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Work Background
Sun Health & DentalManager
Jun. 2020 - May. 2023Florida, United States
Ocwen Financial Corporation - USSpanish Bilingual QA Team Lead
Dec. 2016 - Oct. 2019Two E-Com, Harbor Drive, MOA Complex, Pasay City
Altisource Business Solutions IncQuality Analyst, Bilingual
Jul. 2015 - Dec. 2016Two E-com Center, Harbor Drive, MOA Complex, Pasay CityConducts process improvement project to support business unit
Provides process improvement recommendation/s based on process improvement project created
Attend calibration of account process/es Evaluate outbound and inbound calls for bilingual agents
Conducts process evaluation for agents
Transcom Worldwide Philippines Inc.Quality Assurance Specialist, Bilingual
Jun. 2011 - Jul. 2015-Received client commendation for giving inputs in streamlining client tools and processes
-Recognized as the most multi-skilled specialist of the account both in the English and Spanish points of contacts handling over 8 processes
Aegis People Support (Teleperformance)Team Lead, Bilingual
Nov. 2005 - May. 2010Makati-1 of only 3 points of contact of over 17 team leads of a sales, collections, retention account
-Point of contact assigned to mentor team lead trainees in their first 1-5 month learning period as a team lead
-1 of only 4 team leads to handle over 600+ seasonal agents of a sales implementations account covering training, hiring and recruitment task, coaching and mentoring, conducting quality feedback
-Headed the development and implementation of sales strategies and incentives for the same account to recognize agent efforts
-Implementations account supervisor for the bilingual arm of Reader’s Digest in the Philippines
-Strong background in quality, process improvement, coaching & mentoring, organizing, hiring and recruitment, sales, customer service, collections, chat, retention
-Over 3 years of experience as a seasoned Team Lead for both English/Spanish points of contacts
-Handled 16 bilingual representative for a sales, collections, retention and customer service account coincidentally an implementations account
-Demonstrated ability to create a new batch of dedicated sales agents 100% of whom are newbie in the sales and contact centre industry toppling the then dedicated team in terms of sales and revenue
-Exceeded the revenue per minute goal for the sales team handled
-Conducts quality evaluations for agents in the English&Spanish points of contact on top of the administrative duties assigned to team leads
-Attended various relevant courses to better implement call centre task like presentation for clients, time management, workforce management, appraisal writing, coaching and mentoring to name a few
-Devised a retention program to help combat attrition
-Most commended sales representative -Touted as the "Lifetime Warranty Queen" for having sold the most number of lifetime warranties for a sales account -promoted to a team lead trainee post in less than a year with the first call center experience and went on to handle other responsible roles in the company
Tillah-Alasco Law OfficesLegal Secretary
Jul. 2003 - Mar. 2005-Drafts legal documents, conducts preliminary interview of clients, submit court documents -Sole para-legal for the Chief Legal Counsel of Presidential Candidate FPJ for Mindanao and Sulu in 2004
-Assisted in the representation of two Mayoralty candidates in far-flung Pangutaran, Jolo by providing political analysis/strategies to be employed during the elections period
-Empowering watchers for the Mayoralty candidates with the frequently asked questions on the Omnibus Elections Law
-Onsite resource person during the election canvassing of votes
-Affidavits executed in the manifestation of the fraudulent activities observed during the 2004 elections were published in a book which circulated during the Arroyo administration
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