Education

Education

Summary

Business-minded professional with consistent track record for excellent performance offering business acumen beyond the contact center industry by integrating skills, acquired knowledge and passion for continuous improvement, which are critical in any position.

  • Helped site meet and exceed quality assurance SLA by introducing coaching processes that enabled immediate feedback on agent performance resulting to an upward performance on quality scoring
  • Increased internal customer satisfaction by relentlessly revisiting processes and guidelines to ensure alignment to departmental and program goals that streamlined tasks involved in supporting operations. Process improvements also resulted to staff morale and improved team performance
  • Pioneered several lines of businesses from the implementation to transition, greatly contributing to the programs’ successes. Acknowledged by several clients for strong leadership in quality assurance
  • Actively participated in meetings with clients and management, especially during calibration sessions, monthly and quarterly performance reviews, brainstorming sessions and other projects
  • Exhibited a high level of integrity to the entire organization which is key to effective coaching and team management
  • Contributed 30% savings on overhead expenses by implementing quality assurance/control standards that resulted to efficient operations

Interest

I love technology, the Internet, gadgets and applications that promotes mobility. This enables me to work away from my desk.

When not busy at work, I enjoy traveling, particularly going to the beach. On instances when travel is not possible, I spend time with family and friends for a movie or dining out.

Skills

Skills

Computers and the Internet

Used MS Office Applications in Windows and Mac OS environment. Internet savvy, with hands-on exposure on website development Knowledge of troubleshooting