ALICE V. YBERA
10L 2nd Flr., Greenery Building,
One Metropolitan Place,
Edang St.
,Pasay City 1300
Mobile:-
E-mail Address:-
----------------------------------------------PROFESSIONAL SUMMARY---------------------------------------------
A Dynamic Virtual Assistant and highly skilled Customer Service Supervisor, who can lead a diverse.
Dedicated to effective team management and customer satisfaction. Effective at building a highly motivated team, as well as leading a cross-functional team in a fast-paced environment.
------------------------------------------------------------- SKILLS --------------------------------------------------------------
Exceptional interpersonal communication
Skilled Trainer
Excellent time management skills
Effective problem solver
Process improvement skills
Adherence to high customer service standards
Customer-focused
Microsoft Outlook, Word and Excel
MS Office expert
Six Sigma Trained
Certified Master Coach
----------------------------------------------------- WORK HISTORY---------------------------------------------------------
Teleperformance Philippines Inc.,
Ortigas, Pasig City
Employment Period: October 24, 2006 – July 11, 2008
Customer Care Representative, October 24, 2006 – June 30, 2007
Handled mobile account that serviced in US. Promptly respond to inquiries and requests from clients regarding phones, plans with upselling.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Maintained up to date knowledge of product service changes.
Subject Matter Expert, July 2007 – July 2008
Teleperformance Philippines
Ortigas, Pasig City
Cross-trained and back up other customer service team leads
Met all customer call guidelines including service levels, handle time and productivity
Facilitated inter-departmental communication to effectively provide customer support
Maintained up to date knowledge of product service changes.
Provide floor support
Performed as first level supervisors taking escalated calls, coach and give feedback to the agents.
Xerox Business Services Philippines Inc.,
7th Flr., One-ecom Building, Palm Coast Drive, MOA Complex, Pasay City
Emploment Period: September 28, 2009 – September 06, 2016
Customer Care Representative – September 28, 2009 – June 01, 2010
Handled Health Care account, who answer inquiries and provide resolutions to customer/ clients that are related to claim issues and its complexities in an empathetic manner.
Adhered to all confidentiality Requirements at all times.
Meet all customer call guidelines including service levels, handle time and productivity.
Subject Matter Expert – July 2010 – September 2011
Xerox Business Services Philippines Inc.,
7th Flr., One-ecom Building, Palm Coast Drive, MOA Complex, Pasay City
Provides specialized knowledge to the assigned LOB and implements best practices that provides guidance to the team
Participate in training, calibration and supports other business / client initiatives to meet SLA’s.
Performed as first level supervisors
Cascade updates and reminders in a timely manner
Provide floor support
Queue monitoring
Daily Weekly update the LOB with their stats and metrics such as agents AHT, QA and overall ranking.
Weekly random audits and call audits for the low performing agents
Validates Team markdown every week
Validates information , consulting other SME, QA and Supervisor as necessary, making sure thorough research and only accurate information are disclosed
Serves as point person in relaying feedback and comments on issues raised by the agents to the management to improve overall work culture.
Collaboratively works with the supervisors to improve the SLA’s
Customer Care Supervisor/ Operations Supervisor - October 2011 – September 2016
Xerox Business Services Philippines Inc.,
7th Flr., One-ecom Building, Palm Coast Drive, MOA Complex, Pasay City
Health Care Account Supervisor with vast experience in coaching agents, queue monitoring, analyzing with deep understanding regarding SLA’s such as OCC, ABA, Idle, ASA etc.,
Responsible in performing administrative roles such as instituting ways of improving the work environment and the business operations in the company.
Closed monitoring of stats, making sure that agents are aligned and hitting their goal (KPI)
Coaching
Setting and implementation of action plans to improve agent’s performance.
Proper mentoring to ensure policies and company rules are followed and carried out
Provide floor support
Sigma Sigma trained
Certified Master coach
Experience in presentation of data to the client
Freelance Appointment Setter l Lead Generation - March 2017 – September 2017
Empire Call Center - http://empirecallcenters.com/crm/index.php
Front Lead generation l cold calling and converts prospects into candidate to be part of an insurance company that is based in US.
EDUCATION
Bachelor of Science: Enviromental Engineering, 2000
Western Mindanao State University - Baliwasan St., Zamboanga City
------------------------------------------------------CERTIFICATION --------------------------------------------------------
Emerging Leaders Program
Lean Six Sigma Trained
Next Generation Leaders
