Anna Borres

Anna Michelle M. Borres E-Mail Address:-Mobile Number : -, - Address: #1 Joseph St, Vista Verde Executive Village Cainta Rizal Career Objective To secure a fulfilling position in a company who value its employee and can help materialize my professional career in order to apply, share and further develop my skills for training and quality. Professional Experience April 2018 – present Freelance Project Manager Job Responsibilities: Work with companies in improving their training and quality procedures Develop training and quality processes Overhead, Plan, direct and supervise the work activities Work with process budget April 2011 – April 2018Training and Quality Manager Company:Transcom Worldwide http://www.transcom.com Job Responsibilities: Work with Training and Quality Assurance staff to develop training and quality initiatives. Develop training manuals, visual aids, and other training materials Plan, direct and supervise the work activities of the training and quality team. Defines training budget Creates and analyzes training and quality reporting to support business needs and initiatives. December 2008 – April 2011Quality Analyst Lead Company:Transcom Worldwide http://www.transcom.com Job Responsibilities: Responsible for improving the team and facilitating the communication among the members of team. Perform the tasks of monitoring, organizing, and coaching team on a daily basis Handle escalations, complaints, questions, and queries, as required Draft general reports on performance and targets of team members as well as ensure that they exceed the targets Facilitate client and weekly calibration and initiatives. January 2007 – December 2008Quality Assurance Specialist Company:Transcom Worldwide http://www.transcom.com Job Responsibilities: Participates in design of call monitoring formats and quality standards. Performs call monitoring to agents Uses quality monitoring data management system to compile and track performance at team and individual level. Participates in customer and client listening programs to identify customer needs and expectations. Provides feedback to call center team leaders and managers. February 2006 – December 2006Quality Assurance Specialist Company:Trec Global www.trecglobal.com Performs call monitoring to agents Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff. October 2005 – December 2005Subject Matter Expert Company:Teleperformance http://www.teleperformance.com Job Responsibilities: Coach and educate team members Monitor performance and prepare weekly report Ensure accuracy of team's performance by monitoring January 2005 – September 2005Customer Service Representative Company:Teleperformance http://www.teleperformance.com Job Responsibilities: Answer inbound calls as well as assist customers who have specific inquiries Build customer’s interest in the services and products offered by the company Provide personalized customer service of the highest level Educational Attainment June 2010 – PresentNew Era University M.A. Special Education Quezon City, Metro Manila, Philippines June 2000 – March 2004New Era University B.S. Education – Specializing in English Quezon City, Metro Manila, Philippines Qualifications More than 11 years of training and quality experience for different campaigns: Customer Service, Technical, and Sales. Handled multiple campaigns in all different sites. Proficient in developing training modules, quality reports and analysis. Strong analytical skills and client communications. Good team player. Six Sigma Green Belt Trained Character References * Available upon request I hereby certify that the above statements are true and correct. Anna Michelle M. Borres