VENNEZ MAE
CAPE-METRILLO
VIRTUAL ASSISTANT
WORK HISTORY
Quality Assurance Specialist
TELETECH - UHG OPTUMRX
MARCH 2018 - FEBRUARY 2020
Evaluates calls to ensure quality and compliance to company's
policies and procedures using four quality assurance
guidelines
Provides timely feedback to agents and shares best practices
for opportunities observed
Attends call calibration for product and quality updates
TELETECH - UHG DENTAL & VISION, DATA ENTRY
OCTOBER 2017 - FEBRUARY 2018
ABOUT ME
I am a goal-driven person with the ability to make
anything I put my mind to success. I will make your life
easier and help you run your business efficiently.
I learn swiftly and have a keen eye for details and I am
a great manager of time. I can produce quality work within
deadlines and committed to 100% client satisfaction.
ACADEMIC HISTORY
Lipa City Colleges
2009 - CUM LAUDE
BACHELOR OF SECONDARY EDUCATION MAJOR IN
MATHEMATICS
Pinagkawitan National High School
2005 - ACHIEVER
Labac Elementary School
2001 - SALUTORIAN
CONTACT INFORMATION
Phone: (- / (-
Skype: venizcape
Email:-Address: #219 Anilao Labac, Lipa City, Batangas,
Philippines 4217
WHAT I KNOW
SCHEDULE MANAGEMENT
SOCIAL MEDIA MANAGEMENT
EMAIL MANAGEMENT
CUSTOMER SUPPORT
WEB RESEARCH
TRANSCRIPTION
DATA ENTRY
MICROSOFT OFFICE
BASIC GRAPHIC DESIGN
PRODUCT LISTING
PRODUCT SOURCING
DROPSHIPPING
Conducts evaluations for two levels of business - calls for
Dental & Vision then projects/transactions for Data Entry,
provides timely feedback to agents and shares best practices
for opportunities observed
Sends reports about customer surveys, quality scores and top
drainers
Conducts evaluations for team leads and scrubs their
evaluations for their agents to check if the quality scores are
accurate
Conducts short call validation
Attends client meeting and call calibration for product and
quality updates
TELETECH | JUNE 2017 - SEPTEMBER 2017
Quality Assurance Training for Community & State - NY/NJ
Quality Assurance Training for Dental & Vision
CDC Champ
TELETECH - UHG OPTUM HEALTH BEHAVIORAL SOLUTIONS
JANUARY 2015 - JULY 2015
Provides root cause analysis (RCA) for agents' failed survey
scores from customers
Conducts side by side evaluations to newly hired agents to
ensure they follow the company policies and procedures
Sends reports regarding newbies performances and reports
for the program's RCA for failed survey scores
Attends meeting with the Operation and Training team
Creates weekly blasts (tips to improve quality and survey
scores) with basic graphic designs
Customer Service Representative
TELETECH - UHG OPTUM HEALTH BEHAVIORAL SOLUTIONS
OCTOBER 2009 - DECEMBER 2014
AUGUST 2015 - JUNE 2017
Assists callers with their inquiries about benefits,
authorization and claim status
Keeps records of customer interactions and process customer
accounts and file documents while multi-tasking
Acts as floor support for newly hired agents
