Customer Service Sales

Mary Jane G. Salvador

# ** *- ******* ****** ******* St. East Fairview Quezon City

Contact Nos: (02) 9389489/ 099********/ 092********

Email Address: acrm4s@r.postjobfree.com

Career Objectives:

To be able to enhance my knowledge, skills and abilities on a variety of progressively responsible and challenging tasks on the chosen career.

Professional Experience:

Transaction Monitoring Expert/Central Quality Representative/Quality Survey Analyst

June 2009 - December 2014: Stream Global Services/Convergys Philippines

Accounts Supported

oMicrosoft Marketplace: Accounts and Billing- Chat and Voice Support

oMicrosoft Store

oClearwire

oDish Network

Duties and Responsibilities:

Responsible for evaluating Team Managers’ calls (phone time) and evaluations they have done on their agents.

Facilitating Internal Calibrations for Team Managers to ensure they are calibrated with the TME and client.

Responsible for listening CSAT surveyed calls that have been evaluated by the Quality Representatives and educate them on how to coach the agents efficiently and accurately.

Responsible for monitoring and evaluating calls for exceptional customer service and technical resolution.

Delivers feedback to the Support Professionals, develops action plans and implements changes.

Hosting (Facilitates) in internal QA and Operation calibrations and Client Calibrations and QA Talks

Global Quality Specialist (Best Buy Account- Email and Phone Support)

Oct. 22, 2007-April 04, 2009: Teletech Holdings Inc. Novaliches

Duties and Responsibilities:

Monitors and evaluates the quality of inbound calls from other sites (agents from Canada and US)

Hosting (Facilitates) in internal QA and Operation calibrations and focus groups

Gives information on the performance of agents so supervisors can use them in their coaching sessions.

Follows all guidelines regarding communicating quality performance to the appropriate individuals, including Quality Department Management, Supervisors, Operations Management and Client Services.

Completes end-of-shift reporting as directed by corporate QA.

Performs all other related tasks that may be assigned from time to time.

Quality Assurance Analyst (Sprint Account)

Sept 19, 2005- May 10, 2007: Teleperformance Philippines

Duties and Responsibilities:

Monitors and evaluates the quality of inbound and / or outbound telephone calls. (agents from Manila, Canada, Utah)

Documents quality issues and performance measures for management review.

Provides information to assist in the feedback and formal education process of individuals on the phone.

Coordinates in the development of monitoring of standards.

Gives information on the performance of agents so supervisors can use them in their coaching/ counseling sessions.

Monitors calls in real time, client/customers complaint handling, spot check and mystery shopping program.

Conducts certificates for agents prior to their on board or call outs for their respective projects or campaign.

Scores each attribute of agent based on set guidelines and Submits incident reports for non-compliance of set standards.

Accurately inputs the results (score) of all monitored into appropriate database;

Participates in internal QA and Operation calibrations and focus groups.

Customer Interactive Agent / Inbound Telemarketer

March 2004- Sept 19, 2005: Ambergris Solutions Inc.

Duties and Responsibilities:

Functions as Inbound Sales Telemarketer that particularly accepts new customers who want to join the company and responsible for taking order and assisting the customer to choose specific package that would best fit their needs.

Functions as a Customer Service Representative, handles the concerns and demands of customers

Human Resources Assistant

January 2, 2003- March 2004: The Andresons Group, Inc.

Duties and Responsibilities:

Sources and conducts initial interviews of applicants (staff positions).

Administers psychological tests to applicants.

Checks psychological tests and writes psychological reports of candidates.

Schedules applicants for interview with the requisitioning officer.

Facilitates accomplishment of required employment forms (ATM application form, initial deposits, authorization to open a payroll account, BIR, Pag-ibig, Philhealth).

Evaluates of all pre- employment requirements submitted. Coordinates with various agencies, schools (Colleges, and Universities) and other institutions.

Attends Career Talks, Job Fair, Exhibits, Etc.

Assists in coordinating employee activities.

Prepares attendance report of the employees.

Actively participates in the planning of all social activities in the company.

Attends to all incoming calls requiring operator assistance promptly and courteously.

Attends visitors, guests, and applicants courteously and professionally.

Receives, acknowledge, logs and releases cheques for the company.

2001-2002: Estrellas Home Care Clinic (Acts as a Psychologist)

St. Lukes Medical Center (HR: Employee and Relation Dept.)

St. Josephs College Q.C. (College dept. and Chairman of Education Office)

Educational Background:

1998- 2002 St. Josephs College Q.C. B.S. Psychology

1994- 1998 Saint Marys College Q.C. (Secondary)

1988- 1994 Saint Marys College Q.C. (Primary)

Trainings and Seminars:

Peer Counselors Gender Sensitivity Training- Batangas (Mar 13- 14, 2002)

CEAP Seminar Workshop entitled Peer Counselors Explosion 2002- Elim Center for Renewal, New Manila Q.C. Mar. 02, 2002)

Tasks Force Enrollment at Marist School- Marikina City (December 12, 2001)

Administering of Psychological Tests- St. Josephs College Q.C. (July- Oct. 2001)

Career Planning for Professionals- Schutten Bldg., St. Josephs College

Personality Development- St. Josephs College (August 17, 2001)

Organizations and Positions:

Philippine Mental Health Association- member

Peer Counselor Organization- member (2001-2002)

Abot Kamay- member (2000-2001)

Psychology Society- member (1999- 2001)

Philippine Association of Psychologist Junior Affiliates- member (1999-2001)

Personal Information:

Nickname: Jane/ MJ

Age: 34

Birth date: February 07, 1981

Birthplace: Quezon City

Civil Status: Married

Height: 5”4

SSS Number: 33-327-********

Tin: 222-327-850

Philhealth number: 190*********

Pag- Ibig Number: 104*-****-****

Highlights of Qualification:

Superior interpersonal skills, service oriented, team player

With excellent customer service and sales experience ( Was Best in Close Rate in Elite Sales Force Dell Account From May to July 2005)

Excellent communication skills (oral and written English)

Computer proficient ( MS Word, Excel, Access, PowerPoint and Adobe)

Multitasking capabilities; can work under pressure

Top QR for Microsoft Account 2014

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