Ana Cristina De Villa

ANA CRISTINA DE VILLA Experienced, motivated and highly skilled seeking a full-time position at a company where I can challenge myself by learning new skills, processes to contribute to the company's success. I have a great sense of responsibility towards my work and believe in working under pressure with ease. I am a creative thinker who can come up with new ideas to further improve the quality of service provided by the company. • TeleTransform Inc. 42nd Floor One San Miguel Bldg., San Miguel Ave cor. Shaw Blvd, Ortigas, Pasig January 2010 – January 2016 Quality Assurance Analyst ➢ Participated in customer and client listening programs to identify customer needs and expectations. ; Monitored the effectiveness and quality of produced sales ; Determine weaknesses in performance and establish solutions to improve. ; Ensured compliance with the company's quality systems. ; Identify process improvement opportunities. ; Generate and maintain feedback and coaching documentation./Provided feedback to call center team leaders and managers. ; Offer daily feedback via verbal & written communication. ; Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the call center. • iQor July 2016 – September 2018 Customer Service and Technical Support Expert - T-Mobile for Business ➢ Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintains financial accounts by processing customer adjustments. • Southern Care Services/CasaTech BPO 9007 BK, National Hwy, Batangas, 4200 Batangas City February 2018 – February 2021 Operations Manager for Outbound Campaign for Sunray Solar(B2C) and Arcadia (Community Solar for B2B and B2C) ➢ Supports the management of the day-to-day operations of the outbound appointment setting call center. ➢ Responsible for the sourcing, interviewing, hiring, training, coaching employees, and leading call center staff as they outreach to prospects. ➢ Responsible for proactive Monitoring and resolution process in collaboration with IT. ➢ Responsible for training, implementation, and rollout. ➢ Support the management of call center / field representative relationships for daily outreach strategy. ➢ Answering questions, guiding employees through difficult calls or issues, training rebuttal. ➢ Manage the call center to achieve quantitative and qualitative objectives. ➢ Develop and conduct training for new hires and refresher trainings for current agents. ➢ Perform quality assurance evaluations, providing coaching and / or taking corrective action as needed. • Home-based Freelancer February 2021 – Present Outbound Sales/Cold Calling/Appointment Setting/Quality Control/Team Manager for Solar Campaigns B2b and B2C ➢ Calling prospective clients using a list of phone numbers and VOIP dialer ➢ Pre Qualifying prospects to set appointments with Solar Experts for a presentation of how the incentive program works with Solar. ➢ Listening to appointments set if all pre qualification requirements were met as well as listening to random call types to ensure that the agent is properly disposing calls and call is being handled in a proper manner.