Cainta Call Center
Resume:
MARIELLE STO. DOMINGO ESTRELLA
**c Azalea St. Greenland Cainta Rizal
*****.********@*****.***
Career Objective
Looking for a career position where professional experience and expertise will be regarded as a wealth of an organization.
Work Experience
OPERATIONS MANAGER
Music Streaming Account – Concentrix (2019-Present)
JOB DESCRIPTION:
●Headed the three Line of Business with 250 agents
●Doing triad session with supervisors to ensure coaching is calibrated.
●Attending client meetings and WBR
●Performing in-shift meeting to provide updates, instructions and talk about yesterday’s performance and action plans.
●Hosting FGD sessions to discuss specific topic of interest.
●Monitoring and coaching agents regarding CSAT and other KPI focusing on their behavior
●Manage by walking around. Be visible to answer questions.
●In-charge of the engagement too.
●Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
OPERATIONS MANAGER -m
Multilevel Beauty Campaign – Acquire (2018-2019)
JOB DESCRIPTION:
●Handled 54 FTE’s
●Attending client meetings and WBR
●Client Relations
●Hosting FGD sessions to discuss specific topic of interest.
●Managing performance.
OPERATIONS SUPERVISOR
Largest Search Engine – Sykes Asia (2017-2018)
JOB DESCRIPTION:
●Handled 15 agents
●Monitoring and coaching them regarding performance and people management
●Manage by walking around. Be visible to answer questions.
●Attending client meetings and WBR
●Doing triad session with supervisors to ensure coaching is calibrated.
●Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
OPERATIONS MANAGER
Cable TV - Teleperformance Philippines (2015-2017)
JOB DESCRIPTION:
●Handled 17 Supervisors with 250 agents
●Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
●Doing triad session with supervisors to ensure coaching is calibrated.
●Attending client meetings and WBR
●Performing in-shift meeting to provide updates, instructions and talk about yesterday’s performance and action plans.
●Hosting FGD sessions to discuss specific topic of interest.
●Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
●Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
●Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
●Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
●Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
OPERATIONS SUPERVISOR/ ENGAGEMENT LEAD
Cable TV - Teleperformance Philippines (2013- 2015)
JOB DESCRIPTION:
●Handled 16-18 agents with exceeding performance (Taking the Top Team Award month over month)
●Manage by walking around. Be visible to answer questions.
●Take calls that your agents can’t handle and be available when an agent appears to need assistance.
●Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
●Leading all engagement activities inside the account and the representative for internal TP engagement activities
Able to host Shaping Our Story
CUSTOMER EXPERIENCE ANALYST/ PROCESS IMPROVEMENT/ QA
Telco Account - Teleperformance Philippines (2011 - 2013)
JOB DESCRIPTION:
●Focuses on Episode NPS (Net Promoter Score).
●Proving Quality feedback through data analysis and performing investigation in an episodic approach.
●Our focus is to help operations resolve customer’s issue following an optimal path, decrease time to resolve and Increase NPS score through the data scrubs that we investigate.
●Be able to identify opportunities from people, technology, process and system and be able to recommend process improvement.
CUSTOMER /TECHNICAL SUPPORT CONSULTANT
(Phone and Internet Account) - Teleperformance Philippines (2009 to 2011)
JOB DESCRIPTION:
●Taking calls from diverse customers and providing instant solutions on their residential phone line and broadband service
●Providing solution to complicated problems, assisting customer in activating their connection and installation for first time subscription and keeping up the quality level are the responsibilities of this work.
EVENTS ORGANIZER
CAD Concepts Events Management
The Holiday Rush 1 to 3 (2009 to 2011)
The Antipolo Fun Run (2010)
JOB DESCRIPTION:
●Shall assist in recruiting, selecting and booking of tenants for different venues/locations, through online, print and other efforts, such as text blasts, telemarketing and email blasts. TARGET is to ACHIEVE 15-20 BOOKINGS PER WEEK. Assistant may suggest ads and other schemes/venues/media to be used in looking for tenants/vendors. Event Organizers shall inform Assistant of the current venues/media used and shall inform Assistant of the available and remaining slots per bazaar.
●Shall assist in marketing the different venues/locations, through online, print and other efforts, such as text blasts, telemarketing and email blasts. TARGET IS TO ACHIEVE DESIRED FOOT TRAFFIC/NUMBER OF SHOPPERS DURING THE EVENTS. Assistant may suggest ads and other schemes/venues/media to be used in looking for tenants/vendors. Event Organizers shall reimburse Assistant for cellphone load or broadband used for text or email blasts, if necessary.
●Shall assist during event proper, more particularly, during ingress, egress, facilitation of activities, as well as handling of concerns of shoppers and tenants.
●Shall report directly to the Event Organizers regarding concerns and suggestions.
SKILLS REQUIRED:
●Good communication/people skills
●Adept in preparing and editing of ads necessary to promote the events
●Adept in online media (Facebook, twitter, email)
OUTBOUND AGENT
Brady Philippines (2009-2009)
JOB DESCRIPTION:
●Calling customer to send sample hazard warning signage and posters.
CUSTOMER SERVICE REPRESENTATIVE
(Telecommunication Account) – Sitel Philippines (2007-2009)
JOB DESCRIPTION:
●Taking calls from diverse customers and providing instant solutions on their postpaid phone accounts.
Strengths
●Hardworking
●Enthusiastic
●Can perform under pressure
●Can execute a task within a short period of time
●Fast learner
Achievements
●Consistent performance despite facing odd situations
●Garnered valuable knowledge at every stage of professional life
●Blue Diamond Awardees’ – (Commitment – Prestige award in TP)
●Tiger Team Runner up ( Trip to Australia)
●TOP ACCM – CEO Awardee
Training
●QA BEST Training
●Leadership through Values
●RCA Training
●TOPS Certified
Expected Salary
●Negotiable
●
Why should I be selected?
●Maintain punctuality in professional life
●Vast experience in this sector
●Can execute task under pressure
●Can learn very fast from mistakes
Personal Data
Date of birth:
Place of birth:
Citizenship:
Status:
Languages:
Father’s Name:
Mother’s Name:
07 July 1987
San Juan, Metro Manila, Philippines
Filipino
Married
English and Filipino
Muriel E. Sto. Domingo
Ma. Pilar Viray
Educational Attainment
TERTIARY EDUCATION
Bachelor of Arts in Communications (2005 - 2007)
University of Makati
Bachelor in Secondary Education (2004 – 2005)
Polytechnic University of the Philippines – Taguig Campus
SECONDARY EDUCATION
Mt. Moriah Christian Academy (2002 – 2004)
Regis Grace Montessori (2000 – 2001)
PRIMARY EDUCATION
Bagong Tanyag Elementary School (1999 – 2000)
Saint Cyr Academy (1997 – 1999)
Fisher Valley College (1995 – 1997)
Character References
Available upon request.
Contact this candidate