Account Education

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

091********

MaryRiesGunong

GlobeQualityEvaluator

094********

IsraelLalic

GlobeQualityEvaluator

091********

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