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Work Experiences
June 2012
February 2013
(8 months)
June 2013 October 2015 (2 yrs & 5 mos)
October 2015
Sept 2017
(2 years)
Sept 2017
Aug 2019
(2 years)
Sept. 2019
Dec. 2019
(4 months)
HR/Admin Associate
at Inframachineries Corporation
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Document Control Custodian – Has contributions in successfully obtaining ISO: 9001
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Revolving Fund Custodian – Released and replenished cash from office budget, validated and liquidated office expenses
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Payroll Management – Prepared employees’ daily time records and payroll. Monitored and managed the reconciliation of advances to employees' accounts.
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Assisted the manager in the hiring process. Posted job hiring on Jobstreet.ph, scheduled candidates for an interview, and conducted the initial screening.
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Released and implemented inter-office memorandum
Technical Support Representative
at Teletech Management Philippines
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Handled inbound/outbound calls from Verizon customers
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Troubleshoot network, phone, and device issues
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Account handled: Verizon
Quality Assurance, Specialist
at Teletech Management Philippines
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Conducts daily evaluation of the agent's calls and check if the behavior is aligned to the client's customer experience guidelines. Provide feedback to the agent through email and/or one-on-one coaching. Monitor their performance and track it using an Excel spreadsheet. Deep-diving, doing root cause analysis and report presentation using Excel Pivot Chart. Handles escalation from team leads and disputes. Attend weekly calibration calls with the client. Achieve 4 hours of phone time per week.
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Accounts handled: Amazon Retail and Seller LOB, BestBuy Retail LOB
Operations, Team Leader
at Teletech Management Philippines
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Handled a team of 15-20 agents providing real-time support. Monitoring their metrics on a daily/weekly/monthly basis, doing root cause analysis, and conducts one-on-one coaching. Manage team meetings, facilitate up-training, and attending weekly/monthly performance reviews with the managers. Receiving escalations through email and call. Generating reports using MS Excel that will demonstrate the performance trend on an agent and team level.
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Accounts handled: Blue Cross Blue Sheild, DoorDash Customer, Dasher LOB
Google, Customer Support
at Google
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Handled inbound/outbound calls from Google Pixel customers from the U.K. and Australia
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Troubleshoot network, phone, and software issues
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Account handled: Google
Freelancing / VA Career
March 2020
Sept. 2020
(6 months)
Sept. 2020
Oct 2020
Lead Generation / Research Analyst
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Researched leads on the internet and gathered
information such as company name, contact number,
location, website, etc.
Digital Marketing Agency as Cold Caller
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Cold calling potential leads, Appointment Setting, and leads management using Pipedrive
July 2020
August 2020
(1 month)
Real Estate Recruiter / Appointment Setter
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Generated leads, set appointments, managed database using CRM, email, calendar, and monitored documents using ziplogix
Jan 2021
Present
Sr. QA
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Created a QA checklist for call monitoring
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Monitored the call performance of team members and evaluated their application handling skills (sales and lettings) as well as their efficiency on the overall property management process.
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Handled feedback and escalations from clients and customers.
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Performed 1-on-1 coaching, facilitated call listening and role-play sessions.
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Created QA reports that demonstrate the company’s performance trend and call defect drivers.
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Established metrics and created a process document for scorecard utilization (APR, QA, CAR, TSR, CSAT,
and NPS) -
Assisted the HRM in hiring potential candidates by facilitating the interview up to the decision making. - Reported directly to the company director weekly to discuss performance trends, QA updates and plans.
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Worked as the 3CX administrator (Managed call queues, troubleshot and reported phone issues to the
network team, and prepared call reports).
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