+639*********

*** *** ******* ****.

Brgy. San Joaquin, Sta.

Ana Pampanga

ad1k86@r.postjobfree.com

C O N T A C T

To broaden my knowledge in all aspects of my job, to be able to handle bigger responsibilities in the future and to continuously build trust with my superior and colleagues as well.

O B J E C T I V E

E X P E R I E N C E

Concentrix

October 2019 - Present

ASSOCIATE, REAL TIME MANAGEMENT

·Monthly vacation approval.

·Coordinate with Trainers to make cross training

recommendations.

·Ad hoc request (e.g. extended hours, flexible schedules, queue consolidations).

·Maintain accurate, effective schedules for all CSP’s ensuring proper coverage in multiple queues.

·Monitor Intra-day service level and staffing conditions using scheduling software.

·Provide regular updates to call center leaders and staff with regards to service and staffing conditions.

·Develop and implement appropriate Service Level action plans that may include adjustments to on-line and off-line staffing.

E D U C A T I O N

Holy Cross College

2010-2011

SECONDARY SCHOOL

CALMA, ROMMEL

C E R T I F I C A T I O N S

·Lean Six Sigma Yellow Belt Training

·Toolkit for Aspiring Leaders

·Facing Problems and Making

Decisions

·SPOT Training for People Managers

S K I L L S

·I can handle multiple tasks daily.

·I use creative approach to solve problem.

·Dependable person who is great in time

management.

·Energetic and eager to learn new things.

·Driven individual who isn’t afraid to face

new challenges.

·Flexible and willing to work on different

shift.

Answering Inbound calls from clients that has inquiries regarding their card. Help customers with complaints and questions, give customers information on how to prevent fraud on their end, Doing an outbound call whenever the customer's card has fraud and any unauthorized usage regarding their account. Making sure all accounts are being handled accurately to avoid losses from both our customers and the clients. Performing my best to ensure that I am meeting the target KPIs monthly. FRAUD ANALYST

Concentrix

September 2018 - October 26, 2019

COLLECTIONS SPECIALIST

RMS Collect Phils.

February 2018 - August 2018

Supervise assigned accounts to identify unresolved debts. Develop effective repayment plans.

Follow-up with clients on overdue accounts.

Oversee all monthly payments and refunds.

Research and implement effective collection techniques. Perform all administrative duties related to ensuring office efficiency. Create monthly credit records.

Respond to client account queries in a timely and professional manner. SUBJECT MATTER EXPERT

Teleperformance, Phils.

May 21, 2017 – August 31, 2018

Answering questions from agents with question regarding product related concerns. Providing knowledge, resources and information to support agents Address customers concerns accurately and timely.

Assist advisors with material request and account updates Ensuring accuracy of the content.

Coaching and training agents on improving Customer Interaction and offering advisors guidance. Show a comprehensive knowledge of products and services and their competitive advantages through continues self- improvement and following quality standards.

CUSTOMER SERVICE REPRESENTATIVE

Teleperformance, Phils.

May 21, 2017 – August 31, 2018

·Serves customers by providing product and service information and resolving product and service problems.

·Maintains customer records by updating account information.

·Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solutionto solve problem, expediting correction or adjustment and following up to ensure resolution. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Recommend potential products or services to management by collecting customer information and analyzing customer needs Prepare product or service reports by collecting and analyzing customer information Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming calls

CHARACTER REFERENCE

Marianne Santos

Unit Manager, Concentrix

Jonie Anne Salvador

Project Manager

ad1k86@r.postjobfree.com

Deminique Lacuesta

Customer Experience Consultant

I hereby declare that the above mentioned are based on facts to the best of my knowledge and belief. Calma, Rommel V.

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