Noel Melanio Ramirez

Noel Melanio M. Ramirez 338 Soriano St. Aduas Norte Cabanatuan City, Nueva Ecija,- (- Experience January 2016 – May 2017 Operations Supervisor C3 Customer Contact Channels/C3 Connect Responsible to meet the team productivity Handle customer complaints and escalations Improve team’s performance through constant monitoring and coaching Create initiatives and action items to improve performance and productivity Communicate problems and challenges to Operations Manager May 2012 – December 2015 Quality Assurance Representative C3 Customer Contact Channels/C3 Connect Monitor/audit each assigned associate in accordance with C3 and client requirements. Provide personal and proactive feedback to associates both in one on one sessions. Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards. Work with supervisors and management to ensure that all associates are meeting quality standards. Provide training as needed to both new hires and experienced associates. Attend and contribute to both internal and client monitoring sessions. Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s). Track trends and make recommendations for refresher and/or up- training to the trainer(s). Mar 2011 - May 2012  TSR 1/QA Intern Teletech Customer Care Management Inc. Provide assistance to customers with billing and technical concerns. Quality Assurance Intern for six months. Mar 2010 - Feb 2011  Collection Agent Transcom Worldwide Philippine Receive incoming and make outbound calls to clients’ customers in arrears to discuss payment options. Feb 2008 - Feb 2010 Customer Service Representative ICT Marketing Services Inc. Provide support for billing inquiries of Barclaycard US customers and upsells Barclays' extended services and products. Education 2006 La Fortuna College Bachelor's/College Degree in Mass Communications | Philippines Additional Info SPECIAL COMPETENCIES Highly technical in Microsoft Office Programs (Word, Excel, and PowerPoint) Experienced in Call Center Industry Trained in Bankable Leadership and Behavioral-based coaching PERSONAL Substantial experience and outstanding skills in customer service Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult clients. Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles. CHARACTER REFERENCES Ma. Viginia Sagrado, TaskUs Philippines, Operations Supervisor, - Rowell H. Gonzaga, Techmahindra, Operations Manager, - Louie Ann Ragadio, Customer Contact Channels Inc, Operations Manager, -