Angelo Cesar Cueva Email & Phone Number

Central Luzon, Philippines

Quezon City, National Capital Region, Philippines

Quezon City, National Capital Region, Philippines

• Spearheaded a client initiative in one of the LOBs handled related to CSAT survey in which our team was able to yield a customer survey by 6 times.• Partnered with managers in improving the DSAT scrubbing form across the different LOBs.• Supervised a team of 8 quality analysts within the site/off-site and provided coaching/feedback for continuous improvement. • Performed a monthly review the reviewer sessions from a total sample of 24 combined email, chat and calls to check policy adherence and implementation of QA guidelines.• Facilitated client-facing performance review discussion during weekly meetings.• Created weekly/monthly LOB analysis on QA and CSAT showing error trends and common DSAT drivers.

Quezon City, National Capital Region, Philippines

• Collaborated with cross-functional team about social media CSAT improvement project, which was approved by the client and was able to pull up the CSAT from 1.80 to 3.00.• Conceptualized, designed, and composed email content regarding critical process updates received from the clients that will be sent to the agents.• Created and managed KPI dashboards focusing on CSAT and Quality scores.• Created a weekly report analysis on QA and CSAT data showing trends in errors and common NoSat drivers.• Facilitated internal QA calibration with Operations team.• Participated actively during bi-weekly QA calibration with the client leadership.• Provided support to the operations team through weekly huddles regarding their QA KPIs.• Facilitated QA Talk to new hires which focuses on quality parameter discussion.• Performed a weekly audits on solved tickets, chats, and calls of the agents to ensure policy adherence andimplementation of QA guidelines set by the client.• Advocated process recommendations and improvements in review guidelines to the clients.• Conveyed recommendations and coaching points to operations team regarding agent errors.

Quezon City, National Capital Region, Philippines

Provided support to a US-based Transportation Network Company and was able to maintain an average of 4.00 out of 5.00 CSAT and 100% QA score. Deployed to the different lines of businesses of our client including:• Rider Trips LOB - Attended to rider's concern through email/in-app and assisted them with their trips concern. Common email drivers are due to fare adjustments, cancellation fees and driver attitude).• Driver Funnel LOB - Assisted drivers in the activation process of their account through email/in-app. Provided advice to drivers on the specific requirements needed to be activated in their respective cities.

• Assisted one of the senior reporters in transcribing a press release from English to Filipino that will be aired in a Filipino news program (Mata ng Agila).• Monitored newscasts and wrote articles about it.

24/7 Mckinley Building, Bonifacio Global City, Taguig City

Provided support to a US-based Transportation Network Company and was able to maintain an average of 3.90 out of 5.00 CSAT and a 100% QA score. Deployed to the different lines of businesses including:• Rider Tier 1 LOB - Attended to rider's concern through email and assisted them with their trip and account concerns.• Rider Tier 2 LOB - Provided high-touch support to riders regarding their account and trip issues (e.g., banned account investigation, fraud investigation, fare adjustment limits from Tier 1, multiple pushbacks, etc.)

• Completed a total of 206 hours of On-the-Job training.• Assisted senior staff in getting patient records.• Encoded patient records in a hospital database.

Bachelor Of Arts - Ba, Mass Communication/Media Studies

Activities and Societies: In-charge of Videos and Film for New Era Communicators

Business Teacher Education, Business Teacher Education

Elementary And High School