Aiza S. Aboy

*** * ** ***** **. Aguho, Pateros Metro Manila

Contact Information: +639*********

Email Address: adje5p@r.postjobfree.com

Summary of Qualifications:

has good communication skills and can easily adapt to a fast moving and dynamic environment

knowledgeable with Salesforce, CRM, Dialsource, Nextiva, MS Office, Excel, Word, Power Point Presentation, Internet and Email

Employee Engagement

Work Experience:

May 18, 2020-Present

Team Leader

Tata Consultancy Services

Cardinal Health CSS Medical Services

Order Placement

handles a team of CSS email associates who handles Order Placement, Order Inquiry/ETA

Regular performance coaching, and Quality Monitoring

Responsible for Timekeeping and Payroll

Provides support on escalated issues

June 16, 2015-May 15, 2020

Team Leader

Tata Consultancy Services

hibu Customer Service Inquiry (Voice, Email and Chat Support)

handles a team of Customer Service associates who handles Inquiry, Billing, Advertisement Changes, Book Orders for Advertisers and Non Advertisers, and Free Listing Corrections to yellowbook.com and Print Ads

Regular performance coaching, and Quality Monitoring

Responsible for Timekeeping and Payroll

Provides Supervisory/Manager Calls when necessary

Hibu Listings Management

Manages a Team who conducts Listings Interview for clients purchasing Online Listing

Provides Queue management and support

Daily /Weekly /Monthly Productivity reporting to Client (hibu)

Quality Monitoring for the team

Performance Coaching and Review

Attend Calibrations with onshore clients for Quality

Report issues with HLM Orders

Voice Verification

Manages a Team who completes the Voice Verification/Signature for hibu customers Advertising Contract Approval

Daily /Weekly /Monthly Productivity reporting to Client (hibu)

Ensure Weekly Monthly LIRS reporting completed prior to deadline

Quality Monitoring for the team

Performance Coaching and Review

Provides Queue management and support

Hibu US Prime

Provides Queue management and support for Prime associates who provides supports and assistance to Sales Reps with the Ordering processes, Troubleshooting

Assist Escalations when necessary for Sales Representatives issues / concerns

Retention Waiver

Manages a Team that processes Waiver/Credits for customers who were offered 2 months Credits as part of the Retention Program

September 19, 2014-June 15, 2015

Team Leader

hibu Limited Inc.

Customer Service Inquiry

handles a team of Customer Service associates for Inquiry guiding them to work productively, effectively and efficiently by means of regular performance coaching, monitoring and sharing of values and experiences

responsible for Timekeeping and Payroll

Approval of Leaves

Attend Calibrations with onshore and Team huddles and Management forums

Provides Supervisory Calls when necessary

Manage and maintain the Most Improve Tracker for the Account

April 04, 2010 – September 15, 2014

Team Leader

TELUS Directory Assistance

TELUS International Phillipines

handles a team of Directory Assistance associates encouraging and engaging them to work productively, effectively and efficiently by means of regular performance coaching, monitoring and sharing of values and experiences

responsible for accomplishing payroll templates, KPI reports, 202 files and other deliverables

Creating action plans for the team to consistently meet or exceed target goals

Attends Calibrations, meetings

Recreation Event hosting and part of the Events Committee

Dispute POCs from Operations for Customer Complaints

Call Taking as Client Requirement

Responsible for Program Scheduling Seniority Stack Ranking

Creates deck presentations for Daily flash updates, recognitions and program events

Conducts and supervise FGDs for Market Site

Creates initiatives for the program that will recognize, support and engage employees to reach their optimal performance

June 2009 – March 2010

L2 Mentoring Team

TELUS Directory Assistance

TELUS International Philippines

assigned to monitor and coach 5 Mentees from different teams bottom performers for each month. Helps them improve their knowledge and skills in call handling through daily monitoring, coaching and encourage them create their own action plan.

