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Work History

Jun 2015Present

Call Center Auditor

Canadian Business Funding Center

Audits Sales call 

Coaching and feedback, responsible for delivery of the defined customer and sales experience in every call.

Creates Weekly performance report

Calibrate auditing processes between partner and internal teams

Develop creative methods and process for improving core metrics based on audit findings

Nov 2013Jun 2015

Team Manager


Delivery of,service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule.

Monitors calls and chats, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Training and development of staff. Motivation, leadership for a team of 17 and developing future leaders.

Recommendations for product and process development based on customer feedback and analysis of the same.

Conducts performance appraisal for the team.

Contributes the initial hiring and selecting process of the front line. Compiles reports on team’s performance and customer feedback.

Communication and being a focal point of dissemination of information from management to team and vis versa.

Nov 2012Oct 2013


Stream Global Services

Monitor. provide, record and evaluate effective training activities

*Design training programs that can be used to develop or/and improve the skills required for the job

*Implementation and revision of training programs

*Assesses training needs *Develop training methods and materials

*Writes Procedure Manuals

*Presents information ysung a large variety of techniques, including visual materials, team exercises, role playing and decision making skills

*Prepares weekly business review for training and development team to be presented to the client

Mar 2011Nov 2011

Technical Support Representative III

Stream Global Services
*Resolves issues with Xbox customers in 15 minutes or less, if possible. The support covers hardware troubleshooting, replacements and escalations, if necessary. *Assist customers with billing queries and explain charges *Educates customer on how to use their console and also how to create online accounts
Feb 2010Feb 2011

Technical Support Representative

Hinduja Global Solutions

*Provides technical assistance to customer with their Sony Home theater system *Educates customers on how to use their home theater systems

*Coordinate with repair orders until device is delivered to customer

Sep 2008Jun 2009

Office Staff

St Joseph Manpower and Delivery Services

*Encodes information from hardcopy files into the company's database

*Presents monthly report and business review



Bachelor of Science (BS) in Nursing 

Western Mindanao State University


  • Rhean De Souza
    • Compliance & Charge Back Manager
    • Phone Number: +647-925-2312
    • Email:
  • Pio Carlo Pastorfide
    • Senior Team Manager, Convergys
    • Mobile Number: 0922-862-4091
    • Email: