Quality Assurance High School

CASIÑO, ALICIA L.

UNIT *B, Narra Apt., Singson Village, Guadalupe, Cebu City, Philippines 6000

Mobile #: 092*-***-****

Email address: ivypv1@r.postjobfree.com / ivypv1@r.postjobfree.com

Objective: To secure a stable position with a well- established company that will enable me to use my strong organizational & leadership skills, educational background, and ability to work well with people.

EMPLOYMENT BACKGROUND

Escalations Desk /Offline Support March 2010-Present

Convergys Phils.- IBM – SPRINT,Arcenas Estate, Banawa, Cebu City

Manages all escalated calls from agents efficiently and accurately.

Documents account records systemically & track calls.

Provides feedback to management/agents concerning areas of improvement.

Performs other duties as assigned by management.

Team Lead/Supervisor December – February 2010

Cordia Communications, 5FL i2Bldg, IT Park Lahug, Cebu City

Supervises the team & ensure the team meets its required performance.

Coaches existing employees & trains the employees.

Submits required reports or data to the management.

Performs other duties as assigned or as the situation dictates.

Quality Assurance Analyst February - November 2009

Cordia Communications, 5FL i2Bldg, IT Park Lahug, Cebu City

Coordinates and facilitates call calibration sessions for call center staff.

Participates in design of call monitoring formats and quality standards.

Participates in customer and client listening programs to identify customer needs and expectations.

Provides feedback to call center team leaders and managers.

Sales Specialist February 2008 – February 2009

Cordia Communications, 5FL i2Bldg, IT Park Lahug, Cebu City

Takes responsibility in hitting sales quota weekly & other metrics implemented by the company.

Proofreader - Registrar’s Office April - July 2007

University of the Visayas, Colon St., Cebu City

Reads over documents & corrects for typographical errors and grammatical errors before releasing them from the office.

Business News Writer October - March 2007

The Freeman Newspaper, Colon St., Cebu City

Searches for a news-worthy business news events & write a story out from it.

Store Marketing Assistant March 2006- September 2006

Jollibee-Mango, Mango Ave., Cebu City

Handles contract signing & bulk orders for parties & events inside or outside the company

Host events.

EDUCATIONAL BACKGROUND

College

University of the Visayas

Bachelor of Arts Major in Journalism

Academic Excellence Awardee

Leadership Awardee

Colon St., Cebu City

2006-2007

High School

Ramon M. Durano Memorial National High School

Valedictorian

Cahumayan, Danao City

2002-2003

Elementary

Portland Elementary School

Salutatorian

Cahumayan, Danao City

1998-1999

PERSONAL DATA

Date of Birth : October 06, 1986

Civil Status : Single

Citizenship : Filipino

Height : 5’2”

Weight : 48kg

Religion : Christian (Roman Catholic)

Sex : Female

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