RELEVANT EXPERIENCE
Manila Shared Services
Customer Service Representative
September 2020 – Present
- Handles customer calls regarding orders: complaints, info on delays, promo inquiries
- Serves as an on-call team lead during surges of temporary staffing to cope with spikes in tickets
- Assists newbies on product knowledge
Accenture Inc. IT Customer Service
November 2011 – January 2020
- Project Management Officer
- Requested and processed tools access for all project resources.
- Created process document for specific process needed within program, project and service management task
- Collated all documents for non-standard background check of employees.
- Performed Project Management Officer task
- Communicated and collaborated with Mobility Team during hiring and training of new hires
- Attended meetings, sent reports to the Project Manager and collaborated with a knowledge base analyst on tools issue and creation
- Completed Ad Hoc tasks as needed
- Reviewed Time & Expense report completion of associates
- Managed and kept records of all project assets
- Maintained the project database all the time
- Team Lead/OIC
- Sent a weekly progress report to all unit members
- Managed queue for different shifts
- Supported all personnel in their day-to-day duties including appraisal, training and development, attendance, individual supervision and discipline
- Reviewed Time & Expense report every cut-off period
- Communicated with HR Analyst regarding focus group discussion and performance issues of the agent
- Trained new hires as needed
- Audited chat report and CSAT report
- Created initiatives on process improvement
Telus International
Communications Trainer
July 2009 – August 2011
- Co–facilitated/Facilitated a 4-week communications training to new hires
- Created reports and training materials for new hires Monitor and coach agents to improve communication opportunities
- Attended weekly call calibration with Managers, QAs and Trainers
- Created initiatives with TNA and facilitates recurrent trainings to agents
SKILLS
- Great communication and interpersonal skills
- Excellent organizational and multi-tasking skills
- Team management
- Customer Service
- Legal/Web research
- Technical Support
- Training and email management
EDUCATION
Philippine Christian University
Bachelor of Law
June 2020
Trinity University of Asia
AB Mass Communication Major in Broadcasting
Class of 2003
