Audio File Introduction:May Anne
Years Experience: 8
Previous Campaigns: Comcast- Sales Team Leader, Sprint- Customer Service and Sales Rep and Transaction Monitoring Evaluator, Marriott Hotel - Guest Coordinator
LED Agent: No
Bachelor of Science in Biology
July 2010- February 2012 Convergys Philippines Services Corporation
I.T Park, Lahug, Cebu City
â€¢ Responsible for direct supervision of 17-20 agents.
â€¢ Responsible for the attainment of client set goals, efficiency targets and overall team performance.
â€¢ Performs consistent and effective coaching sessions and develops action plans to address performance gaps.
â€¢ Responsible in addressing agents concerns and needs.
â€¢ Responsible to perform deep dive analysis to determine the root cause and provide immediate action plans on how to improve the agentsâ€™ performance.
â€¢ Responsible for updating the teamâ€™s stats in a daily basis and provides immediate coaching and actions plans for low performing agents.
â€¢ Responsible in scrubbing and approving the agentsâ€™ timecard in a daily basis.
â€¢ Responsible for doing random audits with the team to ensure that everyone is on the right track.
Transaction Monitoring Evaluator
July 2007- June 2010 Convergys Philippines Services Corporation
Banawa and I.T Park Cebu City
â€¢ Sample and evaluate end-user transactions like telephone calls/chats for accuracy and conformance to Quality standards.
â€¢ Facilitate and/or participate in calibration sessions with Quality Leadership staff, Convergys personnel and clients.
â€¢ Demonstrate mastery and comprehension of clientâ€™s quality standards.
â€¢ Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals.
â€¢ Makes evaluations of customer interactions and enters feedback and coaching for agent growth opportunity.
Customer Service Representative
October 2004-July 2007 Convergys Philippines Services Corporation
Banawa, Cebu City
â€¢ Provides customer service by giving appropriate and accurate responses to customer queries.
â€¢ Offers customers recommendations and specialized solutions including sales services.
â€¢ Handles billing and payment transactions.
â€¢ Provide answers and/or advice to customers based on their particular requirements.
â€¢ Meet customer needs through first contact resolution.
Guest Response Coordinator
July 2003-January 2004 Marriott Hotel Cebu City
â€¢ Direct visitors to appropriate person or service, answer and forward telephone calls, take messages, schedule appointments and perform other duties.
â€¢ Provides customer service and address concerns and inquiries