Fatima Rose Aspacio- Alovera

Fatima Rose Aspacio - Alovera Villa Del Rio 1 Valencia Street Madrid Extension, House #332, Bacayan Cebu City Cebu, 6000 Philippines Mobile No:- Email address:-/skype: fat_2525 PERSONAL DATA: Gender : Female Age : 29 years old Civil Status : Married Nationality : Filipino CAREER OBJECTIVE: Seeking to improve and expand my knowledge, skills and experience to establish an employment in a friendly environment. I am interested in finding employment with a company which will help me demonstrate my Service Skills and multiple call center support applications to efficiently assist my customers/patients and agents. QUALIFICATION SUMMARY: * Handle a high influx of inbound calls and chats within a dynamic call center environment. * Assist hardware and software issues with intensive troubleshooting. * Respond to customer inquiries and requests and resolved issues efficiently and professionally. * Manage multiple priorities and maintained effective results in a quota driven workplace. * Multitask which includes pulling up of relevant documents and responding satisfactorily and immediately. * Provide expertise in receipt and processing of medical device complaints via incoming calls, faxes, and emails, serving as the primary point of contact. * Answer and process all incoming calls and inquiries from customers and sales reps in regards to returns, product complaints, and special projects as required. * Accurately enter complaint information into complaint handling in a timely manner and in accordance with the company’s complaint policy and procedures. * Create, maintain, and adjust all return authorizations for product complaints and field actions and create replacement orders as required. * Respond to inquiries and provide assistance to customers and sales representatives regarding complaint and returns policies. * Owns Complaint handling process from Complaint receipt to record closure * Ensures timely processing of Complaints * Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems. * Perform quality audits * Provide feedback and enhance the quality of calls and performance * Assess the agents’ performance and behavior * Coach and counsel the agents to modify their performance to facilitate high level of customer service * Provide continuous business improvement ideas * Support the analysts in a non-judgmental way to improve quality * Take calls as and when required * Train new hires on process knowledge. * Able to handle agent escalations *Responsible for administrative tasks of respective team/queue * Administer and ensure successful completion of all performance improvement plans. * Drive schedule adherence and manage shifts * With a strong analytical skills and capable of dealing with critical situations. * Proficient in English with strong written skills. * Computer Literate. With above average typing skills. * Willing to work overtime or graveyard shift * Exercised strong interpersonal communication skills with customers and department personnel. * Accept assignments with an open, cooperative, positive and team-oriented attitude. Able to manage time appropriately. WORKING EXPERIENCE: Virtual Assistant Nurse Admin at Rhythm Management Group (May 20,2016- September 15,2018) Triage Cardiac Rhythm Management Quality Analyst in Boston Scientific at Wipro Ltd. -Back Office (January 2014 - April 2016) Therapy Support System Patient Services Complaint Receiver ( June -December 2013) Technical Support Professional at Stream Global Services in Dell OL Chat (February 2012- May 2013) Customer Service And Sales Professional at Stream Global Services in SiriusXM Home – Based Online Tutor at 2525English, Tokyo Japan (January 2010 –June2011) EDUCATIONAL BACKGROUND: College Graduate Licensed Registered Nurse COLLEGE: Cebu Doctors’ University Bachelor of Science in Nursing Mandaue City, Cebu Philippines Year- References: Edward S. Verar Quality Analyst Manager Wipro BPO Ltd- Rhonda Bray, RN BSN Founder/Director Rhythm Management Group Office- Fax- Dr.Ofelia F. Sisno Dean in College of Nursing -