Celeste Misa Email & Phone Number

- Monitors quality performance of individual Analyst, Specialist and Teams, and evaluates statistics.- Provides coaching to Service Desk Analysts after weekly quality assurance to address client-specific quality standards and expectations. - Works with the Quality, Academy and Operational Leads to develop Quality Assurance plans that aims to transform and improve service provided.- Implements and maintains QA reporting tools, databases and processes. - Works with Quality, KPI and Workforce Specialists to generate and analyse quality and KPI reports on individual agent, teams and project view.

Taguig City, Philippines

- Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/ reasoning skills, and a high level of individual judgment to ensure outcomes of users satisfaction. - Receive and respond to inquiries and requests via telephone, e-mail, case tracking system professionally and with speed, accuracy and proficiency. - Produce quality work and results; ensure fast and accurate turnaround of work; solve problems using agreed upon procedures; develop a comprehensive understanding and mastery of all tools. - Remain updated on products, policy, procedure and other important operational issues.

Blk 11 Lot 5 E. Rodriguez Jr. Ave., Bagumbayan, Libis, Qc

- Monitors and validates the Sales and Collections calls of the Product Specialists from various centers in US (AQM)- Provides feedbacks to every monitored call and gives recommendations for the improvement of call management- Ensures that the Product Specialists are following the proper call flow as directed by the client (PSC)- Achieves quality monitor goals in accordance with client specified goals as advised by Supervisor- Ensures quality of work to the satisfaction of customers

- Provides a professional and efficient customer support function for all client projects, in line with client contractual requirements via e-mail/ forum- Accountable for providing a high level of technical response to the customers of the client- Ensures that all communication with customer is within the guidelines given by the client; ensures that all data is collected accurately- Follows prescribed problem resolution and troubleshooting procedures- Performs queue check to know issues and trending- Ensures that service levels are achieved as communicated by the Team Manager- Provides technical assistance and instructions on the proper use of resources to find troubleshooting steps for difficult issues- Properly escalates technical and non-technical issues that cannot be resolved and/or not available on the resources given- Do mentoring tasks for newly hired employees and cross-training agents

- Installation and configuration of software/ hardware for Internet service - Coordinator of the Web cafe dissemination project for all Dioceses nationwide- Coordinates with telephone companies regarding connections for the Web cafe project

- Performs network maintenance- Does network design using Visio Diagram- Performs inventory-related tasks and handles documentation on assigned projects

Bs Math, Computer Science

Activities and Societies: Mathematics Society

Primary And Secondary