NimfaC.Ruado
Phase*bPkg*Blk**Lot**BagongSilangCaloocanCity
Mobilenumber:091********
Email:*****.*****@*****.***
Objectives
ToworkwithateamwhereIcanapply/enhancemyknowledgewhilecontributinghighand qualityperformancethatcanbehelpfultotheorganization. WorkExperience
QualityEvaluator(July2013–present)
StreamGlobalService,Convergys&Concentrix–ShawMandaluyong
ConductweeklycalibrationwithOperationstoensurealignmentofhandlingbasedon clientsguidelines.
Makingsurethatagentswasabletofolowqualitystandardswhileprovidinggood customerservice.
DiscussionofQualityformfornewhireagents,callisteningtoinstilgoodbehavior whentakingcals.
Calmonitoringforagents&provideinsightonwhatwentwel&whatcouldhavedone better.
HelpingOpstocomeupwithnewactionplansthatcanimprovedtheirteam performance.
100%evaluationattainment(SOW).
HandledmultipleLOBs.
Auditcalsofteamleads&trainerstoensureconsistencyofproductknowledge.
Calibrationwithclient–forhandingandanyconcernsthataffectOPSperformance.
Admintaskforweekly&monthlyreportings,whichincludesperteamstatus,evaluation attainmentsandZTP.
PromotedasaSeniorQualityevaluatorlastAugust.
CustomerSupportProfessional–CSP2(October2011–July2013)
Doingcaloutforclientsexecutiveendorsementspecificalyforrenewalofaccountwith handsetavailmentorbilrebate.
Outboundcalforredeliveryofhandset.Customerwhofailedtoreceivehandset availmentbecauseoftheiravailability.
Partofclientsyearlyevent-launchedofnewhandsetoffersuchasIphoneand Samsungseries.
CustomerSupportProfessional(November2008–October2011)
Inboundcals–CAREdepartment,handlinginquiryforprepaidsuchasnewproduct offer,aftersaleshandlingandnetworkcomplaints
Handlingqueries/complaintsforpostpaidaccount–bilingexplanation,account modificationandproductoffers.
Education
ComputerProgrammer
SystemtechnologyInstitute–MakatiCity
June1995-October1996
AssociateinComputerSecretarial
AlejandroColeges–QuezonCity
June1994–March1995
SecondaryEducation
BagongSilangHighSchool–CaloocanCity
June1990–March1994
CharacterReferences
MelissaCuizon
GlobeQualitySupervisor
MaryRiesGunong
GlobeQualityEvaluator
IsraelLalic
GlobeQualityEvaluator