Anna Regina Crame Fernandez

Anna Regina Crame Fernandez About Me Anna is very fluent in English and Filipino and has basic knowledge of Spanish. She is also knowledgeable in Microsoft Word, Excel and PowerPoint. Moreover, she has very good communication and typing skills (70-80 wpm). She loves to travel and has traveled to several countries and is familiar with different cultures. She is a people person, versatile, flexible, goal-oriented, and quality-oriented​. ​Anna finished her undergraduate study in Psychology and studied her masters in Clinical Psychology, though she only remained a candidate. Experience ACCENTURE March 2018 - September 2019 • Quality Auditing Specialist for Manila and Japan for a social media account for content management. Supervising a team of Quality Auditors in Manila, Tokyo and Bangalore. • Manages local Quality KPI's and reports global Quality performance • Lead internal quality and interdepartmental calibrations • Capacity planning for Quality team for efficiency of workload and shift schedule management • Drives regional quality programs, identifying key trends and actions that lead to measurable outcomes and improvements for each site • POC for disputes and escalations • Provides second-layer QA monitoring • Provides RCA analyses to local, global and client reporting • Monitors QA output and productivity, ensuring required audit volume is met as per client's specification • Ensures SLA's are met for training and nesting • Provides comprehensive reporting on QA program status, performance and outcomes to leadership team and stakeholders on a regular basis BOSCH January 2012 - March 2018 • Lead Quality Analyst for Bosch Service Solutions for an airline account. Secondary roles: Team Leader for the Japanese and Korean team, Trainer and Coach. • As Lead Quality Analyst: In charge of the local Quality Team for the program. Ensures that the team in Manila is evaluated monthly for the cases that were handled and that these cases were handled in line with the client's scorecard. Moreover, the scores of the centre are consolidated daily and analysed to provide the Team Leaders as well as the Operations Manager how each team is doing. In addition to the daily analysis, a weekly and monthly analysis is done for the Global Quality Team which includes an in-depth report of the challenges and opportunities using the appropriate quality tool (such as Pareto or Deep Dive). Furthermore, Quality calibration sessions are done with agents and with people in support roles to ensure that everyone is calibrated with the policies and updates. Provides one on one coaching with the agents to assist the team leaders in assessing the agent’s progress and action plan. • As a Team Leader: Oversees the small minority team of Japanese and Korean agents. Ensures that the agents are productive and are equipped with the knowledge needed to do their cases. Other tasks include attendance tracking, liasing with the markets for queries and escalations and other matters. • As a Trainer: Trains new hires for basic training and communication training. Also provides the training for senior agents who need to handle feedbacks for VIP customers. Assists in revision of training materials that are used by counterparts worldwide (subject to the approval of the client). Creates important briefings and disseminates updates for the team. Handles cases that are escalated by the different markets especially for their important clients. • As a Coach: Being a subject matter expert, assists in reviewing approvals for cases and provides support for the agents queries and understanding of their cases. INTERCONTINENTAL HOTELS GROUP (IHG) • • July 2007 – Jan 2012 Acts as a weekly team manager, assigning tasks, attends manager meetings, handling team functions as well as submitting reports to the operations manager and other managers involved. Works all rejected messages from travel agent systems such as Sabre, Apollo/Galileo, Amadeus and Worldspan • Works on reservations from all El Presidente Intercontinental hotels coming from third party sites or extranet like Expedia, Travelocity and Orbitz • Works on different types of audits which are requested by our Key Account Directors for the hotels they handle to ensure that all rates loaded can be test-booked • Works on Worldspan queues which is similar to the reject messages from the other GDS systems but this one is coming directly from the Worldspan queue • Works on loading key negotiated rates (KNR rate loading) of companies that are used for booking online or by travel agents for their clients • Works also as a GDS helpdesk agent for after hours concerns that hotels or travel agents may have regarding matters related to distribution services or reservation problems • Previous occupation in the company was as a Global General Reservations Agent handling reservations for all our hotels under the IHG umbrella primarily in the AMER region • Cross trained with Human Resources for recruitment as well as other functions they needed assistance with WEST CONTACT SERVICES Sep 2005 – June 2007 • Worked as an Ad Reviewer/Customer Service Representative for their Yahoo account • Approved or rejected Yahoo's Personals ads depending on criteria/guideline given by Yahoo • Worked