• Degree Bachelor Of Science In Nutrition And Dietetics
• Year 1989 - 1993
• College Name University of Santo Tomas , Philippines

• Job Profile REAL TIME SPECIALIST - Senior Customer Care Representative
• Year May,2006 - November,2010
• Company i - Contacts Corporation (wholly owned subsidiary of Smart Communications, Inc)

Description

• Monitors and analyze the performance of different groups based on real time; responsible for monitoring call traffic, Average Handling Time (AHT) and provide feedback to improve and manage current performance to achieve set targets and work closely on day to day basis with operations Team Leads. • Monitors and ensures agents adherence to schedule, shift assignment requests for modifications of scheduling events (meetings/training, etc.), processes schedule trade requests for posted schedules and approve/deny based on their effect on operations. • Recognizes/interprets trends and changes in employees’ adherence and staffing requirements and communicate them to concerned departments. • Handles daily, weekly, and monthly tasks and provides superior with timely and accurate reports needed to measure the group’s performance and call volume based on the requirements. • Conducts test call to different calling series to check its accessibility and coordinates matters that need immediate attention with other departments or support groups. • Provides superior with timely and accurate reports needed and performs any other related duties as required or assigned.

• Job Profile POSTPAID TL OIC - Senior Customer Care Represenative
• Year July,2005 - May,2006
• Company i - Contacts Corporation (wholly owned subsidiary of Smart Communications, Inc.)

Description

• Handles the day to day postpaid hotline operations, assists customer complaints and coordinates matters that need immediate attention with other departments or support groups. • Monitors and ensures agent’s adherence to schedule, high quality of call handling and customer satisfaction, provides counselling, guides, motivates, evaluates and rates the performance and development of the agents. • Coordinates with training the developmental needs, mentoring, follow up evaluation of agents and trainees in their different designated areas. • Ensure a safe, harmonious working environment, delegate duties to all team members and responsible in providing an effective, clear focus and direction for the group’s performance. • Provides Program Manager with timely and accurate reports needed to measure the group’s performance. • Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.

• Job Profile FULFILLMENT OFFICER - Senior Customer Care Representative
• Year November,2004 - July,2005
• Company i - Contacts Corporation (wholly owned subsidiary of Smart Communications, Inc.)

Description

• Processing escalated service request, email concerns and complaints by the hotline and wireless centers and faxed documents sent by the Smart Load dealers and retailers by providing prompt response and solutions to their concerns and requests at all times. • Continually maintain working knowledge of all company products, services and promotions by studying new product descriptions and participating in educational and training opportunities. • Provides superior with timely and accurate reports needed and performs any other related duties as required or assigned.

• Job Profile CUSTOMER SERVICE REPRESENTATIVE - Senior Customer Care Representative
• Year December,2000 - November,2004
• Company i - Contacts Corporation (wholly owned subsidiary of Smart Communications, Inc.)

Description

• Handles inbound calls, processing and escalation of service requests, adherence to cross selling policy, schedule and customer satisfaction. • Maintains and improves quality results by adhering to standards and guidelines and procedures. • Manage, identify and resolve customers’ needs, clarify information, classify and escalate priority issues, provide solutions and/or alternatives and follow up customer calls where necessary • Continually maintain working knowledge of all company products, services and promotions by studying new product descriptions and participating in educational and training opportunities. • Provides superior with timely and accurate reports needed and performs any other related duties as required or assigned

• Job Profile ASSISTANT STORE MANAGER - Kitchen Manager
• Year July,1998 - August,1999
• Company Chopstix Express Food Corporation

Description

• Handles the day to day store operations and assists customer inquiries and complaints. • Responsible for the variance report, product analysis report, food cost control, food cost report, store accounts, breakages report of utensils and stock requisition • Ensures cleanliness, orderliness and safety standards are followed through inspection and random checking of the area. Also provides counselling, motivates, evaluates and rates the performance of the agents.

• Job Profile MANAGER SUPPORT SERVICE - Assistant Store Manager
• Year May,1996 - May,1998
• Company Goldilocks Bakeshop Incorporated

Description

• Handles the day to day store operations and assists customer inquiries and complaints. Makes periodic floor supervision for both the food shop and bakeshop operations by ensuring adherence to high quality of standards in food, service and cleanliness to achieve customer delights. Plans, forecast and revises, if necessary the orders of all food shop and bakeshop products based on the requirements of the store and monitors product availability at all times. • Handles and accomplishes the following reports: stock factor computation, sales per man hour profit and loss of the delivery service of the store per week and on the monthly basis; the customer staff ratio report; the transaction count and average check report; the weekly and monthly sales report of the store, petty cash reimbursement and sales deposit. • Prepares the weekly time schedule of the supervisors and crews based on the store requirement and conducts regular station meetings to check on work progress, feedbacks and problems encountered and provides counselling and assistance to crews encountering work related problems. • Ensures cleanliness, orderliness and safety standards are followed through inspection and random checking of the area. Also provides counselling, motivates, evaluates and rates the performance of the employees.

• Job Profile MANAGER SUPPORT SERVICE - Food Shop Supervisor
• Year November,1993 - May,1996
• Company Goldilocks Bakeshop Incorporated

Description

Supervises the kitchen and food shop operations ensuring adherence to high quality of standards in food, service and cleanliness to achieve customer delights. Plans, forecast and revise orders of all food shop products based on the requirements of the store and monitors product availability at all times and provides store management with timely and accurate reports needed to measure the store performance and counselling and assistance to crews encountering work related problems, motivates, evaluates and rates the performance of crews in their different designated areas. Coordinates with store training the developmental needs, mentoring, follow up evaluation of crews and trainees in their different designated areas. Monitors and ensures proper crew positioning in each station, attendance and punctuality of crews.