Printing tool Download PDF

Work experience

Mar 2007Present

Quality and Standards Specialist

Dell International Services

·Works in the architecture definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models.

·Drives continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight.

·Builds and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs and training.

Jan 2011May 2011

Customer Experience Coach

Dell International Services

·Encourages and Develops skills of font liners through call monitoring, coaching, feedback.

·Conducts additional training to the team and new hired agents with regard to program updates.

·Conceptualizes, plans, and organizes the fun Rewards and Recognitions and Office Work Life Effectiveness Programs

Mar 2007Dec 2010

Senior Technical and Customer Care Support Specialist

Dell International Services

-   Works in the architecture definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models.

·Drives continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight.

·Builds and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs and training.

Apr 2004Feb 2007

Senior Technical Support Representative

Convergys Philippines Services Corporation

·Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only) via phone

·Configures software to connect to Internet application servers.

·Provides training to clients in the use of system and applications as related to Internet.

·Obtains general understanding of OS and application operations related to company offered services.

Education

Jun 2000Apr 2004

Bachelor in Broadcast Communication

Polytechnic University of then Philippines

Skills

Adobe Acrobat and Photoshop
MS Office 2007-2010

References

Richelle Clemente

Marlon Tan

Ma. Odesa Deseo-Ferrer

Certifications

DELL DCSE Certified Associate for Desktops, Portables and Printers

Dell Certified System Expert

Summary

A Quality and Standards Specialist that is also a Dell Systems Certified Expert with extensive hardware proficiency and positive customer centric approach in support and in selling.

CustomSmall

Specialties

Quality and Standards Specialist

Customer Experience Coach