Michelle Bulaclac

MICHELLE BULACLAC-Mobile: - CAREER SUMMARY Experience in: Billing/Land Title Search Auditor Task Admin Assistance Customer Support Email Support Business Correspondence/Reports Web Research/Design Data Entry SKILLS Zendesk Wix - Web Designing WordPress - Web Designing Microsoft Office Google Docs Google Sheets Google Form Basic Graphic Design Basic SEO Basic Video Editing AWARDS AND CERTIFICATES Probe Group Philippines Consistent in Passing Quality Assurance Scores Top 6 Agent - March 2021 Top 7 Agent - December 2019 - February 2020 Top Performer QA (perfect score)- October December 2020 Top Performer QA (98%) - January 2021 Tech Mahindra Most Productive – Oct. 2017 Auditor Highest Quality Score – Oct. 2017 VAccolades Cookies – Oct. 25, 2017 Certificate of Achievement – July 26, 2017 Star Performer – March 23, 2017 Certificate of Recognition – Feb.15, 2017 Certificate of Excellence (1st Place) – Nov 2016 Certificate of Excellence – March 2016 Certificate of Excellence – April 2016 Certificate of Excellence – Dec. 2015 Award of Excellence – March 2015 EDUCATION HISTORY UNIVERSITY OF SANTO TOMAS Bachelor of Arts, Major in Economics 1996 Member: Junior Philippine Economics Society, Artlets Economics Society Blk 47 Lot 19 Purok 4 Brgy. Bagong Buhay III City of San Jose del Monte Bulacan CAREER HISTORY QUALITY ASSURANCE ASSOCIATE Alorica Philippines | October 10, 2022 - Present Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes call monitoring, review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e. handle time, speed of answer, etc.). Provide specific feedback to Asupervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed. Responsible for completing the required number of quality reviews for each agent based on client/company performance guidelines. Document all observations thoroughly by maintaining observation forms and call center monitoring databases. Participate in internal and external client monitoring/calibration sessions in order to ensure a thorough understanding of programs, goals, and client standards of excellence. Responsible for handling agent-level calls to maintain personal knowledge of program(s). Participate in and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees. Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. Facilitate the PST Certification for the new agents Assisting agents through chat support for concession requests EMAIL SUPPORT CUSTOMER SERVICE AGENT Probe Group Philippines | September 23, 2019 – Present provides customer service support for a financial company through email using Zendesk assists in the manual ID verification process EMAIL SUPPORT CUSTOMER SERVICE ASSOCIATE One Contact Center | June 06, 2019 – September 05, 2019 Provided customer service support for a retail online store through email and chat support using Zendesk CUSTOMER SERVICE ASSOCIATE Tech Mahindra Philippines | April 30, 2015 – November 16, 2018 Auditor Task Read and analyzed notes regarding the repossession of units to determine if the expenses incurred by the independent contractors are within the authorized amount Checked the accuracy of the invoices (pdf format) and should match the amount posted on the system Billed banks for the expenses Data Entry Task Encoded customer profiles/information in the system and categorized if they file for bankruptcy or consumer proposal Registry Search Task Assisted with the request of the banks to search for land title certificates, mortgage documents, plans, and other documents related to land Processed billing for Personal Property Security Act (PPSA), Corporate and Land searches Created/Encoded request for land title search, corporate search, or vehicle Identification search TECHNICAL SUPPORT REPRESENTATIVE CONVERGYS (Concentrix) | December 16, 2013 – January 14, 2015 Provided technical assistance through inbound calls for Verizon customers (consumer and business account) concerning issues related to internet connectivity, wireless set-up, email concerns, and other issues that pertain to Verizon products and services