Edwin Antipolo Email & Phone Number

• Uses voice and written communications to ask insightful questions that get to the root cause of the customer’s problem.• Generates solutions using deep product knowledge and utilizing rich knowledge bases• Spends over 20% of work time learning, improving ability to support the products known and expanding the breadth of products that can be supported

Involves in delivering projects for video captioning, time coding, and subtitling

Pasay City

• Manages a team of quality specialists/coaches supporting the operations of a US call center• Responsible for gathering, analyzing, and presenting quality implementation data• Heads a local strategic business unit of the company• Participates in cross-functional support programs and assists in the development of the business unit• Understands and supports the clients and company needs and requirements for quality improvement• Ensures that SLAs are met; collaborates… Show more • Manages a team of quality specialists/coaches supporting the operations of a US call center• Responsible for gathering, analyzing, and presenting quality implementation data• Heads a local strategic business unit of the company• Participates in cross-functional support programs and assists in the development of the business unit• Understands and supports the clients and company needs and requirements for quality improvement• Ensures that SLAs are met; collaborates with NYSD leaders on strategic planning, productivity optimization, business solutions, and problem resolution Show less

Mandaluyong City

• Developed and managed a team of Quality Specialists and Coaches• Participated in cross-functional support programs and assisted in management development process for the site• Responsible for gathering, analyzing, and presenting quality implementation data; helped develop and maintain the account’s Quality Management System

Makati City, Philippines

• First Manila officer to be recognized as Superstar Awardee for the Washington Mutual Account across all offshore sites due to outstanding leadership and performance• X-Factor Awardee for 2008 (X-Factor Award is an annual award given to employees who exhibited remarkable performance throughout the year.)• Perfect Attendance Awardee for the year 2010• Administered performance management for agents (both inbound and outbound) by diagnosing improvement opportunities, providing… Show more • First Manila officer to be recognized as Superstar Awardee for the Washington Mutual Account across all offshore sites due to outstanding leadership and performance• X-Factor Awardee for 2008 (X-Factor Award is an annual award given to employees who exhibited remarkable performance throughout the year.)• Perfect Attendance Awardee for the year 2010• Administered performance management for agents (both inbound and outbound) by diagnosing improvement opportunities, providing effective feedback, coaching, counseling, and corrective action plans • Performed quality checks, developed and review performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives• Became the lead officer of the Quality Team for the Target Account: assisted in the development of call quality guidelines and standards; performed accuracy audits of call quality evaluations made by Coaches and Performance Analysts; analyzed and facilitated call evaluation distribution and assignments; implemented procedures for call monitoring disputes; provided well-rounded coaching and feedback to performance (quality) analysts Show less

Makati, Philippines

• Promoted rapidly from frontline customer service representative to Quality Analyst• Performed call monitoring and provided trend data to a specific team• Used Call Quality monitoring system to compile and track performance at team and individual level• Coordinated and facilitated call calibration sessions for call center agents; provided feedback to customer service representatives

Makati City, Philippines

• X-Factor Awardee for 2006• Provided quality customer service for the Washington Mutual (WaMu) account• Recognized as one of the top ten WaMu performers (customer service) for 2006• Responded to customer calls and inquiries regarding credit card accounts• Worked as a part of a customer service team for American clients utilizing highly effective communication skills within the framework of the standard American English language

Cabanatuan City / Gapan City

• Supported key sales and delivery work by servicing the daily territory operations, performing Territory University (TU) related tasks, and providing administrative service to the territory teams for both Cabanatuan and Gapan Sales Office• Responsible in all aspects of documenting sales activities, consolidating key points in sales for managerial decision making and analysis

Cabanatuan City, Philippines

• Taught core subjects in IT such as Visual Basic and C++ Programming, Web Page Development, Database Management Systems, System Analysis and Design, Software Engineering, and others• Assigned in the NEUST College of Computer Studies (CCS); also assigned in the editorship of the TITLEBAR, the department’s official publication, in addition to regular schoolwork

Practical English And The Command Of Words

Professional Teacher Education, Information Technology

Bachelor Of Science (B.S.), Information Technology