Mary Jane Adlao

 MARY JANE P. ADLAO 1811 Sitio Kababan Brgy. San Juan, Cainta, Rizal - / - Email Address:-Skype ID:- CAREER OBJECTIVE I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities. WORK EXPERIENCE QUALITY ASSURANCE ANALYST NOVEMBER 2015 – MAY 2017 Brother International HINDUJA GLOBAL SOLUTIONS, LTD Regularly conduct random call monitoring Conducts calibration session with the client and with Operations Conducts product specific coaching sessions with the agents regarding trends and quality. Responsible in releasing updates and training flashes to Operations and Training group. Handles incoming calls and/or escalated calls and meets telephone productivity standards Follows other tasks and/or offline tasks assigned by the Training/ Quality Manager. SUBJECT MATTER EXPERT MAY 2015 – OCTOBER 2015 Brother International HINDUJA GLOBAL SOLUTIONS, LTD Regularly conduct floor walk to ensure quality and productivity adherence Receive escalation calls from associates Assist Team leader with coaching logs, filing EAR’s, contribute Service Cost Reduction suggestions and OSvC improvements. TECHNICAL SUPPORT REPRESENTATIVE OCTOBER 2009 – APRIL 2015 Brother International HINDUJA GLOBAL SOLUTIONS, LTD Maintain required KPI’s required by the client while providing assistance related to machine, software and other brother-related technical issues. EDUCATIONAL BACKGROUND: College: ICCT Colleges Cainta Campus Cainta, Rizal BS-Education SY 2009 (2nd Year Undergraduate) High School: Francisco P. Felix National High School Brgy. Sto. Domingo Cainta, Rizal SY 2004 Elementary: Exodus Elementary School Exodus Floodway Cainta, Rizal SY 2000 SKILLS AND INTERESTS Computer Skills: Software Application (i.e. Windows Word, Windows Excel, Windows Powerpoint, Macintosh Navigation, Internet) Special Skills: Good-natured, with good interpersonal skills, persistent, creative and Fluent in English both in oral and written TRAININGS/SEMINARS ATTENDED Law Enforcement SeminarFebruary 19, 2013 NPS Primer for Leaders TrainingJuly 14, 2016 Millennials at the Workplace & Handling Employee ResignationsOctober 21, 2016 CHARACTER REFERENCE Mr. Darryl Dadia Brother International HINDUJA GLOBAL SOLUTIONS, LTD Account Shift Manager HGS Cyberpark, Libis Quezon City - Ms. Ana Crizza Dacumos Brother International HINDUJA GLOBAL SOLUTIONS, LTD Quality Lead/Associate Manager for Business Excellence HGS Cyberpark, Libis Quezon City - Mr. Geoffrey Sarita 51Talk Pasig, City Freelancer/Online Teacher San Mateo, Rizal - I hereby certify that all above information are true and correct to the best of my knowledge and beliefs. _____________________ Mary Jane P. Adlao