Angelica Semblante

 ANGELICA G. SEMBLANTE 3F Rm 303 Maplewood Building, Sindulan, Mabolo, Cebu City- |  (- Objective Seeking a position that will benefit from my Quality Assurance experience, and where my Customer Relations skills can be fully utilized to improve client satisfaction and enhance the company brand name. And to obtain a position where I can use my strong organizational skills, education background and ability to work well with people. Skills & Abilities Administrative Support Professional offering versatile office management skills and proficiency in MS Office programs. Strong planner and problem solver who readily adapts to change and works well under pressure. Able to work independently (with minimal supervision) and able to juggle multiple priorities. Can meet tight schedules without compromising quality of work. Highly critical thinker with effective researching skills proven through work experience in conflict resolution, root-cause analysis and team management. Experience DATA QUALITY PUBLISHING SPECIALIST -- Godaddy september 8, 2016 – present As a Publishing Specialist: I facilitate the publishing of our customer’s business information to our partner sites, while ensuring that we provide our partners with the highest quality data. I check each business’ eligibility based on our quality guidelines – service type, standardized formatting and allowable content and making sure that their content is optimized for ease of publishing to our partner sites. I also review relevant sources by keeping track of their online presence (through social media, websites, etc). I verify the validity of the business’ information and And I perform minor/basic troubleshooting for issues businesses have in getting their listings published. associate transaction service quality – convergys phils services. june 16, 2013 – july 10, 2015 As an ATSQ, I ensure that: I meet performance review objectives set by the Clients in terms of monitoring, re-evaluating and implementing action plans to hit Client set metrics. I set and manage performance targets for direct reports (forecast and evaluation of individual contributors’ productivity). I lead the Quality team including supervisory, mentoring and developing staff. I produce project progress reports as requested by Manager and/or Organizational partners. I investigate results, process deviations, and customer service in order to identify root causes and highlight necessary quality improvements. TRANSACTION MONITORING EVALUATOR – convergys phils services july 16, 2011 – june 15, 2013 As a TME, I ensure that: I monitor and evaluate the quality of Operational activities, to assure compliance with the requirements of the QM Strategy. I conduct audits based on Quality guidelines/requirements to improve customer service experience. I conduct chat/call monitoring and data capture activities to identify customer needs and expectations, monitor staff performance and identify key areas of improvement. I facilitate calibration sessions with the Clients and Operation partners to ensure that representatives follow and adhere to Client-based processes and proper call handling. Education UNIVERsity of the visayas, colon st. cebu city diploma in professional education Completed an 18 - unit program as a pre-requisite for MaEd Major in Communication Disorders. cebu normal university, osmena blvd. cebu city bachelor of science in nursing Graduated Class of 2009 and a June 2009 Nursing Licensure Exam passer with a Board passing rate of 80.14. Communication Excellent communication skills (English and Filipino), whether written or verbal, developed through experience in Quality assurance. Prepare complex reports for organization, ensuring full compliance with Client requirements and tight deadlines. Compose professional correspondence (via email) to Clients, Organizational and Third-party partners. Design and deliver short trainings for new Operations/Quality members – onboarding new members on Quality processes, Client-based practices and proper call handling behaviors. Conduct small group sessions with the Clients and Operation counterparts to discuss market updates, performance touch-base and action planning; and for call monitoring and/or reviews. Rapidly learn and mastered varied computer programs (Client-based tools, MS applications, etc). Leadership While in Convergys, I worked as the Quality Reports person for the North American sites (Comcast) for 2 years, overseeing project management/implementation, report preparation, and team supervision: Proven ability to manage through others, worked with 15 evaluators under our team. Supported Quality Manager in team supervision; face of the team since QM is located offshore and team is virtually managed. Strong decision making and problem solving skills. Able to motivate and lead others in a team environment. An ability to build rapport and trust quickly with work colleagues. Able to prioritize tasks and workloads in order of importance. Track record of delivering results with deadlines. Providing prompt and accurate information on individual performance. Ensured all transactional/administrative records are entered and updated correctly. Involved in the recruitment of new staff. Mentoring and training up new staff. Preparing daily/weekly workload for staff and coordinating the daily allocation of work. References rimar d. jubay, quality manager convergys phils. services (- jake gremio, president ahgs english academy (- | (- DR. CATHERINE RODEL, PROFESSOR UNIVERSITY OF THE PHILIPPINES – HIGHSCHOOL IN CEBU (-