Technical Support Quality Control

WILLIAM C. CARMONA

Blk *, Lot **, Phase *, Carmona Estates, Carmona Cavite

Mobile: +63-920-***-****

Email: **********@*****.***

To secure a position in an established organization where I would be able to use my experience, skills, education and ability to work well with people. EMPLOYMENT HISTORY:

GENPACT Global Services LLC

October 22, 2016 – Present Process Associate

Trained as customer service handling known US Term Life Insurance. Task includes processing of billings through Check by Phone, processing of internal work object transactions, policy changes and handling different client concerns.

CONVERGYS MALAYSIA SDN (Former Datacom)

May 13, 2014 – July 22, 2016 Quality Assurance Analyst

Conducts Analysis using Six Sigma Approach to identify key drivers and defects

Generates Monthly Executive Summary Report for Acer client

Reports results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership, Operations, and Account Management).

Facilitates calibration sessions with Quality Leadership staff, Operations, Program Management and Acer-Sydney.

Facilitates Quality presentations to Acer Management and Sydney TSD designed to improve overall call quality and recommend changes and in quality task forces

Regularly updates the teams with the processes via email, triages and ensure Knowledgebase is up to date

Manage call center operation and Real Time Analyst tasks on scheduled weekends

Create CSAT review to identify key drivers for unsatisfied customers and come up with resolution April 1, 2013 Senior Quality Control Specialist

Supervising Quality Control Team and delegate tasks to ensure Service Level is met.

Directly communicates with NCC Sydney and serves as liaison between QC Manila and Technical Support Division (Sydney Office).

Creates Weekly Executive Summary Report and Operational Scoreboard for the client

Updates the Performance Review of both QC and Tech agents through DC Manager.

Provides regular update to client of the status of all Quality Control bins.

Ensures that the team meet client expectations in terms of quality checks to ordering correct parts and assigning technicians.

Responds to email enquiries and urgent requests from Field Service Engineers and client via NCC QC Mailbox.

March 5, 2012 Tech Support/Key Account Specialist

Handle technical issues with Acer computer products and perform troubleshooting on the phone and serves as the processing team in handling repairs and concerns from TSD -SYDNEY

Processes, order parts and assign technician for cases lodged by Premium Accounts on E-Support portal

Communicate with Field Service Engineers and school representatives regarding repair jobs.

Responds to urgent requests from TSD Sydney and FSE’s.

Liaise between the Acer Key accounts from Australian states and Acer National Call Center,

Handle & Approve Escalation Request

Contact Point for Acer TSD - SYD

Provide a Weekly/ Monthly reports

Track Unresolved, Aged Cases and provide resolution if necessary HARTE-HANKS MANILA

Sept 26 2011- March 4 2012 Technical Support Representative

Supports and troubleshoots Samsung devices (Bluray Players, DVD, Home Theatre Systems, Sound Bars and AV receivers, Mobile phones and laptops.

Works as Technical Support Representative

ACCENTURE PHILS INC

Feb 2010-Mar 2011 Data Analyst

Handles the processing of Healthcare claims and determine the overpayments from the checks. Process overpayments and Insurance billings from clients in California through Blue Cross Blue Shield Research and validates historical records and profile of onshore clients.

Emails onshore client for queries and processing issues.

Performs verification of checks if that need to be refunded. JIB WELDING ACADEMY

Oct 2008-Sept 2009 Marketing Coordinator

Conceptualizes development and layout designs of marketing materials.

Conducts presentations and enlist scholars for YP4SC program.

Maintains database of contacts from organizations, businesses and key persons.

Plans and implements marketing and public relations programs. PANASIA WOODCORE INDUSTRIAL PRODUCTS INC

Mar 2006- Sept 2008 Quality Control Inspector

Inspects the quality of veneers from lathe machines to ensure standard requirements are met.

Monitors the number of defective veneers and inform supervisor when percentage exceed allowable limits.

Examines the thickness and surface and of veneers before being distributed to clippers/cutters. STYLISSIMO BAR AND RESTAURANT

Jan 2002-Jan 2006 Proprietor

Manages operation of the restaurant and catering services. EDUCATIONAL BACKGROUND:

College: Ateneo de Davao University Bachelor of Science in Business Administration-Major in Management

Primary and Secondary: De La Salle-John Bosco College TRAININGS AND SEMINARS:

Convergys Leaders as Coaches

Six Sigma Training

4Cs of Coaching

Microsoft Excel Training

Windows Operating Systems Training

EWFM Training (Workforce Training)

Competency Based Interview Training

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