Employee Relations Service Representative

Maria Nicoreta Corcuera - Papio

Address: #** **** * ***** ******* St. Milagros Subd. Brgy. Dalig Antipolo City

Contact Number: +639*********

Email: *************@*****.***

OBJECTIVE

To be part of a company where I can utilize my abilities, where I can be effective and efficient, and apply the experiences that I gained with quality and accuracy.

EDUCATIONAL BACKGROUND

TERTIARY: Unciano Colleges - Antipolo Bachelor of Science in Nursing Circumferencial Road Antipolo City

Arellano University Manila Bachelor of Science in Nursing Legarda Manila

SECONDARY: Antipolo Immaculate Concepcion School

Antipolo City

PRIMARY: Juan Sumulong Elementary School

Antipolo City

WORK EXPERIENCE

Convergys Philippines

Equitable Tower Ortigas Pasig City

Collections Representative October 2007 - March 2010

Teletech Philippines

Cainta Rizal

Technical Support and Customer Service Representative August 2013 – October 2013

SME

November 2013 – February 2014

Team Lead

March 2014 – February 2016

SITEL Philippines

Eton Cyberpod and Robinsons Cybergate

Team Lead

March 2016 - September 2017

COGNIZANT Philippines

Mckinley Taguig City

Senior Process Executive December 2019 – January 2021

SEMINARS / TRAININGS ATTENDED:

Team Lead 101 Teletech Philippines

CHARACTER REFERENCES:

Available upon request

SUMMARY OF SKILLS:

●Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

●Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

●Provides statistical and performance feedback and coaching on a regular basis to each team

member.

●Writes and administers performance reviews for skill improvement.

●Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

●Ensures employees have appropriate training and other resources to perform their jobs.

●Responds to and resolves employee relations issues expressed by team members.

●Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

●Addresses disciplinary and/or performance problems according to company policy.

●Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

●Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

Works as a member/leader of special or ongoing projects that are important to area/process

improvement.

●Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

●Establishes work procedures and processes that support the company and departmental

standards, procedures and strategic directives.

●Uses appropriate judgment in upward communication regarding department or employee concerns.

PERSONAL BACKGROUND:

Date of Birth : December 27, 1985 Place of Birth : Kamuning Quezon City Civil Status : Separated

Age : 35 years old Sex : Female

Religion : Roman Catholic Citizenship : Filipino

Language Spoken & Written : English and Tagalog

I hereby certify that the above information is true and correct to the best of my knowledge and beliefs.

Maria Nicoreta Corcuera - Papio

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