Shirley Pontillas

Shirley M. Pontillas 3198 Saint Paul Street Janssenville Barangay San Juan, Cainta, Rizal- /- Email Address:- Summary Resourceful Quality Assurance Analyst who consistently meets and exceeds productivity goals. Proven capability to troubleshoot issues and resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. EDUCATION: Tertiary UNIVERSITY OF RIZAL SYSTEM Binangonan, Campus Bachelor of Science in Office Administration Major in Office Management UNIVERSITY OF RIZAL SYSTEM Binangonan, Campus Diploma in Computer Secretarial, 2005 High School TAYTAY NATIONAL HIGH SCHOOL Taytay, Rizal, 2000 Elementary FELIX M. SANVICTORES ELEMENTARY SCHOOL Taytay, Rizal, 1996 SKILLS:             Good communication and organizational skills Good listener Ability to handle stress effectively Ability to deliver superb customer service experience Able to handle phone calls and able to manage weekly scheduling Proficient with computer literate such as Microsoft Word, Microsoft Excel, Power point and Internet Able to work independently and in team Able to work nights and weekends Highly Motivated, self starter Able to Multi-task Able to do various other duties as assigned and as needed Can easily adjust with the environment WORK EXPERIENCE: HGS (Hinduja Global Solutions) Quality Assurance Analyst February 2015 – April 2017               Auditing live or recorded calls. Reporting all behavior that does not conform to the quality standards Implementing reports to establish patterns and trends of quality issues Cascading the Quality Packet to the new agents who will be endorse to Operations Works with Training and Operations to provide trend reports to address any issues that needs refresher training Conducting calibration session with the client and Operations Conducting product specific coaching sessions with the agents regarding trends and quality Releasing updates and training flashes tot Operations and Training group Handling incoming calls and meets telephone productivity standards Maintaining and updating trackers related to quality and trends Providing suggestion/s for continuous improvement of process and system Ensuring confidentiality, integrity and availability of information critical to fulfilling the organization’s business function Follows other tasks and/or offline tasks assigned by Training/Quality Manager Identify the cause of waste and customer dissatisfaction to improve productivity and quality standards. HGS (Hinduja Global Solutions) CSR/TSR July 2011 – February 2015             Verifying and creating account for the caller or for the company Educating and providing basic specifications and features of a machine Providing assistance in setting up the machine wired, wireless or usb connection for the printer to the computer Fax machine setup to the telephone line and other features Providing step how to scan, print, send and receive faxes and making copies Guiding customers how to install and/or download drivers for their model Providing accurate information regarding the setup of the printer and its features Processing replacement consumable items or unit for machine and parts under warranty Processing and sending work order to the Authorize Service Center for repair Referring and locating nearest Authorize Service Center Isolating and providing troubleshooting steps for the machines issue Creating dispatch for the On-site service technician NCO Customer Service Associate / Financial Care Associate September 2010 – May 2011        Verifying the account and the caller for security purposes Processing payment thru electronic check or debit/credit card Processing payment arrangement Discussing other bill detail Providing accurate information regarding the account Changing billing cycles and due date Changing billing address READYMAN INC / AMCOR Packaging Inc. Sorter February 2010-August 2010      Responsible in visual inspection of the product Visual inspection of different print defects and physical appearance of the product Responsible in informing the operator what defects has seen Weighing, checking height and bundling the finished product Done other duties as assigned ANALOG DEVICES INC. Machine Operator       Responsible in operating the machine used for testing devices Loading and unloading device/microchips in the machine Conducting minor machine calibration Monitoring yield and failures Checking and providing necessary document Done other duties as assigned I hereby certify that the above information is true to the best of my knowledge. __________________ Shirley Pontillas