• Client Relations• People Management• Operations• Discipline

• Effectively manage team performance on meeting key metrics through coaching, mentoring and counselling of agents• Successfully managed program objectives • Identify creative strategies to encourage and motivate the team to surpass their potentials• Consistently handles escalations, complaints, questions and queries • Demonstrate active participation in the monthly and weekly meetings with Operations team• Actively participate in internal calibration to ensure… Show more • Effectively manage team performance on meeting key metrics through coaching, mentoring and counselling of agents• Successfully managed program objectives • Identify creative strategies to encourage and motivate the team to surpass their potentials• Consistently handles escalations, complaints, questions and queries • Demonstrate active participation in the monthly and weekly meetings with Operations team• Actively participate in internal calibration to ensure consistency in to the quality guidelines of the program• Provides proposal to clients that will have significant impact to the success of their new line of business (example: e-mail support)• Analyze performance results and implement department improvements• Ensure department operates efficiently according to client and company measures• Maintain understanding of client specific training Show less

• Effectively manage team performance on meeting key metrics through coaching, mentoring and counselling of agents• Successfully managed program objectives including conversion targets and lead generation• Identify creative strategies to encourage and motivate the team to surpass their potentials• Consistently handles escalations, complaints, questions and queries • Aiming constantly for development as well as continuous improvement for the entire team • Utilize… Show more • Effectively manage team performance on meeting key metrics through coaching, mentoring and counselling of agents• Successfully managed program objectives including conversion targets and lead generation• Identify creative strategies to encourage and motivate the team to surpass their potentials• Consistently handles escalations, complaints, questions and queries • Aiming constantly for development as well as continuous improvement for the entire team • Utilize effective communication skills to educate agents on the company’s purpose, core value and vision to the front employees • Ensure compliance with client and company policies and procedures• Efficiently facilitate cross-functional communication and team meetings for improved working conditions• Demonstrate active participation in the monthly and weekly meetings with Operations team• Actively participate in cross site and internal calibration to ensure consistency in to the quality guidelines of the program• Conduct interviews for CSR II applicants, provide written evaluation and final recommendation to the Operations Managers• Identified as the program’s POC for schedule and break movement requests necessary to meet staffing requirements of the program.• Coordinate with training and operations team for up-training sessions and online courses needed to enhance call handling skills of the agents• Initiate recognition programs for agents exceeding expectations• Identified as the top performing team for Q4 of 2010, 2011 and 2012 Show less

• Resolved escalated calls from tier 1 agents through continued focus on first call resolution and customer satisfaction• Performed miscellaneous job-related duties as assigned• Consistently conducted research for different types of billing issues and provided recommendations to the supervisor• Proactively provided suggestions for process improvements and uptraining sessions for Tier 1 agents• Facilitated up-training sessions with Tier 1 agents on product knowledge, systems and… Show more • Resolved escalated calls from tier 1 agents through continued focus on first call resolution and customer satisfaction• Performed miscellaneous job-related duties as assigned• Consistently conducted research for different types of billing issues and provided recommendations to the supervisor• Proactively provided suggestions for process improvements and uptraining sessions for Tier 1 agents• Facilitated up-training sessions with Tier 1 agents on product knowledge, systems and processes Show less

• Handled and resolved customer’s billing and technical concerns• Provided customers with product and service information and offered a sale when applicable

• Handled and resolved customer’s technical concerns through the use of knowledge base tool and propriety troubleshooting techniques• Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase

• Taught C++ programming, basic Microsoft Word, Excel, PowerPoint applications for freshmen and sophomore students

• Assist in preparing learning activities for children• Accountable in checking the quiz papers of the children

• Responsible in preparing the requirements for CHED application for the Silliman University Medical School• Accountable in filing confidential documents• Prepares documents needed for the Board of Trustees meeting

• Handles check in and check-out requests from hotel guests• In charge of answering inquiries related to hotel accommodation• Accountable in accepting payments from hotel guests and reports the information to the company accountant