Audio File Introduction:Shiela
Years Experience: 6
Previous Campaigns: BPO-Sales Specialist, Customer Service, QA Analyst, QA Lead, Service accounts receivable and bad debt collection management, Travel account specialist, Healthcare management, fashion sales and customer service management
LED Agent: No
Bachelor of Science in Nursing (1998-2006)
Liceo de Cagayan University
â€¢ Selling internet connection, healthcare and satellite dish programming.
AEGIS PEOPLE SUPPORT
QA Lead Trainee
â€¢Supervised team of QA Specialists and ensured that they were trained, calibrated and updated on their client knowledge
â€¢Analyzed data provided by Specialists, Quality Assurance and made recommendations on how to improve performance, quality and overall end-user satisfaction
â€¢Identified, tracked and communicated to the Manager, Quality Assurance and the Manager, Training on training needs as a result of team monitoring and coaching assessments
â€¢Proposed Call sampling plan with complete documentation process utilizing the new auditing tool features and in accordance to the Quality Ethics mandated by the clients.
â€¢Appointed as the lead QA â€“ OIC from April, 2008 up to August 31, 2009. Took care of IT issues, operation questions and reports and etc.
Customer Service Representative (Expedia)
â€¢Provide comprehensive and quality customer care at all times
â€¢Provide appropriate and accurate responses to customer queries.
â€¢Apply technical knowledge and procedures when servicing customer queries.