objective: To obtain a challenging position in a well reputed organization. Highlights of Qualifications: Proficient with Customer Service, Technical Support, Workforce Management, Online English Teaching and Real Estate Cold Caller. Ability to analyse performance reports and provide suggestions and recommendations. With excellent communication and interpersonal skills. Professional Experiences: Real Estate cold caller – Homebased Royal Ventures Group (April 2019 – Aug 2019) Contact potential customers by phone. Help generate qualified leads Online English Tutor - Homebased Acadsoc (November 2018– May 2019) Preparing for 1-to-1 online classes. Teaching online with the textbooks Doing corrections and conducting effective instruction during the classes. Doing assessments and tests for the students. Abiding by school regulations and management, achieving the teaching goal as scheduled with high quality Workforce Management – Real Time Analyst Infosys BPO Ltd (January 2015 – May 2018) 22nd Floor BGC Corporate Center, 30th St cor 11th Ave, BGC, The Fort Taguig City 1634 Monitors Real Time Queue and adjust as needed to make Service Level and send intraday reports using Cisco Unified Intelligence Reports. Monitors agents adherence and compliance to their schedules with the use of Verint/Impact 360 v11.1 Entered adherence and schedule exceptions into workforce management software. Schedule and track time off phones for miscellaneous activities such as meetings, trainings and coaching’s. Administer and maintain vacation and other time off allowances on our Leave Tracker Collect and summarize agent productivity, reliability and adherence data. Compile, analyse and created daily, weekly and monthly operational performance reports. Updated weekly forecast as needed based on analysis of real time workload. Produced and prepared schedules for agents and supports. Perform ad-hoc analysis using Business Objects, Excel and present analysis to users through PowerPoint. Technical Support – SME (May 2014 – December 2014) Provide accurate, valid and complete information by using the right methods/tools Meet personal/team sales targets and call handling quotas Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Utilize computer technology to handle high call volumes Account Management / Retention Support (February 2013 – April 2014) Cancel or upgrade accounts Assist with placement of orders, refunds, or exchanges Advise on company information Answer questions about warranties or terms of sale Act as the company gatekeeper Suggest solutions when a product malfunctions Handle product recalls Attempt to persuade customer to reconsider cancellation Inform customer of deals and promotions Sell products and services Collection Representative (July 2011 – January 2013) Maintain financial accounts by processing customer adjustments Recommend potential products or services to management by collecting customer information and analyzing customer needs Prepare product or service reports by collecting and analyzing customer information Build sustainable relationships of trust through open and interactive communication Take payment information and other pertinent information such as addresses and phone numbers Place or cancel orders Customer Service Representative (May 2009 – June 2011) Infosys BPO Ltd (Previous location) 3rd Level Market Market McKinley Pkwy,Taguig City Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Work with customer service manager to ensure proper customer service is being delivered Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Technical Support (Oct 2008 – Apr 2009) Harte-Hanks (4th Level Market Market McKinley Pkwy, Taguig City) Follow communication procedures, guidelines and policies Go the extra mile to engage customers Resolve customer complaints via phone, email, mail or social media Use telephones to reach out to customers and verify account information Greet customers warmly and ascertain problem or reason for calling Customer Service Representative (May 2008 – Aug 2008) SPi Global (formerly E-Pldt Ventus – Jupiter) Close out or open call records Compile reports on overall customer satisfaction Read from scripts Handle changes in policies or renewals Resolve customer complaints via phone, email, mail or social media Education: Bachelor of Science in Information Technology STI College – Ormoc References: Mr. Irvin Yuzon (Manager)Ms. Lorelie Mapacpac Lunes ([email protected]