Wynsum Abellana

WYNSUM MANACAY ABELLANA 1-A Libra Street, Pleasant Homes Subdivision Punta Princesa, Cebu City (-- QUALIFICATION SUMMARY Experienced in managing the performance and development of Quality Evaluators Supports account by designing operational support processes, analyzing results, participating in problem solving and development of process improvement initiatives related to Quality monitoring results WORK EXPERIENCE Quality Supervisor Convergys Philippines Services Corp TGU Building, IT Park, Cebu City March 2012 – Present Design, monitor and evaluate adherence to and efficiency of processes that support ability of account to achieve business results and client satisfaction through transaction monitoring Analyze results and trends on all quality metrics Provide data to support staff teams and Account Management on program level results/trends, recommend and support implementation of appropriate changes Assist with the development of Transaction Monitoring Evaluator staff members Quality Assurance Agent Call Assistant Cebu Business Park, Cebu April 2011 - October 2011 Evaluate random calls and ensure quality goals are met Inform direct supervisor of coaching alerts, trending in behaviors, script discrepancies and any other situation that needs to be addressed immediately Transaction Monitoring Supervisor Convergys Philippines Services Corp Banawa, Cebu City June 2008 – February 2011/October 2011 - March 2012 Support Operations by providing feedback and recommendation on monitored calls. Provide daily, weekly and monthly report on agent behaviors and suggestions to maintain the Site’s goal on key metrics Evaluate levels of process and staff effectiveness and works with Operations to create improvement action plans Supervise all Transaction Monitoring Evaluators who support a program or site Responsible for the accuracy of evaluations, analysis and overall performance of the evaluators, as well as the skill level and development of the employees in the team Ensure consistent application of the quality process/system Transaction Monitoring Evaluator Convergys Philippines Services Corp Banawa, Cebu City March 2007 – June 2008 Monitors calls and provides thorough coaching and feedback to agents through evaluation annotations Creates performance report and analyzes agent trends and behaviors Analyze evaluation results and gives feedback to supervisors and managers regarding agent performance: strengths and areas for improvement Facilitates Quality Talk with agents, discussing the key elements of an excellent customer service Facilitate calibration sessions Customer Care Representative Convergys Philippines Services Corp Banawa, Cebu City September 2004 – March 2007 Interface with customers via inbound or outbound calls, answering bill disputes, up-selling client products, basic troubleshooting, handling miscellaneous customer service and general information calls, providing excellent customer experience at the end of each call Validates adjustment requests of team mates EDUCATIONAL ATTAINMENT Bachelor of Science in Electronics and Communications Engineering Xavier University, Ateneo de Cagayan Cagayan de Oro, Philippines May 2003 High School Corpus Christi School Cagayan de Oro, Philippines March 1996 Elementary Corpus Christi School Cagayan de Oro, Philippines March 1992 EXAMINATION PASSED Government Licensure Examinations for Electronics and Communications Engineers Cagayan de Oro City November 2003 TRAININGS RECEIVED Convergys Leaders as Coaches Convergys Philippines Services Corp Cebu IT Park, Cebu City October 2015, April 2017 Advanced Word, Excel, Powerpoint Program Informatics Computer Institute Raintree Mall, Cebu City April – May 2009 Seven Essential Habits Workshop Convergys Philippines Services Corp Asiatown IT Park, Cebu City February 6, 2009 Team Leader Development Phase 2 Convergys Philippines Services Corp Asiatown IT Park, Cebu City September 2008 On-The-Job Training Nodal Distribution Center, Bayantel Co. Domingo-Velez Sts, Cagayan de Oro City March-May 2002 REFERENCES John Rey T. Santillan Manager, Call Quality Convergys Philippines Services Corp Cebu City (- Rimar D. Jubay Manager, Call Quality Convergys Philippines Services Corp Cebu City (-