Eva Pardillo Email & Phone Number

Oversees the nesting process for new hires across multiple functions. Responsible to deliver ongoing coaching/training and oversight of new hire performance throughout the nesting process. Assists the Training Team in delivering certain training programs to existing staff. In change for the development and performance of new hires during the nesting process. Serves as the central point of contact for managers during nesting.

Homebased

• Delivers exceptional, friendly, and provide an immediate response to customer needs.• Answers questions about rental inquiries.• Assists tenants with their maintenance needs.• Accurately records the clients’ maintenance requests.• Troubleshoot all the work orders submitted by the tenants, landlords, and property managers.• Skillfully analyzes the type of work order submitted that meets the call policies provided by individual property managers and appropriately dispatch vendors that match the maintenance requests meeting the emergency criteria. • Corresponds to property managers, vendors, power owners, or utility personnel for every emergency maintenance request.• Skillfully anticipates and addresses maintenance requests.

Cebu, Philippines

• Supervised quality coordinators.• Met operation’s target of endorsing new hire agents to the production floor.• Negotiated and correspond the center wide’s action plans and the execution to improve call quality monitoring to vendors and the center’s leadership team, • Identified call drivers, analyzes, and developed training modules.• Scheduled client monitoring with the vendor and the center’s leadership team.• Conducted training with quality coordinators to improve their coaching skills.• Analyzes QA staffing that will correspond with operations schedules.• Developed new hire and tenured agent’s soft skills training modules.• Developed new hire and tenured QAs training modules.• Developed learning materials to improve the center’s CSAT scores.• Evaluate QA’s performance and provided coaching to increase their performance.• Engage in leadership and strategic planning.• Conducts interviews for aspiring Quality Coordinators.• Developed a week program for the customer service week.

Cebu Branch

• Ensures that the defined transaction monitoring process is constantly followed• Gives feedback to monitored agents and coach them to improve/sustain performance.• Follows through low performing and ensures that focused coaching is given.• Attends calibration sessions on time, ready with information.• Sends/submits accurate and on-time reports.• Reports any LOB observations that may lead to performances issues on team/agent level.• Conducts root-cause/performance analysis on agent/team level performance and recommends/implements action plans to address quality concerns.• Coordinates with the training department when certain training is needed by an agent or group of agents based on internal monitoring and customer satisfaction survey results.• Initiates programs and activities that lead to performance improvement of the account.• Reviews documented processes and recommend changes to further improve practices in the department.

Cebu Branch

• Assisted callers with basic connectivity issues.• Provided feedback to the supervisor for unknown issues.• Handled escalation calls from Tier 1.• Accurately recorded the clients’ maintenance requests.• Troubleshoot internet connectivity issues.• Offered internet speed upgrades and other ISP bundled products ( anti-virus, internal geek squad, etc.).• Brainstormed with the supervisor and teammates on how to resolve unknown issues.• Sent accomplished daily reports.

Cebu Branch

Takes inbound calls and troubleshoot all internet-related concerns that is within the scope of support provided by the Internet Service Provider. Escalate or transfer calls to the appropriate department. Dispatch to appropriate vendor when needed.

Cebu

I worked at the university where I studied for free education for my Bachelor's degree. I started as an assistant at the High School Chemistry Laboratory for a semester and then moved to the High School Principal's Office as assistant to the secretary. I attend to the high school student, parents, teacher and principal's requests. I received inbound and outgoing calls. We conduct office inventories and arrange materials and venues for the department's meetings.

Cebu, Philippines

University Of San Carlos Main Branch

Take orders from customers, process bills and present them as requested. Help with outdoor delivery or with food preparation at the kitchen, depending on what is required at any particular time. Furnish customers with helpful information regarding service time and special deal offers.