Keola Rohani Andaya

Keola Rohani P. Andaya 921 Mansanas St. Napico Manggahan, Pasig City Mobile No. :- E – Mail Address :- PROFESSIONAL EXPERIENCES Global Edu Town Inc. 5F Polaris Center Building, 48 Polaris Street, Barangay Poblacion, Makati City Phone English Teacher July 2010 - April 2013 Teach English language to students in Korea Provide verbal and written instructional feedback to students. Assess and evaluate student’s performance. Observe and adhere to quality assurance guidelines, including online lesson tools, lesson delivery process and standards. Stellar Philippines 24F MDC 100 Building, C.P. Garcia (C-5) corner Eastwood Avenue, Barangay Bagumbayan Inquiry/ Sales Representative (Jetstar Airways)May 2013- December 2014 Accurately answer customer’s inquiries on Jetstar’s products and services. Book travel tickets appropriate to customer’s needs. Change date, time, and route of customer’s booked ticket or recommending solutions and other services if appropriate. Assist passengers affected by flight cancelations/delays/schedule changes by providing best possible options. Subject Matter Expert (Jetstar Airways)December 2014 - August 2015 Constantly monitor performance of respective agents/ groups assigned. Coach agents to perform/improve on all KPIs (conversion, quality, AHT, etc.) meeting all the objectives and performance metrics set as per the standards. Evaluate and monitor call handling and agent behavior for progress. Provide floor support/ conducts floor walks on real-time basis to agents. Team Leader (Jetstar Airways)August 2015 – June 2016 To ensure consistency in the performance improvement plans for the assigned agent groups. Monitor a specific set of calls (real-time and/or recorded) and provide feedback. Perform administrative duties in reference to paper works for scoring, sign sheets and other performance reports. Drive positive call center environment with a lively sales approach. Drives motivation, camaraderie, team building and team bonding among members of the Operations floor. EDUCATIONAL BACKGROUND Sta. Lucia High School- Pasig2002 - 2006 Polytechnic University of the Philippines (PUP)2006 – 2007 Bachelor in Broadcast Communication Sta. Mesa, Manila PERSONAL DATA Age :25Civil Status:Married Birthday :April 7, 1991Height:5’ Birth Place :MandaluyongWeight:120 Lbs. CHARACTER REFERENCES Mica Sofia Flores Global Edu Town Inc. Quality Assurance Analyst - John Emilio Medina Jetstar Contact Centre Operations Manager - Belinda Babasa Jetstar Contact Centre Team Leader - ____________________________________________ Keola Rohani P. Andaya