Call Center Customer Service Supervisor, Call Center Quality Assurance

JEANNIE ROSE Q. ARZADON

**** ******* ****** **********, ** 30009 678-***-**** *************@*****.***

CAREER SUMMARY:

Highly motivated professional with 6 years of exceptional Customer Care Quality Assurance experience including creating and implementing strategies in the Business Process Outsourcing (BPO)/Payroll Industry. Has excellent mentoring and coaching skills in helping in the improvement of quality performance of Customer Representatives. Detailed oriented, an effective communicator and a problem solver.

WORK EXPERIENCE:

Automatic Data Processing – ADP, LLC Manila, PH Site July 2013-March 2014

Call Mentor/Quality Assurance Specialist – Payroll Implementation –Small Business Services

Key Achievements:

Pioneer Call Mentor in SBS Implementation for Manila Site. Created and organized the Quality Processes and Strategies fitting for the Implementation Business Unit. Assigned as the main contact person for the Operations team on Quality performance expectations. Partnered with Operations Managers to help improve and implement Quality procedures. In-charge of performing analysis and reporting as needed by the business. Involved in the training and development of newly hired call mentors. Partnered with Training and Operations in creating new hire associate nesting process.

Job Responsibilities:

Evaluated/graded calls of Implementation Specialists, and provided coaching and feedback through One-on-One Sessions and Side by Side Sessions.

Facilitated call calibration sessions for the Quality and Operations team.

Analyzed Quality Performance Trends and Behaviors and suggested Action Plans.

Initiated Partnership meetings with Team Managers to discuss Quality Performance, Goals and Strategies.

Involved in the nesting process through call evaluation, providing feedback and conducting Quality process trainings.

Implementation Specialist – Payroll Services January 2011-July 2013

Ensured smooth onboarding of clients and the implementation of the payroll account.

Collaborated with Sales Partners and other departments during the implementation process.

Served as the Quality Ambassador for the team. Was involved in the nesting process, assisting with mock calls, and mentoring of new hires.

Zenta Global PH (now under Accenture) Manila, PH August 2008-March 2010

Senior Quality Assurance Specialist for PHH Mortgage-Customer Service

Key Achievements:

Pioneer Quality Assurance Specialist for PHH Mortgage Customer Service and served as an OIC for the Quality Department. Successfully identified trends, best practices, achievement of goals and objectives and areas needing improvement by monitoring calls and providing analysis to Reps and managers. Mentored other QA staff members and implemented the Senior Buddy Up system.

Job Responsibilities:

Monitored and graded the calls received by Customer Service Representatives.

Provided feedback and coaching to Reps. Created action plans for reps and ensured its proper implementation.

Determined where training or one-one-one coaching may be needed by planning, scheduling and conducting monitoring and data analysis activities based on the Quality Metrics.

Communicated individual and team performance results.

Was responsible for proper, timely and accurate delivery of process updates to the Reps.

Conducted trainings and created modules/ refresher tests for product knowledge and soft skills enhancement.

Attended weekly calibration sessions with the client and checked the consistency of grading and evaluation of calls.

Coordinated with the Program trainer to ensure the maximization of the three-month learning plan allocated for new hires. Involved with the nesting and onboarding process for new hires.

Served as helpdesk for agents and coordinates with clients to properly address complicated issues.

Eperformax Contact Centers Manila, PH August 2004-February 2008

Quality Assurance Coach, Verizon Business

Job Responsibilities:

Evaluated quality performance by monitoring and grading the calls received by Customer Service Representatives (CSRs).

Analyzed the effectiveness of Quality Assurance Process.

Communicated individual and team performance results and ensured proper documentation of coaching procedures.

Facilitated trainings and activities for operators to meet targets in quality and performance. Provided quality monitoring and coaching during On the Job Training.

Attended and facilitated listening for consistency /calibration sessions every week; evaluated agents’ performance.

Continuously maintained a high level of proficiency with regards to client services and policies. Also ensured timely, accurate and consistent delivery of updates to the CSR’s.

Disseminated client-specific information and provided clarifications and guidelines to enhance CSR’s client knowledge.

Served back up point escalation when Unit Managers are not available. Pioneer QA for 800-THE INFO and Alltel program.

Mentored newly promoted QA Coaches and implemented the Senior Buddy Up system.

Supported call center operations during critical times by taking calls when the queue is high, manning the floor when Unit Managers are not available.

Customer Service Representative for Verizon Business

Provided great customer service to clients in the US, Canada and Guam.

Assisted Unit Managers in several administrative tasks, escalations and attendance tracking.

Administered role-plays and speed drills to representatives who have areas of opportunities.

Served as mentor to Reps through side by side coaching and listening activities.

SKILLS

Software applications:

MS Office Word, Excel, PowerPoint, NICE System, Avaya/CMS

Languages:

Fluent in English and Filipino, Basic Spanish

EDUCATION

1998-2002

Bachelor in Communication, Major in Advertising and Public Relations,

College Diploma ASSUMPTION COLLEGE, MANILA, PH

1994-1998 High School Diploma, MANRESA SCHOOL, MANILA, PH

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