Alva Arcilla

 ALVA SALONGA ARCILLA 461 Aquino Subdivision Sto.Cristo Tarlac City, 2300 -/-- Objective To be part of a respected and leading company as a Customer Support representative and for more avenues for development and leadership opportunities towards personal and professional growth. In addition to learning more from this company, I will be able to maximize my knowledge and skills by completing the assigned task. Education College of the Holy Spirit, Tarlac City BSBA-Marketing, S.Y- University of Baguio, Baguio City Pre- Dentistry, S.Y- Tarlac National High School, Tarlac City,- Tarlac State University Laboratory School, Tarlac City,- Ecumenical Elementary School, Tarlac City, 1999 Work Experiences Customer Service Representative. Sutherland Global Services 2008 to 2014 Customer Representative UPS (July 31,2014- Jan 21,2015) Sales Representative ( Telemarketer )MDM SYSTEMS (February 2015 – August 2015 ) Quality Analyst MDM SYSTEMS ( Aug 2015 to present ) Accomplishments Subject Matter Expert Apprentice for our first ram-up (2009) Subject Matter Expert Apprentice for our 2nd ramp up (2010) Quality Assurance Apprentice for our 3rd ramp up-) – Sent in Davao to support and to certify agents. Quality Assurance Apprentice for our 4th ramp up -) Duties and Responsibilities: Sutherland: QA Apprentice Certifying applicants who are qualified to be part of our growing account (H&R Block) Handled 3 to 4 teams every ramp up as their QA in their team Doing one on one audits (Live Calls)and 2 audits for recordings for each agent in each team (reports submitted every Friday) Doing coaching with the agents to make sure they are inline with the correct process Doing calibration with the clients (Via Avaya) listen to calls to make sure we QA apprentice are inline with the process Doing huddle with my team every time there is a new update/process Sending MOM every meeting Sent in Davao last 2011 to certify qualifying applicants /handled 3 teams and did the task given MDM SYSTEMS Sales Verifier Listening to calls to make sure that sales are valid and checking if they follow the correct process Approving sale Sending coaching/issues of hold sales to team leader Sending weekly report for agents with mark downs Personal Background Born on April 15, 1986 in Tarlac City, Married, Filipino Speaks in English, Tagalog, Pampango, and Ilocano Height: 5’ 4 Weight: 112 lbs. Knowledge in Microsoft Word, Microsoft Outlook, Microsoft PowerPoint, Microsoft Excel and Internet Explorer Interests include reading, surfing the net, relating with people, and traveling Skills include providing quality customer service, strategic selling techniques, identifying AFI’s, coaching, administering psychological tests, performing basic research, organizing schedules, adaptable, flexible, very much eager to learn, and goal-oriented. Character References: Harvey De Guzman Quality Manager, Concentrix - John S. Bruno Customer Rep UPS - Genesis Catugas Quality Manager, Sitel -