Sheila Garduque Email & Phone Number

Philippines

• Conducts meetings and presentations to share ideas and findings and documenting them accordingly.• Performs requirements analysis / detailing user stories.• Performs user acceptance testing.• Manage competing resources and priorities.• Monitors deliverables and ensuring timely completion of projects.• Evaluates business processes, anticipating requirements, uncovering areas for improvement, anddeveloping and implementing solutions.• Lead the ongoing reviews of business processes and developing optimization strategies.• Staying up to date on the latest process and IT advancements to automate and modernize systems.• Provide leadership, training, coaching, and guidance to junior staff. Stakeholder Satisfaction.• Effectively communicate insights and plans to cross-functional team members and management.• Gather critical information from meetings with various stakeholders and producing useful reports.• Work closely with clients, technology, and management teams.

Misamis Oriental, Northern Mindanao, Philippines

• Provided technical support to company staff and troubleshoot computer problems• Installed and Updated company software and hardware as needed• Implemented system security measures• Worked with management to develop the overall look and design of the company website

London, United Kingdom

• Administrative email responses• Appointment Setting• Applicant's correspondence

Chicago, Il

• Inbound/Outbound calls• Chat support• Administrative email responses Appointment Setting• Ads posting (craigslist, postlets)

Nottingham, United Kingdom

• Managed and coordinated tasks with designers and developers.• Communicate with clients of progress and completion of a work account and data entry• Data mining

• Schedule interviews• Update recruiting system Provide interview feedback source CVs• other administrative duties

London, United Kingdom

• Schedule interviews• Update recruiting system Provide interview feedback source CVs• other administrative duties

Cebu City, Philippines

• Supervised team of QA Specialists and ensured that they were trained, calibrated, and updated on their client knowledge• Ensured that all QA Specialists hit the quota required by the Client and Operations• Coordinated with Training for the update training sessions of new QA Specialists and cross-training of existing QA Specialists• Ensured daily operational needs and workload assignments of the team Ensured maintenance of QA database (currently Verint)• Coordinated data collection requirements and maintain alignment between expectation, performance measurement, and motivational programs• Ensured all evaluators were fully trained to evaluate (calibrated with other evaluators) and are effective coaches• Analyzed data provided by Specialists, Quality Assurance, and made recommendations on how to improve performance, quality, and overall end-user satisfaction.

Cebu City, Philippines

• • Presented the Quality reports to the clients during dashboard weekly meetings.• Supported the new Quality Analysts in auditing by making sure that each of their audits meets the Client’s auditor certification requirements. • Made written documentation for each of the undocumented Quality processes in accordance with the client’s requirements/contract.• Facilitated the Internal and External IA ERROR listening.• Proposed Call sampling plan with complete documentation process utilizing the new auditing tool features and in accordance with the Quality Ethics mandated by the clients.• Appointed as the lead QA – OIC from April 2008 up to August 31, 2009. Took care of IT issues, operation questions and reports and etc. • Responsible for accurately tracking and consolidating every QA report for dashboard meetings at the end of each week and every month. • Responsible for training and certifying 4 QA OIC's who are now accurately delivering audits for operations E&B Routine and Training

Cebu City, Philippines

• Provide comprehensive and quality customer care at all times.• Provide appropriate and accurate responses to customer queries. • Apply technical knowledge and procedures when servicing customer queries. • Communicate effectively and efficiently with customers.• Perform other duties, functions, and tasks that are incidental or inherent to my duties, or those which may be required, requested, or entrusted to me by my superiors.• Consistent in getting 100% CSAT Score• Consistent in passing the QA Score metrics• Provide assistance for supervisors on the operations floor.• Tasked to provide feedback and coaching for some teammates especially the newbie.• Evaluate some of the calls of teammates

Bachelor Of Science In Information Technology, Information Technology

Activities and Societies: Latin Honor-Cum laude Best Capstone Project Presentation - CCS Research Forum | May 6, 2022 Dean's List | SY.

Bs Nursing, Bachelors, Nursing