KATHERENE BAJAR

#* ******* **.

Camella *-C

Pamplona Tres

Las Pinas

1740

094********

Email Add acwtnb@r.postjobfree.com

Work Experience:

May 2004 National Elections

Paralegal

Poll Watchers Trainer

Aug-Oct 2005

Sangguniang Panglungsod Legislative Staff

Contributor of resolutions for approval

Nov 2005 – March 2007

Customer Contact Associate

Answers phone calls, books and changes flight Itineraries for International flight, car and hotel reservations

May 2007 – Nov 2011

Quality Assurance Specialist

Campaigns: Hawaiian Airlines, Microsoft Technical Support Account

Responsible for calibrating and supporting quality standards between clients and Sitel Philippines.

Participates in joint call monitoring with client, client services team and call center team.

Analyze customer satisfaction and dissatisfaction and dissatisfaction data; recommend solutions to address root cause.

Monitor quality and accuracy attributes; recommend solutions to address root cause.

Assist in customization of Sitel quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.

Provide recommendations on improving the quality process to achieve goals and objectives.

Develop a strong partnership with client quality contacts to ensure quality goals and objectives are calibrated.

Coordinate efforts with Educational services to ensure that appropriate training and development is in place to address client quality initiatives.

Nov 2011 up to December 2014

Knowledge Analyst/ Quality Analyst

Campaign: Home phone, Mobile and Broadband and TV Sales Account/ToysRus

Scrubs and analyzes raw data received from clients per Line of Business using analytical tools such as Pareto charts and other graphs presented in a slide.

In charge of Quality processes, listen and monitor calls

Calibration calls with Clients

Analyze customer satisfaction and dissatisfaction and dissatisfaction data; recommend solutions to address root cause

January 2015 up to November 2015

Quality Analyst

Campaign: Frontier Airlines

Monitor quality and accuracy attributes; recommend solutions to address root cause.

Responsible for calibrating and supporting quality standards between clients and Sitel Philippines.

Participates in joint call monitoring with client, client services team and call center team.

Provide recommendations on improving the quality process to achieve goals and objectives.

November 2015 up to present

Travel Consultant

Campaign: Egencia (Expedia Corporate Travel)

Answers emails from corporate travel managers, arrangers and corporate travelers.

Makes air, hotel and car reservations.

Changes air reservations of different including the major airlines such as American, Delta and United Air lines. Changes low cost airlines such as Frontier Airlines and Southwest Airlines.

Education:

Palawan State University

1998 – 2002 Bachelor of Arts Major in Political Science

Instituto Cervantes de Manila - 2016 DELE Nievel A1 - APTO/Certified

Profile:

Age: 37

Birthdate: September 9, 1978

Civil Status: Single

Father’s name: Vicente Xerxes N. Bajar

Sex: Female

Educational Attainment: Bachelor of Arts major in Political Science

Skills:

Sabre Trained used for Travel bookings

Apollo Trained used for Travel bookings

Excellent verbal and written communication skills

Research, Analytical and problem solving skills

Knowledge and effective use of quality management processes and tools

Microsoft Office Skills

Languages: English, Intermediate Spanish,Tagalog

Character Reference

Michelle Sister

Quality Assurance Specialist

Comcast

Wynsum Corporate Plaza 22nd Floor

Contact number 091********

Contact this candidate