WORK EXPERIENCE
Oct 2009 to present
Quality Assurance Analyst
Conduent Philippines
Assigned to audit 16 agents on the production floor. Checks and audits data entered in the system for Human Resources Outsourcing , listens to calls and check emails and chat transactions. Provides root cause analysis to Operations team regarding the trends and errors observed. Provides feedback and recommendations to Training team. Lead calibration calls with the clients. Review surveys, complaints and escalations and coaches the agents for improvement and resolution.
I was 2 years tenured agent handling Health Savings account for employees of BNY Mellon and US Bank before the promotion in 2011.
Other completed assigned tasks:
Team Leader Apprentice for New Hire (Benefit Wallet)
Training Advocate (Benefit Wallet)
Language Assessor for applicants
Accounts Handled:
Xerox Great Britain - April 2017 to present
Transactions, emails, calls
Energizer Asia Pacific Region - November 2016 – April2017
calls, transactions
GSK United Kingdom - Oct 2014 to April 2017
Transactions , emails ,calls , email and chat
ATOS Asia Pacific Region - -
Transactions , emails
BNY Mellon - Jan 2011 to 2012
Calls
EDUCATION
Graduated July 2002
B.S. Electronics and Communications Engineering
MAPUA INSTITUTE OF TECHNOLOGY Intramuros, Manila
PREVIOUS EXPERIENCE
Jan 2009 Oct 2009
Customer Care Specialist
AIG Shared Services
Responds to telephone inquiries and complaints using standard scripts and procedures. Gathers information, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner.
April 2005 May 2008
Customer Service Representative
APAC Customer Service Inc
Responds to telephone inquiries and complaints using standard scripts and procedures. Gathers information, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner. Informs customers about services available and assess customer needs.
March 2004 March 2005
Customer Service Representative
Convergys Philippines
Provides detailed explanation of the billing statement Accepts payments through credit card and checking account Provides assistance in activation and solves technical issues in receiver Assist in troubleshooting satellite dish and ordering PPV.
Trainings and Workshops Attended
January 5, 2018 Effective Coaching and Mentoring
February 5, 2014 US Tax Training
Effective Business Communication Workshop
October 14, 2013 Xerox Customer Service Workshop (Email Etiquette, Phone Etiquette)
Oct 6, 2013 Xerox Quick Solver
Apr 25, 2011 HR Labor Relations Management Workshop
Oct 1, 2010 Leadership Workshop
Jun 1, 2010 Excel Workshop level 1 and 2
