Filipino Call Centre Advisor and Trainer

Available

Serial No: 6385

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Skills keywords: agent support, call handling, escalated call resolution, quality monitoring

Short Bio:

I have over eight years of contact centre experience. From an inbound sales associate, I have developed my skills to undertake bigger responsibilities like quality monitoring, agent coaching and development, and supervising.

I am an Entrepreneurship undergraduate with an advanced diploma in Marketing.

With my experience, I am confident taking more challenges. I am a fast learner, dedicated worker and I get along well with others. I am also comfortable working in a multicultural environment.

Current location:  Metro Manila, Philippines - View on map

Preferred Sector of Employment:  accounting and finance

Spoken languages: english, Filipino

Location I am interested in working: Anywhere

Work Experience:

Aegis PeopleSupport

July 2009 –

Member Services Advisor/Supervisor Officer-In-Charge

Responsibilities:

 Answer member queries

 Take/Resolve Escalated Calls

 Provide Floor/Agent Support

ICT Marketing Services Inc., Cebu City, Philippines

November 2008 – June 2009

Operations Coach

Responsibilities:

 Provide Floor/Agent Support

 Take/Resolve Escalated Calls

 Quality Monitoring

 Coaching and Agent Development

 Production Phone Time

ICT Marketing Services Inc., Marikina City, Philippines

September 2007-November 2008

Operations Coach

Responsibilities:

 Provide Floor/Agent Support

 Take/Resolve Escalated Calls

 Quality Monitoring

 Coaching and Agent Development

 Production Phone Time

Advanced Contact Solutions, Makati City, Philippines

September 2004 – April 2006

Customer Service Representative – Inbound, Account and Stock Management

Responsibilities:

 Answer stockholder queries

 Provide crucial information on stock market activities and events

 Resolve account discrepancies

Achievements:

 Consistent Award Recipient – Monthly Top Performer

 Recipient – Quality Assurance Star Award

Etelecare International, Makati City, Philippines

September 2003 – February 2004

Customer Service Associate – Inbound Sales

Responsibilities:

 Meet/Exceed sales target from the sale of personal computers and accessories

 Suggest/Recommend custom-built computers based on customer’s needs.

Education:

Thames International Business School, Quezon City, Philippines

Under Graduate, B.S. Entrepreneurship – 2003

Advanced Diploma in Marketing – 2002

Ateneo de Manila University, Loyola Heights, Quezon City, Philippines

Under Graduate, Bachelor of Fine Arts Major in Theatre Arts – 2000

Member, Ateneo Corps of Cadet Officers – 2000

Skills:

Fluent in spoken and written English and Filipino

Computer Literate – Proficient in Windows, MS Word, Excel and PowerPoint