Michelle Cubio Alcano

Objective: To enhance my professional skills in a dynamic and stable workplace. 33 years of age

June 22,1986

Room Phase 3 Molave Street Brgy Sto Nino Mintal Tugbok, District Davao City. Email: adimvw@r.postjobfree.com

Mobile: 099********

Key Skills and Qualifications:

Interpersonal-Communication skills

Customer Service Orientation Adaptability Initiative Work Experience/Background:

Offshore QA/ Freelancer: Sales/ Retention

Adesso

June-2020 - December 2020

Duties: Call listening, Calibration, Identify the main opportunities that make an impact to the sales and customer experience.

Customer Support Specialist - Travel and Tours (Noken) Bolton International- Taguig -

December- 2019- May 2020

As part of operation assistant my tasks are as follows:

● Building App Guide

● Booking

● Curation

Quality Assurance Representative

Customer Contact Channels - Taguig -

July 2016- up to December 2019

Main duties and responsibilities:

• Evaluate the performance of the service representatives

• Participates in design of call monitoring formats and quality standards

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

• Uses quality monitoring data management system to compile and track performance at team and

• individual level.

• Performs monitors of customer care email responses.

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

• Coordinates and facilitates call calibration sessions for call centre staff.

• Provides feedback to call centre team leaders and managers.

• Perform other duties as assigned.

Customer Service Specialist- Airline Reservation

Customer Contact Channels - Taguig -

February 2013- 2015

I take calls and answer questions about airline regulations, help customers make travel plans, and work with computers to resolve problems. Additionally, I’m also involved in other stages of travel such as offering competitive prices, giving suggestions for accommodations and car rentals, and booking flights for travellers. Helping our valued customers in stressful situations. Listen to their complaints and resolve customer's issue.

Subject Matter Expert SME/POC- Airline Reservation Customer Contact Channels - Taguig -

February 2015-2016

As a member of the support staff my accountabilities are as follows:

• Ensuring quality of work meets the airline standard and motivates staff to achieve positive contribution daily and reduce customer complaints and errors by on-the-job coaching.

• Enforcing and maintaining standards of performance within area of responsibility

• Handling escalated calls ensuring minimum complaints and supporting travel agents with seat confirmation and arranging VIP bookings and ticketing queries. Customer Service Assistance

SERPRO service professional Davao - Davao City -

2012-05 - 2012-11

My main task is to provide a list of our products (whole sellers of flowers). I do follow up their orders making sure that all are complete and remind them about their bill due date. Answer all types of inquiry about the product. I was offered to be regularized due to my excellent sales performance. However, I decided to resign due to career opportunities.

EDUCATION

Bachelor of secondary education in education

Holy Cross of Davao College- Davao City

2009-06 - 2012-04

CHARACTER REFERENCE

ROBERT OLIVER ARMAS- Director (Bolton International) Mobile: +63-917-***-****

MARVIN LABAY-Operation Manager

Mobile: +63-966*******

Richelle Dela Cruz -Senior Manager Training & Quality- C3 Everise Mobile: (090*-***-****

Gretchen Fajilan-Calubiran- Training & Quality Manager -C3 Everise Mobile: +634*-***-****

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