JOANA MARIE LABASTIDA BUENO
125 Janet Ext. Tandang Sora,Quezon City, Philippines 1116
Mobile No.:-
Email Address:-
PERSONAL DATA
Age:
32
Date of Birth:
Feb 2, 1987
Gender:
Female
Civil Status:
Single
Height:
157.2 cm
Weight:
55 kg
Nationality:
Filipino
Religion:
Christianity - Catholic
WORK EXPERIENCE
I have been working in the BPO Industry for 10 years.
1
Position:
Technical Support Representative (Level 4 – Tier 2)
Duration:
April 13, 2013 – July 1, 2018
Company:
Convergys Philippines Corporation
Company Industry:
Call Center / IT-Enabled Services/ Hospitality Industry (Hotel reservations)
Location
UP-Ayala Technohub, Diliman Quezon City
Department:
Account Handled At&t Uverse
Job Description:
Technical Support Representative – serves a frontliner resolution specialist catering to a telecommunications company producing /servicing a bundled service for High Speed Internet Support.
Scope of job also as Level 4 Technical Support includes training and coaching newbies in the team and administrative jobs such as being the point person for check and balance of my team’s compliance for Daily Repeat rate metric which is very vital for Team performance.
2.
Position:
Performance Assessment Specialist
Duration:
Mar 7, 2007 – March 2013
Company:
West Contact Services Incorporated
Company Industry:
Call Center / IT-Enabled Services/ Hospitality Industry (Hotel reservations)
Location
24th flr. Exportbank Bldg. Cor. Chino Roces, Makati City, Philippines
Department:
Quality Assurance Department
Job Description:
Performance Assessment Specialist - monitor performance of new trainees and assigned production employees to assess quality of calls, service being provided, and ability to meet or exceed client goals and objectives; provide immediate constructive counseling and coaching: observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to Supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees, assess the effectiveness of training and determine the need for any additional, refresher, or supplement training for the group or identified individuals; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies. Performing calibration duties by being the host of the webclient meeting for different sites that include the US call centers and Guadalajara, Mexico sites as per client needs.
Performance Assessment Specialist for BPO Clients:
Hotel Reservations Caesars Entertainment (3 years)
Mortgage Customer Service Citibank (6 months)
Directv Cable (3 months)
3.
Position:
Economic Research and Information Department: On-The-Job Trainee
Duration:
August, 2006 - February, 2007
Company:
Securities and Exchange Commission of the Philippines
Company Industry:
Government/ Finance
Location
SEC Building, EDSA, Greenhills
Mandaluyong City, Metro Manila
Philippines
Job Description:
Provides organization information, requisites of starting Investment for the Corporate, Foundation and Associations in the Philippines as well as business entities regarded out of the scope of the Department of Trade and Industry as a part of the regulatory responsibility of the Commission. The on the job training focused also in tasks related to provisioning and interpretation of most accurate economic statistics of output trend, stock values and cost values of Philippine registered business entity.
EDUCATION
Highest Education Second Highest Education Education
High School Education
Education Level:
Masters Degree /Graduate Studies Bachelor's / College Degree
High School Diploma
Education Field:
Business and Administration Economics
Course:
Master in Business Administration BS POLITICAL ECONOMY
High School Graduate
School/University:
NEW ERA UNIVERSITY PUP, STA. MESA
Culiat High School
Location:
QUEZON CITY, METRO MANILA STA. MESA, METRO MANILA
QUEZON CITY, METRO MANILA
Date:
Jun 2015- August 2019 Jun 2003 - May 2007
Jun 1999 - Mar 2003
SKILLS
Skill
Yrs of Experience
Remarks
1.
Excellent English communication Skills
7
Experienced in business writing and hosting calibration meetings for overseas clients for a BPO- call center company. This involves setting up teleconference meetings.
2.
Basic Spanish
6 mos.
Learned speaking and writing in Spanish at Instituto Cervantes in Manila, an internationally recognized institution subsidized by the Spanish Embassy. Finishes Level 6 of the language program.
3.
MS Excel skill set
3
Experienced in generating reports involving usage of Pivottable useful in analyzing performance trends for key business variables.
4.
Strong Sales and Marketing Background
3
Familiar in making scripts/marketing spiels for a Hotels reservations account. Formulates creative marketing schemes that will help agents close a sale for a hotel reservation.
5.
Hotel Reservations Policies and Procedure skill set
2
Familiar in using Guest Service Workstation tool, a standard MS-DOS program used in hotels to process reservations.
6.
Knowledge in using statistical tools
2
Majored in Politics and Economics and has good command of using SPSS and STATA softwares. I also created a model that measures policy effectiveness of modernization in the Mining Industry using Lepanto Mining Corporation as a representative company using regression analysis.
TRAININGS/SEMINARS
Date
Topic/Course Title
March 24, 2018
New Generation’s Connectivity in the Digital Economy
Second Business Economic Development for Graduate Studies
Participant and Organizer
March 24, 2018
Introduction to ASEAN
Second Business Economic Development for Graduate Studies
Participant and Organizer
September 2, 2017
Positive Education: Towards Attainment of Academic Success, Well-being and Character Strengths
Center for Language Studies
Participant
LANGUAGES SPOKEN
Language
Proficiency Level
(5=Excellent; 1=Poor)
1.
English
5
2.
Filipino
5
3.
Spanish
3
REFERENCES
Michael Cumbe
Michael James Dulay
Position: Team Leader/ Supervisor
Convergys Philippines Corporation
Mobile.No.:-
Position: Team Leader/Supervisor
Convergys Philippines Corporation
Mobile.No.:-
