Aerian P. Dela Peña

Aerian P. Dela Peña Phase 7, St. Francis Subdivision, Silay City, Negros Occidental 6101-- ­­­­­­­ An excellence-driven team leader with an ability to exceed client and program expectations. Possesses excellent communication skills and computer literate with knowledge using Microsoft Office Excel, PowerPoint, Word and Publisher. Fast learner and always eager to increase knowledge that will help improve skills in handling team members. Enthusiastic, with good interpersonal skills and always determined to give outstanding performance. A leader and an idealist. Driven to share knowledge and coach others to excellent performance. An effective teacher and mentor. PROFESSIONAL EXPERIENCE: TEAM LEADER – COMCAST VOICE – WEST October 2016 – January 2018: Convergys Philippines (Bacolod) Supervises a group of employees Effectively interacted with team members who have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc. Assigned as Transition Team Lead supporting new hires while on their “nesting” phase POC for Customer Satisfaction (CSAT) focus team which aims to increase CSAT of the bottom 20 agents of the program POC for First Call Resolution (FCR) focus team which aims to increase FCR of the bottom 20 agents of the program Achievements: Consistent performer 2016 (Hailed Best Team Lead and Best Team on several months) Able to generate Top Agents and promote several to Transition Mentors, SMEs, FCs and TLs SUBJECT MATTER EXPERT – COMCAST VOICE – WEST October 2015 – October 2016: Convergys Philippines (Bacolod) Provide expert support, analysis, research, and advice into exceptionally complex problems, and processes relating to the subject matter. Serve as technical expert on agent-level project teams providing technical direction, interpretation and alternatives. May serve as a technical consultant to a project or a number projects dealing with area of technical expertise. Coordinate with team leaders and operations managers to ensure the problems have been properly defined and the solutions satisfy customer needs. Serves as key technical expert in an area of expertise or across multiple areas, providing strategic consulting to internal or external clients. Builds and maintains relationships with client, customer staff, and end users. Analyzes client and customer business needs and provides guidance on industry trends and opportunities. Researches and proposes products, systems, and solutions as appropriate. Participates in sales presentations. CUSTOMER SERVICE REPRESENTATIVE – COMCAST VOICE – WEST March 2012 – October 2015: Convergys Philippines (Bacolod) Responds to customers’ inquiries regarding their phone and internet service Troubleshoots and resolves customers’ phone and internet issues with genuine care while giving them excellent service experience following the best standards set by the clients Offers customers products and services tailored to their needs Represents the clients through proper call handling and providing customer satisfaction aligned with quality standards Achievements: Best in FCR for year 2013 Consistently passing scorecard from first day of production Rated QPC (Quality Performance Contributor) during the annual Appraisal for the past two years. West Video Voice Mentor EDUCATION: Riverside College Bachelor of Science in Nursing (2008) Recipient, Dr. Pablo O. Torre Academic Awardee from- PERSONAL ACHIEVEMENTS: Passer, Nursing Licensure Exam , December 2008