Frances Marie Calibo

Frances Marie A. Calibo Bldg. C Unit-121, Smile Citihomes Condominium, Brgy Kaligayahan, Novaliches, Quezon City Mobile #:- Email: -Objective: To promote customer satisfaction by enhancing the positive behavior and address the opportunities observed by sharing all best practices and trainings attended. WORK EXPERIENCE: HOME BASED JOB (August 2015 to December 2016) Virtual Assistant - Freelancer Appointment Setter - Freelancer Lead Generation - Freelancer BPO AFNI Philippines (September 2013 to July 31, 2015) Project Coach / Team Lead (Collections/ High Risk Account / Order Support) After a month of being a QC, an opportunity given to me to apply as a project coach and was hired based on my experience handling multiple LOB as a QC. I was part of the operations for 1year and 8months. Quality Consultant Joined AFNI and started out as a Quality Consultant. We listen to calls to identify the unwanted behaviors then will partner with the coaches for coaching. Part of my task as a QC is to run weekly calibration with operations. Send WTD/MTD reports for variance as well as monitoring compliance. Arvato Bertelsmann (May 2013 to September 2013) Quality Coach Joined the company last May of this year, and part of my job description is to make sure that business customers are given outstanding customer service at the same time great analytical skills that will help in their business. Here are the identified deliverable: Daily Monitoring CSAT Review with Weekly Analysis Report Spot Check (VKB Hunt) StarTek Philippines (August 2009 to May 2013) Quality Assurance Specialist II February 2013 to May 2013 Part of America Online - AOL which is the first email provider in the US as a QA. As part of my job description is to identify the behavior that affects customer satisfaction as well as resolution rate; proper action planning is being implemented by working with the coach. Real-time feedback provided after each evaluation. Additional tasks are as follows: Deep Dive Analysis Side By Side Evaluation Daily Call Listening with Operations Weekly Calibration- Internal and External Quality Assurance Specialist May 2011 to February 2013 Joined a telecommunications program as a QA Specialist and was part of the pioneer team (alpha wave). Task and Job description are as follows: QA POC Red Alert POC Mistreat Process POC Fraud Master QA POC for New Hire Customer Service Representative August 2009 to May 2011 Supported a Multi-Billion dollar account. Joined AT&T-GBS which provides wireless service for Large Business worldwide. Handled both Billing and basic troubleshooting. WEST Contact Services (May 2006 to September 2007) Customer Service Representative Joined WEST as a CSR and handled an inbound telesales account- Bank of America. Processed credit card application for customers and close a sale. 1 card processed is equivalent to 1 sale. Also supported the following accounts: CHASE CitiBank TRAININGS ATTENDED: StarTek Philippines Power of Coaching Ultimate Coaching to Behavior Transition to Sales Training Management By Walking Delivering World Class Service EDUCATIONAL BACKGROUND: College Trinity University of Asia former TCQC Sy’ 2004 to 2007 High School Abra State Institute of Sciences and Technology Sy 2000 to 2004 CHARACTER REFERENCES: NAME TITLE COMPANY CONTACT NUMBER Pilar Carino Quality Supervisor StarTek Philippines- Sheila Fe Dela Cruz Quality Supervisor Arvato Bertelsmann- Gholda May Santos Operations Manager AFNI Philippines- Mark Chester De Leon Operations Manager StarTek Philippines-