Beatriz Arquero Jr

 Beatriz Reutotar Arquero Jr. Mobile Phone Number: - Email address:-Address: 262 7th Street, Marisol Subdivision, Ninoy Aquino Angeles City, Pampanga Philippines 2009 Objective A seasoned Customer Experience Associate with 10 years of Customer Care experience supporting T-Mobile (which was positioned as no.1 in Customer Service Satisfaction by Nielsen in 2017). Seeking to use my background in Microsoft Office applications, training adult learners, customer service, troubleshooting devices, data analysis and e-mail communication. I am self-sufficient, love learning new skills and the challenge of problem solving and of course can type 63wpm. Professional Experience Alorica Phils. Inc.Customer Experience Associate T-Mobile GenCare January 2017 – Present Alorica Phils. Inc.FUNdamentals Coach T-Mobile GenCare August 2016-January 2017 EGS Clark Phil. IncProduct Trainer - Acting T-Mobile GenCare February 2016 – August 2016 EGS Clark Phil. IncTraining Assistant - Acting T-Mobile GenCare July 2015 – February 2016 NCO Clark Phil. IncQuality Specialist T-Mobile GenCare June 2011-July 2015 NCO Clark Phil. IncSenior Representative LOB’s:Prepay/Activations/Flexpay, Retention/Gencare November 2009- June 2011 NCO Clark Phil. IncCustomer Service Representative LOB’s:Prepay/Activations/Flexpay October 2008 - November 2009 Current Job Description Analyze data and transform it to useful information for trending analysis and action planning towards front liner’s development Provide weekly coaching for the trainees during product training (step skills) and one on one coaching during TCC period. Monitor, upload and score calls of production/TCC reps based from T-Mobile’s expected behavior Provide real time feedback to trainees/reps to enhance call handling skills Report identified Most Impacting Behavior to Trainer/ Team Manager for further root cause analysis and action planning Extract reports and update tracker for easy access of information for Trainers/ Team Manager’s perusal Provide weekly analysis report and provide recommendations/ next steps to take and drive performance to the right path Works hand in hand with Trainers/ Team Managers in up training agents with recent updates from the client Take escalated calls and complete phone time requirement Helps in ensuring a positive physical and emotional environment to trainees are met to control attrition Understand the relationship between metrics and performance and use results to drive performance Effectively coach each CSR on behaviors that, if changed, would create performance improvement Is engaged and invested in the development of new hire CSRs in TCC through listening, coaching, and building effective action plans to improve performance Education Vocational Level TESDA Food Processing UCCC,Urdaneta Pangasinan May – July 2008 Tertiary Level Polytechnic University of the Philippines Bachelor of Arts in Filipino Sta. Mesa, Manila PhilippinesSY June 1993-March 1995 Urdaneta City Community CollegeBachelor of Science in Secondary Education Urdaneta City, PangasinanSY June 1995 – September 1995 Secondary LevelSecondary Education Rizal High SchoolSY June 1989-March 1993 Caniogan Pasig City Primary LevelPrimary Education Bagong Ilog Elementary SchoolSY June 1983- March 1989 Bagong Ilog Pasig City Other Skills Coaching Skills Computer literacy English proficiency 50wpm typing speed Knowledgeable with Microsoft Office applications (Excel 2003/2007/2010,Power Point, MS Word, Outlook, Sharepoint Designer) Word Press Google Search Knowledgeable with CMS, Verint, T-Metrics report extraction Other Qualifications Civil Service Proficiency – Sub-professional level Interpreting Performance Trends trained Personal Data Birth Date: November 22, 1977 Age:40 Sex: Female Civil Status:Married Citizenship: Filipino Height: 5'0" Weight: 80 kilos Religion: Born Again Christian Spouse Name:Antonio Arquero Jr. References Rachelle Ann Tungol-Ramos| Quality Manager| GenCare EGS Clark |- May Queen Quito |Quality Supervisor GenCare| EGS Clark |- Gennica Quinto| Operations Manager| GenCare| EGS Centris|- Jack Lourd Magat | Operations Manager| GenCare| EGS Clark|-