Brgy. Day-as, Cebu City

(092*-***-****

adktr8@r.postjobfree.com

E D U C A T I O N

Polytechnic University of the

Philippines, Sta. Mesa, Manila

Bachelor’s Degree in Human

Resource Development

Management

2018

Educational Achievements

President’s lister

First Semester (SY: 2015-2016)

Second Semester (SY: 2015-2016)

First Semester (SY: 2017-2018)

Dean’s lister

First Semester (SY: 2016- 2017)

Second Semester (SY: 2016-2017)

CHARACTER REFERENCES

Rheame Ogoc

Quality Assurance Analyst

(091*-***-****

Justine D. Dela Peña

Senior Recruiter

(092*-***-****

P R O F E S S I O N A L E X P E R I E N C E

Quality Assurance Specialist – Dec. 2019 – Nov. 2020

• Monitoring agents' inbound and outbound calls according to client's specifications to maintain quality of call service

• Facilitating QA - TL touch base to bridge knowledge and skill gaps and correct internal broken processes

• Attending and facilitating internal and client calibrations

• Creating analyses and internal reports to help operations' performance

• Revalidating client's and customer's escalation call requests and providing real time feedback and coaching

Subject Matter Expert – Jan. 2019 – Nov. 2019

• Listening to nesting agent's interaction with his/her end users using side by side strategy and providing real time feedback

• Providing support to nesting agents and attending to all of their questions

• Facilitating pre and post shift huddles to know their challenges and to know how to support them

• Ensuring agents to be onboarded to production floor

• Attending trainings in GDS to strengthen knowledge with the product Customer Service Representative – June 2018 – Dec. 2018

• Providing better options to customers on their flight reservations

• Ensuring quality of service is met by reporting issues experienced before, during, and after the call to the lead

• Ensuring opportunities that were observed by the Quality Analyst were rectified

Professional Achievement

Consistent Top Quality Assurance Analyst – 2020

TELEPERFORMANCE, Cebu IT Park

Consistent Top Agent – 2018-2019

TELEPERFORMANCE, Cebu IT Park

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