Quality Assurance/Customer Service

AVEGAIL FIRMALAN JAVIER

*** ******* ******, *** *****, Marikina, Philippines 1801

(092*-*******.Email Address:******@*****.***

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WORK EXPERIENCES

HOMEBASED CHAT SUPPORT SPECIALST (COMPANY CONFIDENTIAL but available upon

request)

Chat Support Specialist (March 2014 - Present)

Duties and Responsibilities:

. Answers inbound chats coming from the US or Canada and assists them

with their basic automotive inquiry.

. Performs other assigned tasks, such as conducting Quality Monitoring

within our team.

TRANSCOM WORLDWIDE (November 2009 - June 2011)

Quality Assurance Specialist

Duties and Responsibilities

. Performs Call Quality Audits to assigned Customer Representatives and

gives One-on-One Coaching Session to ensure Client's Metrics are met.

. Provides Monthly Calibration and Team Meetings to track progress,

performance level and maintain the highest level of quality service.

TELETECH CUSTOMER CARE MANAGEMENT INC. (October 2007 - October 2009)

Global Quality Assurance Specialist

Duties and Responsibilities

. Provide feedback to the Contact Centre Team Leaders regarding the QA

performance of the Customer Service Representatives, to help enhance

capabilities of the team and increase customer satisfaction.

. Maintain all quality reports and files of Contact Centre Agents for

performance analysis and to track progress of individual Contact

Center Agents whose performance level is below target.

. Identify obstacles to meeting set performance targets and recommend

actions to be taken to improve performance.

SITEL PHILIPPINES (February 2006 - April 2006)

Quality Assurance Professional

Duties and Responsibilities

. Responsible in Monitoring, Evaluating and Coaching CSR's Performance

based on the Quality Metrics and Processes provided by our Client (XM

Satellite Radio).

. Attends and Participates Weekly Internal and External Client

Calibrations Sessions to ensure proper methods/techniques are used to

achieve the highest level of quality and service to meet Client Goals.

. Performs Evaluation and Certification for new CSR's progress after a

month of OJT to ensure their output level (productivity and Quality

Service) meets the Client and Company's standards.

. Records and Updates each Quality Monitoring Scorecards of assigned

CSR/Team and submits it directly to the QA Supervisor

eTELECARE GLOBAL SOLUTIONS (September 2005 - January 2006)

Quality Assurance Associate

Duties and Responsibilities:

. Monitor and evaluate phone calls of Customer Service Specialists

according to defined rules and processes.

. Improve customer satisfaction and by providing immediate feedback to

assigned supervisors.

. Attends and participates in meetings with supervisors and managers to

review monitoring lists.

. Participates in External and Internal Client Calibration Specifics

. Responsible in certifying New Hired Agents before taking in actual

calls

. Assists Trainers with training classes as needed especially in

handling QA day for new hires.

SYKES ASIA INCORPORATED (July 2003 - November 2004)

Technical Support Engineer for Microsoft Networks (TSE)

Duties and Responsibilities:

. Handles Incoming calls from customers of the Microsoft network in

the United States.

. Performs over-the-phone, email and chat Technical Assistance

. Resolves issues concerning difficulty in accessing the Internet

using the MSN Software and other advance internet tools.

ePACIFIC GLOBAL CONTACT CENTER (April 2002 - July 2003)

Quality Assurance Representative

Duties and Responsibilities:

. Responsible in monitoring CSA's daily performance through recording

and evaluating results.

. Produces Call Summary and Evaluation reports per agent assigned within

a week

. Handles Client Calibration and participates in monthly QA evaluation

. Assists in training Associates if there are new updates on the QA

worksheet as per advised by Client

EDUCATIONAL BACKGROUND

SY 1997 - April 2001

BS BIOLOGY

Far Eastern University

Nicanor Reyes St, Sampaloc, Manila

SY 1993 - 1997

St. Bridget School

1047 Aurora Blvd, Quezon City

SY 1986 - 1993

Marikina Catholic School

OLA Parish, San Roque, Marikina City

TRAININGS AND SEMINARS

Quality Assurance Specialist Training Program

Microsoft's Technical Support Engineering Skill Training

Exceptional Telemarketing Techniques Training

Customer Service Enhancement Program

Contact this candidate