ANALIZA SEGARRA PANSACALA
PERSONAL
City Address229 N. Bacalso St. Cebu City
Age27
Date of Birth05 September 1993
Place of BirthToledo City, Cebu
Civil StatusSingle
Mobile Phone #- / -
E-mail-
EDUCATION
Tertiary: Cebu Institute of Technology - University
N. Bacalso Avenue, Cebu City
SY : 2010 - 2015
Program: Bachelor of Science in Accountancy
Secondary: General Climaco National High School
General Climaco Toledo City, Cebu
SY : 2006 - 2010
ACHIEVEMENTS / AWARDS
3rd Placer, Quiz Bowl Level 2March 9, 2013
High School ValedictorianMarch 2010
SKILLS
Computer
Keyboarding
Excel
Other Microsoft applications
Administration Skills
Internet Research
Market Research
WordPress
Graphic Design
Email Management
Calendar Management
Social Media Management
Data Entry
ORGANIZATIONS / AFFILIATION
Vice-President Finance
Junior Philippine Institute of Accountants
Cebu Institute of Technology University-
Board of Director
Junior Philippine Institute of Accountants
Cebu Institute of Technology University-
Feature Editor
Starlite (Official Publication of General Climaco National High School-
President
Supreme Student Government (SSG)
General Climaco National High School-
Treasurer
Supreme Student Government (SSG)
Toledo City Division, Cebu-
Secretary
Supreme Student Government (SSG)
General Climaco National High School-
TRAININGS AND SEMINARS
February 28, 2013The Essential of Business Case Analysis
VenueUniversity of San Carlos, Downtown Campus
May 28-30, 2012Leadership Training
VenueHidden Valley Resort, Pinamungajan, Cebu
September 4-9, 2009New Beginnings for Nation Building: Seizing Opportunities, Sustaining Initiatives
VenueTeacher’s Camp, Baguio City
September 5-10, 2008Equipping Student-Leaders in Reaching to Peers
VenueTeacher’s Camp, Baguio City
WORK EXPERIENCES
July 18, 2016- present
CONCENTRIX
Job Specification as Customer Care Specialist (July 18, 2016 – June 27, 2019)
Help customers with their issues on bills
Recommend services (like new plans) that will help customers lower down the bill and offer products on a cheapest possible price (promotions and deals)
Keep records of customer interactions
Ascertain reason for calling, resolve customer complaints and making sure to resolve it before ending the call
Making sure to check all options when customers are planning to cancel the accounts
Take payments and check options to avoid service interruption in case there is no payment
Providing steps for device malfunction
Network coverage issue resolution
Answer questions about warranties and insurance of the device
Going extra mile to engage customers
Job Specification as Development Specialist (June 28, 2019 – present)
Assisting new hires during practical period (both chat and call)
Develop and execute plans to ensure that all objectives in the team are met
Implement and test scripts (chat) to assess performance of the agents
Identify opportunities of the agents where they can grow more
Recommend action plans to ensure that quality of performance is achieved
Compile and analyze performance data weekly and monthly
Ensure that agents are improving during the developmental period
Draft new scripts (chat) and action plans
Investigate agent's areas for improvement
Ensure ongoing compliance of the process with standard quality
Taking Supervisory calls and/or chats
Tasked to have a Managerial role for calling back customers
Conduct offline facilitation
Coaching new hires and provide feedback especially on the areas of improvement
Part of the team that was tasked to create Chat Agenda
Conduct chat observations
January–April 2016
Accounting-in-Charge
Fun & Sun Development Corporation
Job Specifications:
Make Monthly Income Statement
Processes government-related transactions such as BIR, SSS, PhilHealth, Pag-ibig
Processes monthly withholding tax and value added tax
Processes bi-monthly payroll for the employees of all branches
Journalize & post transactions of all branches everyday
Prepares billing statement to clients
Monitors timely payment of bills & payables
Bank reconciliation
In-charge of collections and payments
April-May, 2013
On-the-Job-Trainee
Sta. Ana Rivera & Co., CPAs
Job Specifications:
Assist auditors in preparing financial statements
Review financial statements
Assist auditors in making Income Tax Return (ITR)
Compile auditors’ working papers
Receive calls from client
