Frecielyn Aure

22 June 2017 Re: Dear Sir/Madam, Hi! This is in response to your job posting for . I believe I have the necessary skills needed for this task. I have years of experience working in a BPO industry which means working under pressure is not new to me. One of the most significant roles done in the BPO was scrubbing calls from agents and assessing if the protocols are followed and determining the behavior made by the agents. Along with this task was endorsing agents for coaching by their respective Team leaders and generating reports based on the data gathered. The reports generated are submitted directly to the Program Leader and is accessible by all leaders from all sites of the program. Another skill that I can bring to the company is being able to work at any time schedule. I am also accustomed with the US time zone and can definitely adjust with the time as needed. . My computer and other tools are already set up and ready to start working. I recently did transcription job for another job application site and was able to complete the assigned audio minutes on time. The tasks are done with extreme accuracy. I will be looking forward to being a part of your team. Sincerely, Frecielyn Aure Email:-Skype:- Frecielyn parani aure 341 Bacao, General Trias, Cavite 4104 • Philippines *Mobile - • - E-Mail:-•-WORK EXPERIENCES October 26, 2015 - April 15, 2016 Advance Credit Management (Philippines) Pty.,Ltd. 14th Floor BPI Buendia Center, Sen. Gil Puyat Avenue, Makati City Relationship Manager In charge of a portfolio of bad debts from Telstra that needs to be collected. Tracing and finding delinquent customers using the available tools and converting these accounts into paying status. November 13, 2013 – September 18,2015 Convergys Philippines Inc. (former Stream Global Services) 8th Floor Two E-Com Center Harbor Drive, MOA Complex Pasay City Support Professional (Voice) – November 2013 – September 2014 Assisting customers with their inquiry and any modifications regarding their mobile prepaid account and explaining the details of the bill. Providing basic troubleshooting steps for the customers who are having technical problems regarding their mobile phones. Support Professional (Chat) – September 2014 – December 2014 Assisted Store Representatives with their inquiry on the customer’s account and with their tools, process and company policies Providing instructions to Store Representatives for basic troubleshooting steps for the customers who are having technical problems regarding their mobile phones. Case Mentor – December 2014 – April 2015 Monitor Cases created for the whole program and validated credits provided by agents. In charge of doing follow ups and monitoring of the Cases created for the cx until their issues are resolved. Identifying the agents that are non-compliant with the processes and policies and endorsing the outliers to their respective Team Managers for Coaching. In charge of reporting the status of Cases and Top Drivers for the cases created for the program to the clients. Attending client calls and disseminating updates from client to the program. Generating daily, weekly and monthly report of the Cases and Credits status of the program. Audit Compliance TSS – May 2015 – September 2015 In charge of doing Scrubbing for all detractors received by the program. Determine the areas of opportunity of each agent and validating the reason why the customer provided a Detractor/Neutral score. Provided the necessary feedback to correct the agents behavior. In charge of delivering the reports hourly, daily, weekly and monthly from Team Managers and upper Management. September 14, 2012- March 28,2013 ACS of the Philippines – Retention Specialist 7th Floor One Ecom Bldg MOA Complex Pasay City March 26, 2012 – July 15, 2012 C3 Customer Contact Channels – Customer Service Representative 17th Floor One Bonifacio Global Center Rizal Drive corner 31st Bonifacio Global city Taguig February 2009 – June 2009 Eperformax Contact Center – Directory Assistance Operator 15th Floor BPI Tower, Sen. Gil Puyat Ave., Makati City January 2004 – March 2005 San Technology Incorporated - Production Operator CEPZ Rosario, Cavite June 11, 2003 – November11, 2003 House Research & Development Pte., Ltd – Office Assistant CEPZ Rosario, Cavite EDUCATION - Adamson University, San Marcelino St., Ermita Manila Bachelor of Science in Industrial Engineering - Undergraduate 2010 microCadd, SM City, Bacoor, Cavite Certificate Course AutoCadd 2011 With Color Rendering TESDA Certificate Course AutoCadd- hours lecture and hands-on in using AutoCadd- Global Communication & Management Academy, Pacific Star Building, Makati City Diction, Intonation and Enunciation Training (DIET) TESDA Certificate Course for Call Center Agent NC II PERSONAL skills Can work both individually and as a part of a team and can perform under great pressure Fluent in speaking and writing in both Filipino and English Computer Knowledge: Microsoft Word, PowerPoint, Excel and AutoCadd2011 rEFERENCES References will be supplied upon request.