Ma. Rosario Sanchez Email & Phone Number

• Handles a group of customer service representatives and assist them with product/process related inquiries.
• As a customer service team leader, I also assist CSRs when it comes to enhancing customer service skills by coaching them to certain behaviors that can be an attribute to getting a better quality scores.
• I also take escalated calls and assist customers with complex issues.
• I work as a liaison and enhance processes gaps. I am in charge of communicating to our clients any issues we may encounter that may be a hindrance to providing an excellent customer service.
• Prepares monthly reports needed by the clients. I also attend meetings with the clients and provide them updates that we may have when it comes to processes or tools that we are using.
• I also take care of admin tasks and inquiries our CSRs may have when it comes to HR, Compensation and Benefits concerns. Part of my admin tasks includes issuance of notice to explain & decision letters to correct.

NCR - National Capital Region, Philippines

• Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Sets up interviews between candidates and hiring managers.
• Is involved in recruiting passive candidates, through phone calls, emails, and general relationship-building.
• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

• Handled production team and handled team’s quality evaluations, DSAT bucketing and provide immediate feedback.
• Coached advisers and discuss metrics that matters, performance and career development.
• As TL, I also took care of admin works like payroll approval, adjustments & corrections. Issuance of DAF's, attend to admin hearing if needed and process termination.
• Took care of escalations and/or supervisor calls.
• Attended daily staffing calls for the entire LOB and discuss staffing outlook for the next 3 days. Provides action plans for absenteeism & tardy.
• As Transition TL, I’m also in charge of handling New Hires. Discussed call handling, LOB policies, sign off sheets, Quality performance, regularization process, transition them to production TL's which includes.

• Assisted subscribers in activating their prepaid phone service.
• Handled accounts for potential and current subscribers.
• Assisted subscribers in maintaining their prepaid service.
• Provided minor technical support for their handheld phone.
• Monitored and supervises new hires performance improvement and competence development.