MARILOU LAUDE TUICO

*** * ******* ****** ********* Cebu City 6000

Cell phone #: 092*-***-****

e-mail address: adl09a@r.postjobfree.com

OBJECTIVE

To apply as a Quality Assurance Coordinator so I can use the knowledge and skills that I have acquired from working in a BPO company for 16 years. To explore my potentials, to learn and achieve my career goals.

PERSONAL DATA

Birth Date December 16, 1982

Birthplace : Cebu City

Religion : Roman Catholic

Citizenship Filipino

Civil Status Married

Languages Spoken : English, Tagalog and Cebuano

WORK EXPERIENCE/S

Team Lead (2012-2021) present

Google - Sykes Asia Inc. 2017-2021

Guardian Life Dental - Sykes Asia Inc. 2016-2017

Frontier Telecommunications - Sykes Asia Inc. 2015-2016

AT&T 9 State Chat - Sykes Asia Inc. 2013-2015

AT&T 22 State - Tier 2 Escalations Team - Sykes Asia Inc. 2012-2013

Quality Assurance Coordinator

AT&T 9 State DSL CHAT and Voice - Sykes Asia Inc. 2007-2012

Technical Support Representative

AT&T 22 State - Sykes Asia Inc. 2004-2007

EDUCATION

Special Course

Britech College February 20, 2020 - December 14, 2020

Caregiving Course

University of Southern Philippines Foundation 2004 (2 months short course)

Advanced Communication in International E-Business

College

University of San Jose Recoletos 2000-2003

BS- Industrial Engineering (College level 3rd yr 1st sem)

High School

Camp Lapu-Lapu National High School 1995-1999

Elementary

Colegio De la Inmaculada Concepción 1988-1993

Camp Lapu-Lapu Elementary School 1993-1995

CHARACTER REFERENCES

Sheilamae A. Lapeña

Account Manager, Operations - Google

Mobile +63-921*******

Archival Aranas

Google - Manager, Account Operations

Mobile: +63-917-*******

Sabrey Jane Zara-Balino

Prudential - Manager, Account Operations

Mobile: +63-917-*******

Graiza Acos

Manager, Account Operations

Mobile: +63-977-*******

Hiring Manager

Good day!

I would like to express my desire to be employed as one of your Quality Assurance Coordinator.. I have been working for a BPO company in the Philippines for the past 16 years and I believe that my work ethics as well as my never ending passion to make an impact in the customer service industry are the reasons as to why I remain motivated and would like to explore more opportunities to learn.

Currently I am a team leader in one of the biggest international brands and have been awarded as the team leader of the year 2020. I go above and beyond making sure that the agents under my management are able to provide consistent quality customer service through coaching, monitoring and motivating.

Also, I have a broad knowledge in customer care as I have worked as an inbound customer and technical support during the first 3 years of working in this industry. Thus this allows me to understand the challenges and the support each customer service agent needs to nurture their capabilities and explore their potentials.

I believe in working my way up and learning through experiences with the people around me. That is basically the reason as to why I wanted to be hired as a Quality Assurance Coordinator for your company. I enjoyed working as a QA for five years and learned the importance of ensuring that the agents are consistently following the outlined processes. Identifying errors through root cause analysis are equally important for process improvement and effective coaching.

I can work on my own also with my peers harmoniously and I can easily adapt to any personalities that I will get to interact with. I am confident that I can perform my job well as I know how to adapt, learn, communicate my challenges to my leaders and to achieve the same goal.

You can contact me anytime to discuss my application.

Hoping to hear from you soon.

Sincerely,

Marilou Tuico

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