for the billing department for about 2 months for the same account • Also worked as a subject matter expert and did supervisory work at times when needed. AEGIS PEOPLE SUPPORT INC. Jan 2005 - July 2005 • Worked as an E-representative; Travel agent for their Expedia account • Booked flights, hotels, cars, a bundle, and vacation packages • Assisted customers in changing reservations and cancellations and refunds • Assisted customers in finding the best destinations and deals for their vacation packages CONVERGYS Nov 2003 - March 2004 • Worked for SBC Yahoo DSL service • Represented SBC Yahoo DSL which was our client to their customers by handling calls promptly, interacting with customers to determine their needs, and providing consistent, high quality service and accurate information to the customers • Worked as a technical customer care representative • Troubleshoot customers digital subscriber line (DSL) service from setting up equipment, installing software needed to set up the connection and other features of Yahoo, troubleshoot the modem (different kinds of modems) by using the tools we had in our system and also by walking the customer through proper troubleshooting techniques, troubleshoot different Yahoo features if needed like the Yahoo browser, file sharing, email problems, Yahoo special added features like file storage for big files and pictures, etc., we also had to troubleshoot the software that was included in the service of SBC Yahoo by uninstalling and reinstalling it for the customer, checking on the line of the customer if it had any problems using tools provided by SBC Yahoo • Assisted in most problems of the customer’s computer like emptying recycle bin, checking on system resources, checking on router condition, determining if problem is with the router used by customer, checking on the operating system if it is corrupted, checking on default browser (usually Internet Explorer v.5.5 and above and Netscape v.4) for problems, installed dsl for online gaming by way of Playstation 2 and similar gaming systems; • Assisted customer in accessing features of the SBC Yahoo DSL website which included email, file sharing, file uploading, enhancement of personal website and helping them use the other entertainment and valuable features of the website itself. GLOBALSTRIDE Jan 2001 - August 2003 • Customer Care Specialist; Worked as a sales agent for an inbound tech support account Ask Dr. Tech, originally based in San Francisco • Signed up customers so that they can get an account with Ask Dr. Tech and talk to our specialists; Had to market the account’s different plans and help them choose which plan is best suited for their needs • Helped with being a technical support representative when all other technicians are with calls; Had to answer all kinds of inquiries regarding customer’s pc, internet, word processing problems and any other questions the customer may have • Previously worked with the Dish Network sales account for the first six months with the company which is originally based in Coeur d’Alene, Idaho. DEUTSCHE BANK MANILA AG Feb 2000 - Aug 2000 Project consisted of collection of all document deficiencies of the Private Banking Department (PBD) accounts of their clients; Documents were needed for completion and filing; These included new account forms, letter of authorization and other confirmations that clients need to sign before opening an account • Assisted in handling development and coordination of new banking products for the department; Did the necessary write-ups and procedures for handling documents • Reviewed the work flows of the department; Including work flows related to products, deposits and other bank services • Assisted in developing and implementing marketing plans; Assisted the officers of the department in other administrative projects assigned • Answered/received phone calls and visitors of the bank; • Received, sorted, recorded and routed all incoming and outgoing documents • Acted as personal assistant to the head of the department and provided vital assistance to efficiently run the executive’s office • Performed clerical duties such as typing letters and other forms, taking dictation, filing and classification of documents and information • Responded on behalf of the head of the department to correspondences and drafted replies for him; Set-up appointments/meeting schedules and informed/reminded the head of his commitments whether business or personal. Additional skills Languages: English (very fluent), Filipino (very fluent), Spanish (intermediate) MS Office: Word, Excel, Powerpoint Trainings Problem Analysis, Bosch sponsored - 2015 Accenture Certification for Quality Analysts (AcQUA) - 2018 Discipline in the Workplace, Accenture - 2018 D.A.T.A. for Managers, Accenture - 2018 Effective Communication, Accenture - 2018 High Performance Coaching, Accenture - 2018 GR&R - Scorecard Creation - 2019 Kaizen/Makigami - Workflow Improvement - 2019 Education 1980 – 1994 School) Poveda Learning Centre, Quezon City (Kindergarten to High Mar 1994 – Apr 1999 De Le Salle University, Manila Bachelor of Arts, Major in Psychology (Liberal Arts Faculty) Sep 2006 – Unfinished De La Salle University, Manila Master of Science, Major in Clinical Psychology (candidate)