Joyce Ares

Heidi Joyce A. Ares Quality Assurance/Evaluator #4 Carballo Apt., Corner Calindagan, Dumaguete City-, (- Work Experience Convergys, Phils. - QA Feb. 2012 – Nov. 2016 Facilitate client and internal calibration sessions to ensure everyone is updated with product specific changes and new information Facilitate client and internal call listening sessions to ensure observations, feedback and best practices are shared among all stakeholders Audit Team Lead’s calls and evaluations thru Program Mastery and Quality for Performance and ensure variance is within the target Send reports (i.e. QA scores/dashboard, QA deck, etc.), trends, root cause analyses thru collated data and suggests action plans to Operations and clients based on the established trends and root cause/s Review client audits and send an appeal/dispute to errors assessed as necessary to maintain passing Quality Score for the site Does/observe triad coaching session with a team lead and an agent to make sure coaching model is followed and being utilized as appropriate Conduct QA talk for the trainees during their PST to ensure they are aware of the Quality guidelines before pre-transition Quality Intern Sept. 2011 – Jan. 2012 Evaluates agents’ calls Sends daily summary report for evaluations made Sends updates and reminders to Operations as necessary Observed client and internal calibration sessions Customer Service Representative May 2011 – Sept. 2011 Took provider calls for a healthcare program Maintained passing scores for all given metrices Skills Knowledgeable in different reports using Microsoft Office (Excel, word, PowerPoint) Good communication skills both written and oral Strong people skills – can deal and handle different types of personality Good management skills – able to work under pressure Good leadership and organizational skills -collaborates with key players to achieve a common goal Coaching and mentoring Education Xavier University – Ateneo de Cagayan 1999 – 2013 Bachelor of Science in Psychology Liceo de Cagayan University 1995 – 1999 Highschool 1995 Elementary References: Vina Cabalo Training Supervisor, Convergys - Harvy Jill Delos Santos Former Quality Supervisor, Convergys - Therese Marie Yongco Quality Assurance/Evaluator, Convergys -