Randy Paul Jubac

I’ve been in the call center industry since May 2007 which has immersed me in both Customer Service and Sales for an American satellite TV company. As a frontline agent, I was responsible for resolving various existing customer concerns and signing up prospective clients. After a couple of years, I became a Quality Assurance Specialist. My main task for over 8 years was to evaluate calls and chats of Sales agents, as well as provide constructive feedback based on their performance and adherence to the guidelines. I also facilitated training sessions for newly hired employees, so they can be aware of what was expected from them and prevent penalties due to non-adherence. I then became a QA Supervisor in April 2017 which further exposed me to people, work and performance management. As the leader of the QA Team, I’ve maintained good working relationships with my QA Specialists and synergy partners such as Operations and Training. The rest of the skills that I’ve acquired over the years are active listening, data gathering, transcribing, proof reading and being analytical. I use Microsoft programs such as Word, Excel, PowerPoint and Outlook on a daily basis. I also have an above average command of the American English language may it be written or verbal.

I can work independently with minimal supervision and have no issues working with a team. There may be things that I’m not familiar with, but I’m a fast learner and can easily cope with changes.