Anna Liza L Rodulfo

 anna liza rodulfo Customer Service Representative/Team Leader Profile 34 Gumamela St., Roxas Dist. Quezon City Contact Mobile No:- Email: -Skype id: anna.rodulfo1 Hobbies Hobby #1 Hobby #2 Hobby #3 Hobby #4 EDUCATION Polytechnic University of the Philippines- Bachelor in Office Administration WORK EXPERIENCE Scratch Financial Inc. | Virtual Assistant – Team Leader October 2017 – June 2025 • Ensuring agent’s compliance with the process • Coaching agent’s opportunities and successes • Taking sup calls and Escalations • Taking incoming/outgoing calls • Collecting payments and handling bill disputes • Chat Support and Email Support • IBM Daksh Business Process Inc. /Concentrix June 2007 – December 2017 Team Leader (Aetna Member Services) January 2016 – December 2017 • Taking care of Team’s performance and major KPIs • Ensuring agents compliance with the process • Coaching agent’s opportunities and successes • Taking sup calls and doing floor walks • Monitoring agent’s progress and ensuring FCR on every call. • Conducting Operations Interview using the Behavioral Based Structured Interview. Customer Servie Representative/Quality Analyst (Aetna Member Services) February 2012 – December 2015 • Supporting Operations w/the Action Plans created by Quality Team • Ensuring agents compliance with the process • Coaching agent’s opportunities and successes • Answering client’s inquiry w/quality • Monitoring and scoring inbound calls • Providing agent evaluation feedback in a clear and constructive manner • Developing and implementing client-based QA guidelines • Assisting in various corporate training and QA initiatives • Preparing and delivering quality evaluation reports on a weekly basis Customer Care Representative (Sprint Account) April 2007 –February 2012 • Resolving customer’s issue with their bill • Assisting Customer in finding new plan for their phone lines • Helping customers making payment • Helping customers in adding additional line on the acct Advanced Contact Solutions July 5, 2005 –April 2007 Customer Service Representative (US Airways) • Booking reservations • Reissuing tickets for passengers • Helping passengers using their vouchers and certificates • Helping passenger’s special requests during their travel SKILLS • Civil Service Eligibility - First Grade Eligibility Passer • Advanced in Microsoft Word, Microsoft • Excel and Microsoft Power point • Keyboarding Rate : 60-70 words a minute • Trained in Sabre and Shares system (Airline booking reservations) • Knowledgeable in E-commerce, drop shipping, promax, slack, dialpad, front and Zendesk • Warm and cold calling