Team Leader

December 8, 2015 - June 16, 2017

Convergys Phils. Services, Inc.

Responsible for the daily management of team employees, ensuring that individual performance meets customer service standards through coaching, counseling, rewarding and training. 

Works with the manager with development, analyses and implementation of staffing, training, scheduling, and recognition programs. 

Call Auditor

October 2007 – December 2015

Convergys Phils., Services, Inc.

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Responsible for monitoring of calls to identify agent compliance to specific process guidelines and fixing identified account errors.

Contributed initiatives that helped improve agent performance and enhanced overall customer experience.

Responsible for sending out regular reports indicating compliance performance per line of business.

Responsible for facilitating regular meetings and calibrations with the operations management team.

Customer Service Advisor

June 2006 – October 2007

Convergys Phils., Services, Inc.

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Responsible for troubleshooting voice recognition issues in the vehicle navigation system.

Responsible for handling and resolving customer complaints.

Responsible for answering queries and providing education to subscribers regarding the services and pricing.

Responsible for troubleshooting and resolving online account issues.

Branch Cashier

July 2000 - January. 2005

Avid Sales, Inc.

Assured prompt collection of payment from individual and corporate clients. Fulfilled corporate clients
requests for price quotation. Handled phone queries/complaints regarding products and delivery
schedule.

Stocks Trader

June 1993 - July 2000

Litonjua Securities, Inc.

Assisted clients with their stocks investments by providing real-time updates on current trading,
provided buy/sell recommendations and entered orders in the PSE trading system.

Skills & Competencies

Knowledge of the following tools and applications:

Website Creation and Content Management

Shopify

Wordpress

Wix

Wordprocessing & Spreadsheet

Microsoft Excel

Microsoft Word

Google Sheets

Google Docs

File Management

Google Drive

Dropbox

Email & Survey

MailChimp 

Typeform

Google Forms

Gmail 

Outlook

Calendar & Social Media Management

Buffer 

Hootsuite

Google Calendar

Creative Visual Presentation, Photo, and Video Editing

Hitfilm Express

Powtoon

Moovly

Photoshop

Pixlr

Stencil

Picmonkey

iPiccy

Befunky

Powerpoint

Canva

Visme

Productivity and Collaboration

Trello

Evernote

Content writing, email support, data entry, internet research, transcription,

facilitation of meetings and calibration.