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Work Background
Innovative Systems GroupSenior Recruiter / ISMS Supplier Relationship Manager
Nov. 2014Greater Chicago Area- Managed the full recruitment lifecycle, including sourcing, interviewing, job offer, negotiating, and closing of candidates.
- Worked with US counterparts to understand hiring needs of position through job duties and business requirements.
- Recruit, qualify and place candidates with matching skills to job requirements.
- Source candidates for open positions by using online recruiting resources and in-house applicant tracking systems to identify qualified candidates.
- Maintain a strong and effective candidate pipeline by building a network of contacts to help source future candidates.
- Coordinate Business requirements with Third Party Vendors to source for more candidates
- Negotiate and set rates to meet expected gross margin targets.
- Carrying out recruitment for local requirements
[24]7Tier 2 Technical Support Representative
Nov. 2013 - Nov. 2014o Deliver customer satisfaction and problem resolution.
o Educate customer on detailed product information.
o Proper call escalation, call transfer, and redirection of customer’s concern.
o Advanced ability to configure and troubleshoot internet applications(browsers, email, etc.)
o Apply advanced knowledge of computer hardware, software, and operating system (Windows, Macintosh), networks and servers.
o Configure and troubleshoot internet security software (firewall, anti-virus, etc.).
o Provide best effort with hardware installation and networking.
SykesLead Process Coordinator-Back Office
Feb. 2013 - Oct. 2013o Point-of-Contact for Manila Call Center for all US-based departments of the account.
o Responsible for creating and streamlining process and procedures,suitable for Manila operations through Training Flashes, Walk throughs,FAQ’s, Process/Call Flow(s), etc.
o Responsible for reviewing and handling customer complaints,processing warranty or repair claims, which may include follow-ups,call back assignments or coordinating case concerns with other US-based account departments (if applicable), paperwork or by ordering items for customers as accommodations.o Assists agents and mainly the Escalation Team in handling escalated cases by providing resolution options.o In-charge for process orientation/training for new hires and refreshers for leads; conducts product training, if necessary.
o Tracks and reports agent accuracy on approved processes and resolutions handling to operations to identify key areas for coaching,quality or training opportunities.
o Serve as a back up Data Analyst to VOC Analyst that consolidate PIR cases for US and Canada as well as sort cases for Home Appliance and Video.
SykesBack-up Team Leader – Escalation
Jul. 2010 - Jan. 2013o Monitors Team and Agent Overall Performance Prepares Weekly Team Reports and presents them to operations; Assist in conducting team huddles to inform agents of updates and motivate them as good team players; Coach agents on their current performance, informs them on their strong and weak points and makes sure that they are bound to be top performers.
o Creates updates, troubleshooting hints, call-flow guide for agents.
o Offers assistance to consumers who have reached account’s corporate offices (Call-Out), and takes supervisor calls, if necessary.
o Participates in QA listening sessions and Client Calibrations.
o Create troubleshooting guide and updated processes for Video split in Knowledge Base.
o Monitor and track agent errors to be forwarded to Team Lead for scorecard use.
o Answer product queries and provide troubleshooting steps being sent through the website.
SykesOperations Subject Matter Expert
Jul. 2009 - Jun. 2010o Provide agents with updated information from the client.
o Conduct product training to new hire class.
o Cross train and up-train agents from one split to another.
o Create reports in relation to training class.
o Have trainees undergo examination which they need to pass before they hit training bay
o Provides assistance to agents by answering their questions on product,troubleshooting or call-handling procedures during training bay.
o Coach agents and provide techniques in order to pass QA.
o Create power point presentations with regards to updates for product training.
o Assure all agents undergo yearly client security policy procedure.
SykesEscalation Representative
Nov. 2007 - Jun. 2009o Accept 2nd level technical support calls.
o Provides assistance to agents by answering their questions on product,troubleshooting or call-handling procedures.
o Monitors call queue for the split to ensure that all calls are answered in a timely manner.
o Resolve customer’s complaints and concerns.o Conducting Outbound calls with regards to cases assigned to us.
o Coach agents to improve their performance.
o Participates in QA listening sessions and Client Calibrations.
o Provide floor support during training bay.
SykesTechnical Support Representative
Oct. 2006 - Oct. 2007o Offers technical assistance through Phone (Voice) for Consumer Electronics; has experience in offering technical/customer assistance for Email.
Epixtar Philippines IT Enabled Services CorporationTele-Sales Representative
May. 2006 - Sep. 2006o Call potential B2C (Business to Consumer) clients in the US and offer them the Discover credit card. The account offers the card to college students, existing card members and if lead person is not available we offer the card to anyone who is over the age of 18 years old.
o Answer any questions of the customer about the product is offering and provide necessary rebuttals for any objections the customer might say.
o When closing the sale, strictly implement the closing procedure by reading back all the information given by the customer verbatim.o Meet individual and team goal by making a sale and meet quality assurance metrics during each call by following the call flow.
o Provide action plans to improve each call after Team Leader makes an evaluation after TL is finished monitoring the call.
o Provide accurate and detailed information to customers when presenting the product. Misleading is strictly prohibited o Strictly implementing disposal of each call.
ClientLogicCustomer Service Representative
Nov. 2005 - Apr. 2006o Provide accurate and speedy information regarding clients account like account balance, gross contract amount, calculate pay-off amounts to close client’s account, equipments that where placed on the account, number of terms on the account and other vital information that are needed by the customer.
o Doing correct transfer procedures for mis-routed calls.
o Doing multi-tasking while in a call maximize the time to finish inputting and gathering information and minimize actual handling time that is required on the account.
o Meeting individual and team metrics that is required by the account and provide our clients with excellent and accurate information in a friendly and professional atmosphere.
o Attend trainings for new updates and procedures that are applied on the account.
o Accomplish reports and requests during a call and after the shift like copy of contract, billing statements, change of address, information on tax issues and other information needed by the customer.
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