Angiela May Sitier

Angiela May G. Sitier Email:-Contact #: - / - Skype id: angiela.sitier Summary: I’ve been with a BPO industry for more than 7 years. I was a technical support representative for more than 3 years for Linksys products and was part of an elite team. I was recently a Quality Assurance Specialist for 3 years and 8 months in Concentrix. WORK EXPERIENCE: Job Description: Company: Address: Date: QUALITY ASSURANCE SPECIALIST Concentrix – A Synnex Corporation Company Damosa I.T Park J.P Laurel Avenue, Davao City 8000 March 2013 – November 2016 Evaluate calls to ensure that agents provide good customer service and monitor adherence to call flow and processes. I handled Verizon Telematics Mercedes Benz Mbrace and Amazon Seller Support. Monitored agent performance and provided agent performance statistical reports for both real-time and historical measurements. Provide coaching sessions Good Attendance Record Job Description: Company: Address: Date: TECHNICAL SUPPORT REPRESENTATIVE Concentrix – A Synnex Corporation Company Damosa I.T Park J.P Laurel Avenue, Davao City 8000 August 2009 – February 2013 Provided technical support for level 1-3 networking devices for Linksys products; technical issues include networking, software, hardware, product information and product recommendation Accurately documented, researched and resolved customer service issues. Addressed and resolved customer product complaints empathetically and professionally. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Consistent Excellent CSAT Job Description: Company: Address: Date: CSR / ACCOUNT SPECIALIST Alorica Luisa Building One, Matina I.T Park, Davao City 8000 January 23, 2017 - June 30, 2017 AWARDS/RECOGNITION: Top in Utilization (For achieving the highest utilization in Q1 2016) Concentrix Davao’s Unsung Hero for January 2016 One of Concentrix Davao's Top Agent for January 2014 and February 2015 Perfect Attendance Awardee for years 2010, 2013, 2014 and 2015 SKILLS: Efficient with Microsoft Office tools (Excel, Word, PowerPoint, Outlook) Can be entrusted to be efficient with jobs that are highly confidential Self-motivated and dedicated to deliver excellent service Goal-oriented Able to multitask and produce quality output Significant experience in networking and system technology Strong problem solving aptitude Skilled in call center operations Customer service EDUCATIONAL BACKGROUND: Tertiary: Address: Year graduated: Institut Optopreneur Malaysia C-19-5, Megan Phileo Avenue 2, No. 12, Jalan Yap Kwan Seng, 50450 Kuala Lumpur, Malaysia Graduate of Opticianry March of 2009 Tertiary: San Pedro College of Davao Address: Guzman St, Obrero, Davao City, 8000 Davao del Sur B.S Nursing June 2004 – October 2005 High School: Address: Year graduated: Davao Christian High School V. Mapa St, Bajada, Davao City, 8000 Davao del Sur March 2004 REFERENCES: Ms. Mary Joy Rapas Manager – Human Resources Contact no.:- Ms. Juvilyn Partulan Product Trainer Contact no.:- Ms. Lovelyn Reyes-Caragao Manager – Training & Quality Contact no.:- Ms. Riza Buela Former QA Supervisor Contact no.:- Mr. Joselito Pacaldo Technical Trainer Contact no.:-