Jan Ruzzel C. Valenzuela
Cainta Rizal 1900 Mobile:- Home:- Email:-
EXPERIENCE
Sales and Lead Generation
Making outbound calls to potential customers in the US to make them sig-up for a credit card.
Filling out application forms of interested customers.
Making review of their credit background for credit card approval.
Recording all conversation for legitimacy.
Reaching out to prospects who ideally wants to start with payday loan company.
Gathering information about employment status.
Submitting all data to Processing department.
Customer Service
Managing large amounts of incoming calls
Identifying and assessing customers’ needs to achieve satisfaction.
Build sustainable relationships of trust through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Met personal/customer service team targets and call handling quotas.
Handle complaints; provide appropriate solutions and alternatives within the time limit.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.
Quality Assurance Specialist
Responsible for reviewing and auditing calls for the client.
Responsible for facilitating internal and client calibrations once a week.
Attending Training and Process meetings for updates about the campaign.
Responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience.
Making improvement recommendations to the QA Manager and monitors the result of stated recommendations.
EDUCATION AND TRAINING
College:
Siena College of Taytay -)
Training:
Call Center Management Training (2010)
Kaidara Tool
Technical Training in Transcom Bacolod (2010)
EMPLOYMENT HISTORY
November 2005 – June 2008
Air Relay Corporation | Epixtar Philippines
Position: Telephone Sales Representative
Campaigns Trained and Dialed
Metris (HSBC Credit Cards) – Outbound calling to American clients
CCB (Applied Card Bank) – Outbound calling to American clients
MPI (Discount Card and Freebies) – e.g. Passport to Fun | Premier Health Plus
OPT (Discount Card and Freebies) – e.g. Shopping Essentials | Today’s Escapes
July 2009 – January 2011
Transcom Worldwide
Position: Quality Assurance Specialist
Campaign: SEARS Canada
May 2011 – September 2013
TRG | Convergys Philippines
Position: Expert Problems Solutions | Quality Assurance Analyst
Campaign: AT&T U-Verse
August 2013 – December 2015
Elance | Upwork
Position: Virtual Assistant
December 2015 – January 2017
Virtual Assistant
Natilus Drones | Ottermatics
REFERENCE
Aubrey Anne Gonzaga
Convergys Philippines
Director of Training and Quality -
Cherry Tanglao-Martin
Transcom Worldwide
Training and Quality Manager-
