RONA MARIE N. CALSO
UP Diliman, Quezon City
Mobile :-
e-mail: -Skype : onacalso
OBJECTIVE
Self motivated individual with strong interpersonal and communicating skills. Seeking a position that allows me to utilize my skills, knowledge and capabilities in a company that upholds a competitive and dynamic culture.
12 years call center experience, Handled both Inbound and Outbound campaigns.
EDUCATIONAL ATTAINMENT
Tertiary 2004—2008
Polytechnic University of the Philippines
M.H. del Pilar Campus, Sta. Mesa, Mla.
Mabini Campus, St. Sta. Mesa , Manila
Bachelor of Science in Nutrition and Dietetics
Secondary 2000—2004
University of the Philippines Integrated School
Katipunan Avenue , Quezon City
Primary 1994—2000
University of the Philippines Integrated School
Katipunan Avenue , Quezon City
WORK EXPERIENCES
1. Agent/Team Leader
Company Name: Havenlink Solutions
Dates Employed: Apr 2006 – Jan 2008
Employment Duration: 1 yr 10 mos
Location: 12th floor Raffles Bldg. Ortigas, Pasig City
Handled Outbound Calls
Customer-service oriented
Appointment settings campaign
2. Team Leader
Company Name: WNS Philippines(T-Mobile)
Dates Employed: Jan 2009 – May 2009
Employment Duration: 5 mos
Location: Ground Flr. Superstore Building Timesquare st. Araneta Center
Inbound Call center, Telco Account
3. Team Leader
Company Name: Lasting Line Contact Center
Dates Employed: Feb 2008 – Dec 2009
Employment Duration: 1 yr 11 mos
Location: 20th flr. Prestige Tower Emerald Ave. Ortigas, Pasig City
Appointment settings campaign
4. Team Leader
Company Name: Prime Contact Solutions
Dates Employed: May 2009 – Sep 2010
Employment Duration: 1 yr 5 mos
Lead Generation
Statement Pulling
5. Team Leader
Company Name: Heart Check America
Dates Employed: Sep 2010 – Feb 2011
Employment Duration: 6 mos
Location: Ortigas, Pasig City
Appointment settings campaign
6. Campaign Manager
Company Name: Global Vector
Dates Employed: Mar 2011 – Sep 2015
Employment Duration: 4 yrs 7 mos
Location: Makati City, Philippines
Appointment Settings
Credit card Statement pulling
Appointment Settings
7. Lead Generator
Company Name: Merchant Service
Dec 2015 – Present
Employment Duration : 2 yrs 5 mos
Location: Home Based
Lead generation services provide direct marketing services to seek out highly qualified prospects for credit card processing, online check verification, merchant transaction processing, and cash advance
-Team Manager is responsible for monitoring queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback
Be available to affect the entirety of the team's operations.
Manage by walking around. Be visible to answer questions.
Take calls that agents can't handle and be available when an agent appears to need assistance.
- Campaign Manager is responsible for data entry, payroll, report entry, managing the organizations HR, helping and creating organizational and program budgets
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Ensure administrative bookkeeping is accurate.
Create and maintain files on each agent as they relate to attendance, production, and reviews.
Present to the owner at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
Present to the owner at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.
Create a forecast describing the things each agent will be focused upon.
Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices. This position will also interact with the owner
References:
Eugene Gold
Merchant Services-
Jacky Salcedo
Merchant Services-
