Quality Assurance
Resume:
KATHERENE BAJAR
Camella *-C
Pamplona Tres
Las Pinas
1740
Email Add ***********@*****.***
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