PERSONAL INFORMATION

Name : MARIA VEMIE MONSERATE LIBO-ON

Date of Birth : January 23, 1991

Age : 28 Yrs old

Gender : Female

Address : Flat 22 Bldg 758 Road 1809 Block 318 Al Hoora

Mobile Number : +973-********

Email Address : ada8w7@r.postjobfree.com

Citizenship : Filipino

Civil Status : Single

PROFILE

Been with Call Center Industry for almost 5 years and started as a Customer Service Representative. After 9 months of meeting and exceeding the goal, was promoted to CSR – II (Support) then was again promoted as Quality Analyst after a year of hard work. Proven record of accomplishment in servicing clients in the industry, Committed and focus in providing the highest levels of customer service. Proficient in MS Word, Excel, PowerPoint and Adobe Photoshop.

SKILLS

Has Knowledge in computer Hardware / Software Troubleshooting

Excellent verbal, written and interpersonal communication skills

Outstanding customer service skills and dedicated in providing exceptional customer care

Exceptional Analytical skills

Solid time management skills

Had the ability to multitask and successfully operate in a fast paced, team environment

Effective in dealing with people at all levels inside and outside the company

Proficient with Microsoft Office (MS Word, Excel and PowerPoint)

Computer Literate

EDUCATIONAL ATTAINMENT

Primary : San Jose Catholic School 1998 - 2004

Secondary : San Jose Catholic School 2004 - 2008

Tertiary : University of Iloilo – PHINMA 2009 - 2014

Course : Bachelor of Science in Information Technology

WORK EXPERIENCE

August 2019 – up to present Team Leader Startek Inc.,

September 2017 – July 2019 Quality Analyst Startek Inc.,

July 2016 – August 2017 CSR – II Startek Inc.,

October 2015 – July 2016 CSR – I Startek Inc.,

May 2014 – September 2015 Graphic Artist Beersheba Master Printing

April 2013 – May 2014 Secretary/Admin Beersheba Master Printing

Team Leader Job Description

Manage assigned team to ensure that goals were meet. As a team leader our main goal is to lead agents into their success inside and outside the company. Also, maximize productivity quality customer care, and perform a range of primary duties.

Competent in written and oral communication in the English language

Consistently meets deadline

Had the ability to endure stress without loss of composure or motivation

Team player and strong decision making skills

Managing the team’s performance seriously but tactfully

Committing to exceptional customer service

Multitasking with ease to handle the needs of various agents at the same time

Quality Assurance Analyst (QA)

Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance overall customer’s experience.

Participate in design of call monitoring formats and quality standards

Performs call monitoring and provides trend data to site management team

Uses quality monitoring data management system to compile and track performance for both site and team level

Participates in customer and client listening programs to identify customer needs and expectations

Provides actionable data to various internal support groups as needed

Coordinates and facilitates call calibration sessions for call center staff

Provides feedback to call center team leaders and managers

Prepares and analyzes internal and external quality reports for operations

Perform other duties as assigned

Subject Matter Expert

Mostly handled escalation call or contact. Also support / assist agents to better understand customer’s query and for best resolution.

Providing knowledge, resources and information to support agents

Address customers concerns accurately and timely

Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standard

Coaching agents on improving customer interaction

Customer Service Representative I

Handled 60+ calls / customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention and satisfaction

Memorized all company products and services to be able to answer customer questions quickly and efficiently

Collate source data such as customer information and enter data into various customer service software

Provide accurate and appropriate information to answer queries, troubleshoot issues and solve complaints

Graphic Artist

Graphic Artist combines art and technology to create visually communicative designs. The work of graphic artist can be seen in magazines, advertising, book covers, album covers, restaurant menus, food labels, billboards and etc.,

Duties and Responsibilities:

Meet with clients / art director to determine the scope of a project

Advise clients on strategies to reach a particular audience

Determine the message the design should portray

Create images that identify a product or convey a message

Develop graphics, for product illustrations, logs and Websites

Select colors, images, text style and layout

Present the design to clients / the art director

Incorporate changes recommended by the clients into the final design

Review designs for errors before printing or publishing

CHARACTER REFERENCE:

Sugar Baula

Training and Quality Manager

Dion Asumbra

SME Supervisor

Mamer Cartagena

Engagement Coach

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