AREA OF INTEREST
I write free verse poetry (prose)
and short stories. I am very
particular with sentence
construction, how paragraphs
complement each other, and how it
affects the creation as a whole by
the message it will convey. I have a
very keen attention to details and
my writings are often descriptive. I
have been active in the field of
Journalism for some time. Not only
is it my responsibility to proofread
my writings, but also to make sure
that I bring interest to readers.
CHARACTER REFERENCE/S
Cynthia Anne S. Felix
Manager, Operations – Sprint
iQor Philippines, Inc.
Dasmariñas, Cavite-
Meden L. Villanueva
Operations Supervisor - Sprint
iQor Philippines, Inc.
Dasmariñas, Cavite-
Raffy T. Putal
Operations Supervisor - Virgin Mobile
iQor Philippines, Inc.
Dasmariñas, Cavite-
WORK EXPERIENCE
Quality, Audit and Compliance Specialist
iQor Philippines, Inc. - Dasmariñas, Cavite
April 01, 2016 - October 20, 2017
Job description: Monitoring agents’ performance by listening
to calls to evaluate improvement and opportunities
Resolution Supervisor
iQor Philippines, Inc. - Dasmariñas, Cavite
April 16, 2014 - March 31, 2016
Job description: Providing resolution for unresolved issue and
taking escalated calls
Customer Finance Representative
iQor Philippines, Inc. - Dasmariñas, Cavite
September 16, 2013 - April 15, 2014
Job description: Answering queries about billing related
issues and processing payments over the phone
Consultant
Sutherland Global Services - Carmona, Cavite
November 9, 2012 - August 5, 2013
Job description: Answering queries about billing related
issues and offering phone, internet, cable and mobile device
services that are right-fitting for customers’ use
Customer Support Representative
NCO Philippines Clark, Inc. - Clarfield, Pampanga
December 2010 - February 2011
Job description: Answering queries about billing related
issues and offering mobile device services that are right-fitting
for customers’ use
Cashier
Robinsons Supermarket Corporation
Summit Ridge Promenade, Tagaytay City
June - September 2010
Customer Relations Officer
Pilipinas Makro, Inc.
Mabalacat, Pampanga
May - August 2008
ARIELLE GRACE M.
MONTOYA
Mobile: (-
Email:-KEY COMPETENCY
Knowledge Retention
PERSONAL INFORMATION
Attention to Detail
DOB
Sept 11, 1988
Multitasking and Organization
29 years old
Evaluation
:
Age
:
Civil Status
:
Married
Decision Making
Citizenship
:
Filipino
Flexibility
Efficiency
EDUCATION
Fostering Teamwork
Bachelor of Arts in Psychology
Excellent Communication
University of the Philippines
Extension Program in Pampanga
Clarkfield, Pampanga
Computer Competency
TASKS AND RESPONSIBILITIES
Undergraduate: June 2005 - August
2008
Finishing Course for Call Center
Agents
Training for Work Scholarship
Program under Technical Education
and Skills Development Authority
(TESDA)
Monitors daily performance by listening to calls to
evaluate the agents’ improvement and opportunities.
Conducting calibration and, if necessary, doing one on
one coaching to ensure adherence and compliance to
policies and procedures set by the client.
Confidently sends feedback on questionable reports
such as invalid transfers, calls that were routed back to
Vantage Training Systems CH Peña
Learning Center, Angeles City,
Pampanga
queue, long holds, long calls, and call backs. Be it a
negative feedback, I ensure that it is addressed in a
professional manner.
November 8 - 22, 2010
Helps improve agents’ opportunities by communicating
with team leaders based on monitored calls.
Taking over supervisor calls and resolving complex
customer concerns.
