Customer Service Quality

Jackie Rose T. Paet

* **** **. ***. ***** St. Pael Subd.

Culiat, Quezon City 1128

Mobile no: 090*-*******

Email address: **************@*****.***

Qualification Summary:

. Strong knowledge in the areas of customer service.

. Excellent relationship building with customers, very reliable and

professional person.

. Strong leadership skills and capability to motivate and manage staff

to accomplish great results.

Education:

Tertiary

Bachelor of Arts Major in Communication Arts

Miriam College

Katipunan, Quezon City

June 1998 - March 2002

Intermediate

Our Lady of Perpetual Succor College (OLOPSC)

Gen. Ordonez St. Marikina City

June 1994 - March 1998

Grade School

Our Lady of Perpetual Succor School (OLOPSS)

Gen. Ordonez St. Marikina City

June 1991 - March 1994

Work Experience:

Accenture Inc. (September 2011 - December 2014)

Global One Building Eastwood City, Libis, Quezon City

Service Delivery Team Lead

Role Description

-Responsible for daily supervision of a team (eg. delivery, process,

business operations).

-He/She manages the workload of the team, may make work assignments, and

has responsibility for developing team members.

-Operates as subject matter expert and may be the escalation point for

issue resolution and customer escalations.

-Manages effective internal/external client relationships within a defined

area of responsibility, and builds client relationships in the wider group

or unit.

-Exercises consistent judgment and discretion with work directly related to

management policies and the general operations of the business.

Desk Level Auditor

Role Description

- Performs regular quality audits based on accepted standards in sampling

to ensure delivery is consistent and at par with client standards.

- Generates timely and accurate audit reports wherein daily, weekly and

month-to-date scores are available on an associate, team and SOW level.

- Performs quality analysis and is capable of identifying root causes and

can create relevant action items to improve and sustain performance.

- Collaborates with onshore auditors and subject matter experts to ensure

that processes are aligned to current client business rules.

- Provides monitoring of live and recorded calls using a defined set of

standards and criteria for evaluation.

- Provides general quality and continuous improvement support to the

organization.

- Initiates the roll-out of quality-related activities of the function.

- Ensures all activities necessary to design, develop and implement a

product or service are being performed with respect to the system and its

performance.

Sitel Philippines Corporation (January 2006 - September 2011)

Cybermall Building Eastwood City, Libis, Quezon City

Coach

Role Description

- Apply a process of continuous and proactive management of absenteeism and

attrition for all agents in the team, ensuring return to work and exit

interviews are completed.

- Continually review and monitor work performance of all agents against

agreed KPIs, ensuring that calls are handled professionally and instigating

appropriate corrective actions, using performance management tools to

manage shortfall.

- Ensure agents are recognized and rewarded for outstanding

achievements/performance in line with company mission and values.

- Coach, develop, motivate agents by providing skills and knowledge to

perform their job, together with the opportunities for skills expansion and

career development.

- Continuously monitor agent calls in line with GOS, either via desk-side

or remote monitoring across a sample of transaction types, ensuring

performance metrics are consistently achieved.

- Ensure accurate and timely communication of any client/campaign issues to

Operations Manager.

- Ensure appropriate actions are taken to improve client satisfaction

survey process

Quality Analyst

Role Description

- Responsible and accountable for the achievement of business performance

through effective leadership and management of quality assurance functions

including ongoing development and management of team members' performance

and capability.

- Has over-all responsibility for design and delivery of quality framework

across specific ANZ programs.

- Ensure all quality initiatives support the delivery of an excellent

customer experience relevant and appropriate to ANZ customers.

- Enable optimal operational and business performance.

- Responsible for establishing and maintaining effective quality management

systems and processes specific ANZ programs delivering to the company's

quality assurance philosophies.

- Ensure contractual quality KPI achievement and supporting ANZ service

experience.

Operations Support Agent

Customer Service Associate

Customer Contact Center (C-cube) (November 2003 - January 2006)

Eastwood City, Libis, Quezon City

Quality Analyst

Role Description

- Performs regular quality audits based on accepted standards in sampling

to ensure delivery is consistent and at par with client standards.

- Ensure all quality initiatives support the delivery of an excellent

customer experience relevant and appropriate to customers.

- Initiates the roll-out of quality-related activities of the function.

- Provides monitoring of live and recorded calls using a defined set of

standards and criteria for evaluation.

Customer Service Representative

Pacific Contact Services Inc. (PCSI) (June 2002 - November 2003)

Emerald Ave. Ortigas Center, Pasig City

Team Leader (Sales)

Role Description

- Ensure that agents are well-equipped with the right knowledge and selling

technique so as targets are consistently met.

- 100% focused on the outbound activity and the actions of the team and not

distracted by multiple functions.

- Maximize results by defining the clear targets in terms of contact rates,

conversion rates and sales per hour.

- Consistently initiating pre-session meetings each shift to fire up the

team and lay out the plan of attack, address any issues or discuss how

calls went, etc.

- Coach, monitor, report, track sales results and communicate with a

Quality Assurance Team member as well as Operations Manager regarding

individual's performance.

Customer Sales Representative

Seminars/Trainings:

Coaching in the Workplace Accenture, Inc. 16 October

2012

ACES Training Accenture, Inc. 18 July 2012

First Things First Accenture, Inc. 12 December

2011

Leadership Skills for New Supervisors Accenture, Inc. 05

December 2011

BRAVO Training Sitel Phils. Inc. October 2010

BLITZ Sitel Phils. Inc. June 2009

CITZ Sitel Phils. Inc. November 2009

SPEECH POWER Aurora, Cubao March 2002

Skills:

. Leadership

. Computer Literacy

. Coach/Audit

. Multi-task

. Analytics

CHARACTER REFERENCES:

Alvin Jay F. Garcia People Lifecycle Management Specialist

TELSTRA

Mobile: 092*-*******

Katherine Mae Q. Romanillos Operations Manager

MAERSK

Mobile: 093*-*******

Leomar Herrera OMTT/Coach

Sitel Philippines Corporation

Mobile: 091*-******* / 090*-*******

Contact this candidate