Mary Joyce Tadipa

Mary Joyce S. Tadipa Blk 5 Lot 40, Villa San Mateo 4, Kambal Rd, Guitnang Bayan, San Mateo, Rizal Cell:- Email :-  Dedicated customer service supervisor with 3+ years of experience in a BPO company. Handles a team of 12-29 customer service representatives skilled for different LOBs and/or campaigns.  Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies. Areas of Expertise Customer Service Management Complaint Handling & Resolution Client Satisfaction Customer Satisfaction Enhancement Front-End Supervision Sales and Retention Teambuilding & Training Cost-Reduction Strategies Social Media Marketing Lead Generation Credit Repair Editorial and Graphic Design Professional Experience Mercedes Enterprises Advanced Credit Solutions Client Support Administrator, April 2014 - Present (Work at Home) - Flexible Schedule Ensures that all client needs are met by reaching out to the credit consultants and work with them to get client issues resolved. Assists the Data Administrators in updating client's credit report. Reach out to clients for billing concerns and assists the CEO in some administrative tasks. Social Media Top team Lead Generation and Social Media Marketing Assistant, September 2015 – August 2016 (Work at Home) Assists the clients in maintaining their social media accounts by posting blogs, uploading data, updating information to cater to the needs of the client’s followers and group affiliates. NOMORACK Online Shopping Support Representative, November 2013 – March 2014 (Work at Home) Assists patrons with their shopping needs, assists in tracking deliveries and works on complaints and disputes. Convergys Corporation Customer Service Supervisor, August 29, 2011 to September 19, 2013 Campaigns : COMCAST ECARE VIDEO CHAT (February 2013 – September 19, 2013) MACY’S RETAIL VOICE / CHAT / EMAIL (Aug 2011 – February 2013)  Generates daily team KPI report. Checks team staffing and lost hours.  Does coaching daily and works on actions plans for Top, Mid and Bottom Performers.  Follows-up and sets the itinerary for the week giving team smart goals or individual targets to be able to hit and or exceed requirement on a weekly and monthly basis most especially on improving CES/VOC score.  Conducts team meeting if queue and line requirement permits to enhance team work and share best practices.  System used: Avaya CMS Emulator -Queue Management, real time data on productivity based on intervals, staffing, skilling, AHT and Adherence. EWitness and NICE - Remote Monitoring for Quality. Logs in evaluation based on criteria provided by clients. IEX- Tracks the weekly and daily schedules of the CSRs. Requests plotting of exceptions for system issues. Also tracks Sign in and Compliance per CSR on a daily basis. Cognos / PPM Web – tracks performance per agent and team level.  Knows how to work around with Excel to generate reports, timely and accurately. Create formulated templates for easy tracking purposes. APAC Customer Services Incorporated January 2007 to July 18, 2013 Customer Service Supervisor, October 2007 to July 2013 Customer Service Advisor (coach), July – October 2007 Customer Service Representative, January – July 2007 Campaigns : Media General – a media / publications company handling Tampa Tribune (Tampa Florida), Richmond Times Dispatch (Richmond Virginia) and Winston Salem (Noth Carolina) newspapers. Sirius XM – a radio / broadcasting company which caters music, news, and other related programs for listener’s information and entertainment around US, Canada and some parts of the world. Promoted to supervisor position to direct, train and supervise 25+ customer service reps. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions.  Generates Daily KPI report and sends it to the Operations. Updates Workforce and Operations Managers for line or system issues or possible changes in the volume of the calls. Manages staffing based on IDPs sent by WF on a weekly basis. Conducts live, remote and side by side call monitoring to ensure quality of calls. Coaching real time on metrics and product updates.  Has background in income forecasting and shrinkage. Works on possible factors that may affect income like staffing (absenteeism and attrition), volume of calls, occupancy and Average Handling Time. Ensures that agents have the correct payroll hours by checking time in and time out versus phone hours.  System used: Avaya CMS Emulator -Queue Management, real time data on productivity based on intervals, staffing, skilling, AHT and occupancy. EWitness - GRB4 (Greenbay) - Live and Remote Monitoring for Quality. Logs in evaluation based on criteria provided by clients. EWFM / Terminal Server- Tracks the weekly and daily schedules of the CSRs. Plotting of exceptions for system issues. Also tracks Sign in and Compliance per CSR on a daily basis. CCPulse – Queue Management, per agent and team level real time data in productivity.  Knows how to work around with Excel to generate reports, timely and accurately. Create formulated templates for easy tracking purposes. ICT Marketing Services Inc. October 2005 to January 2006 Telemarketing Sales Representative  Worked with CAPITAL ONE – CREDIT CARD ACQUISITION campaign. Calls prospects, answers query and sell plans and packages to interested customers. EPIXTAR July 2005 to September 2005 Telemarketing Sales Representative  Worked with ASPIRE VISA – CREDIT CARD ACQUISITION campaign. Calls prospects, answers query and sell plans and packages to interested customers. TOUCH ASIA CONTACT SOLUTIONS July 2004 to March 2005 Telemarketing Sales Representative  Worked with AMERICAN DIABETES ASSOCIATION. Calling prospects and creates awareness about the risk of diabetes and the dangers it pose to customers who doesn’t know more about the disease. An informative drive with sales by encouraging customers to participate through mailers and donation. PJ & DISCOVER MAGAZINE October 2005 to 2007 Editor and Graphic Designer ● Creates the concept, makes the research and layouts the pages of the magazine. People’s Balita April 2001 to 2004 Editorial Assistant ● Encodes and edit articles from writers. Ensures correct taggings of pictures and legal notices. Education and Training TRINITY UNIVERSITY OF ASIA (formerly Trinity College of Q.C.) June 1992 – March 1997 Bachelor of Arts in Masscommunication Affiliations: Writer / Correspondent , Trinity Observer – Official newspaper of TUA. Member, Sining Tanghalang Trinitia – Official Theater Club of TUA. Member, Trinity College Choir. Achievements / Representations : Delegate to ACUCA (Association of Christian Universities and Colleges in Asia) Music Seminar held in Daegu, Korea. References Tamsyn Faustino Relationship : Immediate Superior Position : Operations Manager Company : Convergys Corporation Contact info :- Gimmil Zulueta Relationship : Position : Company : Contact info : Immediate Superior Operations Manager APAC Customer Services Incorporated- Elaine Baltazar Relationship : Agent Position : Customer Account Executive Company : Convergys Corporation