Louise Andrea Villarojo Santos

*** *. ******* ****** *** Juan City

adb079@r.postjobfree.com

Contact #: +639*********

OBJECTIVE

To use my skills and knowledge in such a way to help companies run their business successfully, to provide a summary of changes, with clarity of impact on various stakeholders and alternative decisions to choose from.

EXPERIENCE

Quality Analyst

Acquire BPO

November 2015 - Present

Ensures all agents are providing the best experience available to their customers and are compliant to quality standard through transaction monitoring, coaching sessions and trainings.

Expected to collaborate with Training, Operations, HR, other internal groups, and clients in developing agents to meet and exceed operational targets.

Provide accurate and impartial judgment on all transactional evaluations.

Regular coaching sessions with agents to reinforce good behavior and reform opportunities.

Collaborating with Operations and Training in developing technical and soft skills of agents through coaching sessions, calibrations, rewards and recognitions projects, etc.

Sales Representative – Inbound and Outbound Sales/Financial Account

Acquire BPO

February 2015 – Present

Communicates new products to existing/new clients in an impactful way.

Build prospect relationship by initiating communications and conducting follow-up communications as necessary in support of sales.

Supports sales in all aspect of the sales cycle.

Diagnoses client’s key business needs to ensure a high quality of interaction.

Customer Service Representative – Inbound Sales/Financial Account

Sitel Philippines Corporation

April 2013 – February 2015

Helping customers solve product or service-related problems by following the guidelines and procedures outlined by the company.

Identifying opportunities to upsell.

Referring the service and meeting goals set by the company.

SEMINARS ATTENDED

Effective Business Correspondence

Communicating with Difficult People

Conflict Management

Grammar 101

Task Management

Thought Organization

Personal Branding

Stress Management

Say It Right

Effective Feedback

Motivation

EDUCATION

Bachelor of Science in Hotel and Restaurant Management

College of the Holy Spirit Manila

June 2009 - March 2013

St. John’s Academy

San Juan City

Graduate (Primary - Secondary Education)

REFERENCES

Nescy Genilza

Quality Analyst

090********

Angelo Nieva

Quality Assurance Manager

094********

Mary Ann Alcala

Quality Analyst

091********

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