Maria Angelique Usaraga Email & Phone Number

Singapore

Tgu Tower, Asiatown It Park, Lahug, Cebu City 6000

• One of the selected Team Leaders to handle Convergys’ new Payout Scheme roadshow along with Human Resource unit; hands-on with staff to ensure full understanding and compliance. • One of the selected pioneer Team Leaders for a new line of business in 2015, handling Internet and Telephony troubleshooting and sales across US Keystone and Freedom regions (Comcast Northeast Keystone IP). Includes direct client interaction, FGDs, and training consultation.• Appointed as Transition Team Leader from September 2015- March 2016- Oversee hand-off and transition performance of new hire teams from Training to Production within the next 3 months.- Select and manage Subject Matter Experts to support New Hire transition period• Designated by management for a collaboration role with the site’s Recruitment and Training department to take part in the hiring process and consultation for job fit application process improvement for the line of business from September 2015 to March 2016.• Top contributor resulting to the site attaining the highest First Call Resolution metric across all vendors for Northeast Keystone IP during its launch phase. Positive performance maintained throughout the rest of the year, ending with a low transfer rate of 12% - 14% average from a 25-32% start rate, VOC at 79% from a 69%-76% average.• Assigned as Cluster OIC supervising three (3) Team Leader Trainees handling around 60 representatives from March 2016 to July 2016. This involved triad coaching with the TLTs, coaching feedback, focus group discussions, data performance data analysis, and annual performance review among other responsibilities. • Launched and facilitated VOC Customer Satisfaction metric Bootcamp Program for Northeast Keystone IP non-performing agents. Satisfactorily managed outlier agents through weekly call listening sessions, weekly exams, and role-play sessions to elevate the agent’s low performance bracketing to a higher one. • Top Team Lead Awardee for Q2 of 2017.

Tgu Tower, Asiatown It Park, Lahug, Cebu City 6000

Primary Functions:• Managed attendance and performance of 15 CAEs (Customer Account Executives) daily to drive quality service, professionalism, and courtesy while creating team action plans to improve overall contribution to the line of business.• Performed guided analysis for New Hire performance together with Operations Manager, Training Manager, Trainers and Senior Operations Manager to develop and execute operation action plans.• Participate in Quality calibration sessions and continuous training courses. Career Highlights:• One of the quickest team to lower a 14% lost hour/absenteeism average rate to 3% within the first two fiscal month of handling the team and maintaining it with low agent attrition until role promotion to full-fledged Team Leader.• Top team for Sales and VOC Customer Satisfaction metric for 4 fiscals.• Received Employee Choice Award for outstanding peer and agent survey rating during the 2014 Team Lead Appreciation Day.

Tgu Tower, Asiatown It Park, Lahug, Cebu City 6000

Primary Functions:• Product expert to assist all agents on their calls; includes general inquiries, processing sales, checking account codes, account review, any technical and billing assistance.• Provide management support to Team Leaders as needed.Career Highlights:• Assigned as Cebu Northeast division Video program POC for Average Call Handling Time (AHT) metric. Tasks includes:- Generate daily report for long call duration, AHT drivers and long call agent behaviors.- Generate weekly AHT Trend-Analysis to determine AHT Outliers, Call Drivers and Behaviors, and Long Call Repeat Offenders.- Proposed program action items to attain AHT target.• Recognized for successful implementation of action items resulting to a lower overall program AHT within 4 fiscal months.• Employee Engagement Volunteer

Tgu Tower, Asiatown It Park, Lahug, Cebu City 6000

Primary Functions:• Provide Broadband internet, Telephony, and Cable TV support and troubleshooting within set demarcation. Requires empathy, attentiveness, positivity, patience and strategic probing to resolve issues remotely. Includes field technician dispatching as needed or escalation to next tier fix agency.• Provide account billing support. Includes credit card payment processing and credit request assessment/processing.• Engage customers in Sales related conversation and provided Order Entry processing as applicableCareer Highlights:• Deputized as official program IEG (Internal Escalation Group) from October 2012 – July 2013. Tasks include:- Handling customer escalations and complaints.- Monitoring and outbound follow-up of customer escalations for final issue resolution• Received award for Best Call Quality and was consistently part of quarterly performance bonuses.• Top 1 trainee upon Training graduation

Bachelor'S Degree, Computer Engineering

Activities and Societies: IMG Financing Corp

On-The-Job Trainee, Computer Engineering