WORK EXPERIENCE(S)
Nations Health Philippines Inc. (now Part of Arriva Medical)
Intraday Analyst
(Workforce Department)
(Feb 2012-Present)
Manages the outbound dialer using Presence Supervisor and Presence Administrator
Creates batches or list needed to be called during the day
Real-time Monitoring
Plots PTO requests of the Agents of the whole company
Sends Reports for the outbound Call penetration for the whole program
Reports Analyst
(Quality Assurance Department Oct 2011-Feb 2012)
Consolidates all the monitoring created daily, weekly monthly and quarterly
Creates Calibration Templates for Quality Assurance Department
Extracts Reports from the Monitoring tool and sends copies to the team leaders and managers
Stream Global Services Inc.
Quality Representative
(MS Xbox Technical Support for US, Canada, Australia and New Zealand based customers May 2011-Sept 2011)
Monitors Transaction of the Tier 1 Agents with the customers
Facilitates Calibration with the Operations
Determines and suggest any areas that may need improvement
TELUS International Philippines
Business Analyst
(MS Xbox Technical Support July 2010-May 2011)
Analyzes QOS data to determine the root cause for dissatisfaction
Sends Reports with QOS Data to whole Xbox Program
Creates Reports regarding Xbox Live, Save and Billing QOS Analysis
Quality Assurance Analyst
(MS Xbox Technical Support October 2009-June 2010)
Monitors Transaction of the Tier 1 Agents with the customers
Facilitates Calibration with the Operations
Facilitates Training and team huddle for quality attributes and coach agents with the Transaction monitoring
Determines and suggest any areas that may need improvement
Reviews and analyze the effectiveness of the modifications made and give feedback
Tier 1 Technical Support Representative
(MS Xbox Technical Support April 2009- Sept 2009)
Identifies, research, and resolves customer issues in technical or product issues and inquiries.
Provides feedback to the clients when needed
Provides quality service to give customer satisfaction
Virtual Quality Assurance Analyst
(MS Xbox Technical Support October 2008- March 2009)
Determines and suggest any areas that may need improvement
Reviews and analyzes the effectiveness of the modifications made and give feedback
Monitors Transaction of the Tier 1 Agents with the customers
Facilitates Calibration with the Operations
Facilitates Training and team huddle for quality attributes and coach agents with the Transaction monitoring
Tier 1 Technical Support Representative
(MS Xbox Technical Support December 3 2007- Sept 2008)
Identifies, research, and resolve customer issues in technical or product issues and inquiries.
Provides feedback to the clients when needed
Provides quality service to give customer satisfaction
