Portia Angelica Timbreza

PORTIA​ ​ANGELICA​ ​S.​ ​TIMBREZA CONTACT​ ​INFORMATION Home​ ​Address:​ ​#18​ ​Rimando​ ​Road, Baguio​ ​City​ ​2600,​ ​Benguet,​ ​Philippines Mobile​ ​No.:​ ​+​- E-mail​ ​address:​- PERSONAL​ ​PROFILE Gender:​​ ​Female Date​ ​of​ ​Birth:​ ​July​ ​12,​ ​1989 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​Age:​​ ​28 Civil​ ​Status:​​ ​Married Citizenship:​​ ​Filipino Professional​ ​Objective I​ ​am​ ​seeking​ ​a​ ​position​ ​as​ ​a​ ​freelancer Educational​ ​Attainment ● ● ● PRIMARY​ ​EDUCATION​ ​–​ ​Bayombong​ ​Central​ ​School​ ​(consistent​ ​outstanding​ ​student) SECONDARY EDUCATION – Nueva Vizcaya General Comprehensive High School (Special Science​ ​Program) TERTIARY​ ​EDUCATION​ ​–​ ​Saint​ ​Mary’s​ ​University​ ​(Nueva​ ​Vizcaya) AB​ ​Mass​ ​Communications​ ​(maj.​ ​Journalism) ✓ Staff​ ​of​ ​school​ ​publication​ ​(The​ ​Marian) ✓ Vice​ ​president-​ ​Marian​ ​Society​ ​of​ ​Future​ ​Journalists Work​ ​Experience ● ● ● Coach​ ​at​ ​Sitel​ ​Baguio​ ​(First​ ​Data​ ​Corporation)​ ​from​ ​December​ ​1,​ ​2010​ ​to​ ​present Worked​ ​as​ ​a​ ​Quality​ ​Analyst​ ​(December​ ​1,​ ​2010​ ​-​ ​May​ ​1,2012) Worked​ ​as​ ​a​ ​part​ ​time​ ​English​ ​Teacher​ ​at​ ​RSVP​ ​(June​ ​2011​ ​–​ ​March​ ​2012) Proficiencies/​ ​Functional​ ​Strengths ● ● ● ● ● ● ● Excellent communication skills acquired thru taking different call types from various types of callers​ ​(merchants​ ​and​ ​cardholders) Can​ ​conduct​ ​training​ ​for​ ​all​ ​line​ ​of​ ​businesses​ ​mentioned​ ​above Excellent​ ​working​ ​knowledge​ ​on​ ​Microsoft​ ​Word,​ ​Microsoft​ ​PowerPoint,​ ​and​ ​Microsoft​ ​Excel Advanced​ ​knowledge​ ​on​ ​the​ ​usage​ ​of​ ​Microsoft​ ​Excel Typing​ ​speed​ ​range​ ​of​ ​30-50​ ​words​ ​per​ ​minute Great​ ​Schedule​ ​Adherence​ ​since​ ​employment Able​ ​to​ ​identify​ ​agent's​ ​needs ● ● ● ● ● ● Able​ ​to​ ​monitor​ ​and​ ​evaluate​ ​agent's​ ​progress Creative​ ​with​ ​passion​ ​for​ ​coaching/providing​ ​feedback Can​ ​handle​ ​different​ ​level/age​ ​bracket​ ​of​ ​agents Ensures​ ​that​ ​agents​ ​are​ ​provided​ ​of​ ​quality​ ​one-on-one​ ​feedback​ ​sessions Leads​ ​Excecutive​ ​Listening​ ​Sessions​ ​with​ ​the​ ​clients Willing​ ​to​ ​be​ ​trained​ ​and​ ​to​ ​work​ ​on​ ​dynamic​ ​environments​ ​requiring​ ​shifts​ ​of​ ​work​ ​schedule Seminars/Trainings ● ● ● ● CITZ​ ​(Coaching​ ​in​ ​the​ ​Zone) BLITZ Which​ ​includes: ✓ Customer​ ​Satisfaction ✓ Setting​ ​Goals ✓ Leadership​ ​Styles ✓ Coaching ✓ SKEP​ ​(creating​ ​Skills​ ​Knowledge​ ​Enhancement​ ​Plan) ✓ Action​ ​Planning​ ​and​ ​Reporting Basic​ ​Training​ ​for​ ​Trainors Sitel​ ​Speech​ ​Series Accomplishments ● ● ● ● ● ● Awarded​ ​as​ ​Top​ ​Prepaid​ ​Agent​ ​(3​rd​​ ​quarter​ ​of​ ​2011) Received​ ​award​ ​for​ ​CSR’s​ ​with​ ​highest​ ​VOC​ ​(CSAT)​ ​scores​ ​“VOC​ ​Rockstar​ ​Award” Promoted​ ​as​ ​Quality​ ​Analyst​ ​after​ ​a​ ​year​ ​of​ ​tenureship​ ​as​ ​an​ ​agent Chosen​ ​as​ ​the​ ​account​ ​resource​ ​for​ ​the​ ​Sitel​ ​Speech​ ​Series Headed​ ​account’s​ ​Business​ ​Intelligence​ ​team Worked​ ​with​ ​Process​ ​Improvement​ ​Project​ ​Managers​ ​to​ ​accomplish​ ​a​ ​couple​ ​of​ ​projects: ✓ Root-Cause​ ​Analysis​ ​–​ ​Improving​ ​Survey​ ​Scores ✓ Enhancing​ ​processes​ ​and​ ​tools​ ​for​ ​different​ ​products​ ​and​ ​LOB’s ✓ Researching​ ​on​ ​Client​ ​Escalations ✓ Time​ ​and​ ​Motion​ ​Study