Positive feedbacking on mentees improvement and AFIs (Areas for Improvement)

June 12, 2007 – May, 2009

Customer Interaction Associate, Senior Agent

TELUS Directory Assistance

TELUS International Philippines

Providing efficient and effective call handling

Giving best customer experience to US and Canadian callers

August 2005 – December 2005

Customer Service Representative

DirecTV, Inbound (with Technical Assistance/Support)

Advance Contact Solutions

9F Allied Bank, Ayala Ave. Makati City

Responsible for giving excellent customer service for DirecTV Customers

Deals with account activation, troubleshooting, customer retention, billing and upselling

September- February, 2004

On-the-Job Training, Clinic of the Holy Spirit

handling of patients, tests administration and evaluation, assessments

conducts interviews and observation to evaluate patients condition and analyze their intellectual, emotional as well as physical behavior and mental state

Educational Background:

June 2000 - May 2005

Graduate of Bachelor of Science in Clinical Psychology

Polytechnic University of the Philippines

Mabini Campus, Sta. Mesa Manila

Trainings/Workshops/Seminars Attended:

May 17, 2019

BPS: Social Media

Web Based Training

April 21, 2019

Digital: Ninja Competency pre-requisite

Web Based Training

April 20, 2019

Digital: Cloud Computing (General) Foundation

Web Based Training

June 21, 2018

Process: Agile Way of Working Foundation

Web Based Training

April 12, 2018

BPS: Visual Basics for Applications Intermediate

Web Based Training

April 12, 2018

BPS: SQL Basic Foundation

Web Based Training

April 11, 2018

BPS: Statistics & Analytics Intermediate

Web Based Training

April 8, 2018

BPS: Statistics & Analytics Foundation

Web Based Training

January 17, 2018

BPS: Visual Basics for Applications Foundation

Web Based Training

November 4, 2017

HR : Philippines- Legal Compliance for Managers Certification

Web Based Training

May 30, 2017

Assertive Communication

Web Based Training

October 5 – October 27, 2015

Greenbelt Training (Six Sigma) Certified

Facilitated by Edwin Dayuta

Induction Room, 9F Bench Tower Bonifacio Global City, Taguig

December 17, 2013-January 30, 2014

IAspire Accelerated (Leadership Seminar Workshop)

Facilitated by Vic Catanghal and Team (Global Specialist)

Bono Room, 32F Discovery Center, Ortigas Pasig City

May – August, 2013 (10 week sessions, Mondays)

Culture Building Seminar Workshop

Facilitated by AGM for Operations(Reliance), Sally Dimalanta

Board Room, 31F Discovery Center, Ortigas Pasig City

May 2013 (one week training)

Coaching Excellence

TELUS International Philippines

Facilitated by Coaching Excellence Lead, Regine Ronette Gargollo

Jumping Jack 3, 4F Market Market, Taguig

July 2013 (one week training)

Six Sigma, Yellow Belt Training

TELUS International Philippines

Facilitated by Dominic Haban and Team (Process Intelligence Team)

Jumping Jack 3, 4F Market Market, Taguig

November 05, 2011

Effective Leadership

TELUS Directory Assistance, Operations

Facilitated by VP Jaicie Miranda Caguiat

Diamond Rm, Lancaster Hotel

April 8-9, 2011

Call Center Fundamental Training

Facilitated by VP Jeiel Deogracias & SOM Fermil Anonuevo

Parliament Rm, 5F Market Market, Taguig

March 09, 2011

Enhanced Presentation Skills Training

Facilitated by LSS Paul Lumibao

Satisfaction Rm, 4F Market Market, Taguig

January 21-February 18, 2011

LEAD Training

Facilitated by Venice Alagon, Jemai Duque and Nix Ramirez

Rose Rm, 14F JMT Building Ortigas, Pasig

November 2010

Leadership Summit

Speaker, Arun Gogna

Brgy. Forbes Park, Makati

January 24-27, 2005

Annual Convention

Philippine Psychiatric Association

Taal Vista Hotel, Tagaytay City

Personal Information:

Date of Birth: January 23, 1984

Civil Status: Married

Nationality: Filipino

Religion: Iglesia Ni Cristo

Character Reference:

Erlinda Ocampo

Contact number: 092********

Former Team Leader, TELUS Directory Assistance

Fermil Añonuevo

Contact number: 091********/091********

Senior Operations Manager / Alta Resources

Darwin Antiporda

Contact number: 091********

Learning Services Specialist, Mastercard

Telus International Philippines

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