ANNE
ROSEMARIE
ATON
ABOUT
PROFESSIONAL
SKILLS
Training and development
Leadership and support
People Management
Operations management
Customer Service and Sales
PERSONAL SKILLS
Reliable and professional
Organized
Time management
Team player
Fast learner
Motivated
PERSONAL
INFORMATION
Age: 28
Date of Birth: May 19, 1993
Current Location: Cagayan de Oro City
Birth Place: Santiago City, Isabela,
Philippines
Religion: Roman Catholic
Civil Status: Single
I've been working in the customer service industry for more than 7 years
collectively. 2 years with training and quality development and 4 years in
operations management. I have been working homebased for the past year
now.
WORK EXPERIENCE
OPERATIONS MANAGER
Rocket station
Manage agency VAs with their day to day tasks assigned by their
clients
Handles and maintains client relationship for LOB campaign and single
pair clients
Coaches and develops the VAs to hit goals by evaluating team's skills
through perfirmance evaluation
Do weekly and monthly performance checkins with clients
Client onboarding and training
Align business goals and manage team KPIs.
OPERATIONS MANAGER
Teleperformance
Supervises a minimum of 40 experts with 4 supervisors
Develops team supervisors to reach client specific goals
Facilitate In shift and daily supervisors meeting
Maintains community goals and improve process and actions plan
OPERATIONS SUPERVISOR
Teleperformance
CONTACT
P: -
E:-
Responsible for the attainment of client set goals, efficiency targets
and overall team performance
Performs consistent and effective coaching sessions to address
performance gaps
Analyzes agents performance and develops action plan to bridge gaps
Conducts regular performance management to improve challenged
members of the team
QUALITY ANALYST
Office Partners |
EDUCATION
Mindanao University of Science and
Technology
CM Recto, Lapasan, Cagayan de Oro
City
Bachelor of Science in Computer
Engineering
University of La Salette High school
Santiago City, Isabela
Mabini Elementary School
Mabini, Santiago City, Isabela
Maintain Quality in connection with source communication in the
construction industry
Monitors all outbound, inbound and email method of contacts
Coaching and development planning for outliers
Up training/Refresher for tenured agents
Weekly and Monthly Analysis for the for quality performance for the
LOB
TIER 3 SPECIALTY/TECHNICAL PROFESSIONAL, BOSE
Hinduja Global Solutions
Escalations for high end set up and complex troubleshooting wireless
and environmental audio equipment
Support for a wide range of audio equipment from Bluetooth speakers
to class A home entertainment system
Specialty team for WiFi enabled audio equipment
Set up Video connection for top of the class home entertainment
system
PERSONALITY
PRODUCT TRAINER, VERIZON FIOS
Teletech Customer Care
Elicit feedback and modulate training based on learners profile
Incorporate and integrate the talents of individuals in the group
Conducting product specific training, and assessment to filter and
identify areas of opportunity to be able to coach and provide action
plan.
Acts as team lead for new training classes during their transition
Specific behavior and performance analysis for every trainee
Weekly Analysis for training development
Strong inner motivation to
influence people and
circumstances. Thrives on
competitive situations and
challenging assignments. The
stresses and pressures of
everyday work and life are
unlikely to reduce effectiveness
and enthusiasm
CONTACT
P: -
E:-
TECHNICAL SUPPORT REPRESENTATIVE, QWEST/CENTURYLINK
Convergys Phils., Inc
Supports US ISP provider (DSL and phone)
Handles inbound call, specializes in internet related issues
Troubleshooting basic networking issue
Email client and remote desktop support
Nesting support pull out
