Contact Center Quality Assurance

RESA MAE C. DELA CRUZ

Prk. Villamar Brgy. Estefania, Bacolod City, 6100

099********

**********@*****.***

Career Objective:

To obtain a position as an online teacher that will utilize my dedication to children's educational needs and development and to encourage creativity and higher-order thinking in a way that increases student performance.

Experience:

TLE Teacher

March 8, 2018- Present

Jovito H. Sayson National High School

Teaching Grade 8 and 9

Doing administrative task

Training Quality Assurance Specialist (TQAS)

May 27, 2013- March 7, 2018

Panasiatic Call Center Inc.

Maintain and predict attendance to meet QA Department established productivity goals.

Identifying agents not meeting QA standards and recommend necessary coaching.

Perform weekly analysis of QA scores for their assigned site.

Junior Trainer (Part time)

2016

First Academy of Skills and Technology, B.C.

Teaching Contact Center NCII

STUDENT AIDE (Working Student)

WESVARRDEC, Research Office

June 2009- March 2012

Online Teacher (Korean Student)

CSK Academy

Choclote English

2012

Education

Carlos Hilado Memorial State University- Talisay

Masters in Teaching- TLE

TESDA Talisay

Teachers Methodology (Contact Center)

FIRST ACADEMY

Contact Center Services NC II

Bachelor of Secondary Education- TLE

Carlos Hilado Memorial State University

Luisa Medel National High School

Secondary

Don Rodolfo A. Medel Sr. Elementary School

Primary

Skills:

Time management, Good communication skills, Good listener, patient, a strong online presence and passion for teaching.

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