Bon Arven C. Buhat

Name: Bon Arven Castillo Buhat Address: Block 18 Lot 26 Crystal East Valley, Mambog, Binangonan, Rizal Mobile:- |- Email:- Career Objective Active participation in company operations in ways that will enable me to contribute my skills and knowledge, and to provide opportunity for professional development and career growth. Qualifications • • • • • • • • • • • • Bachelor’s degree from a four-year college with more than 10 years of experience in a Customer Service industry More than 18 years of Call Center experience Supervisory and Leadership experience Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook Schedule flexibility Analytical and problem-solving skills Multitasking Ability to function in a fast-paced environment Dependability regarding completion of assignments and attendance Ability to pass a drug screen and background check Aims to continuously improve quality and customer experience to stay competitive and relevant. Consistently performs to support business growth and development. Education Philippine School of Business Administration, Cubao, Quezon City- Bachelor’s Degree of Business Administration, major in Management SY ’04-‘05 Computer ▪ ▪ ▪ ▪ Proficient on Windows Based Programs Knowledgeable on PC Architecture and Applications Internet savvy and e-mail usage Proficient on Microsoft word, PowerPoint, and Excel Work Experience Team Leader -- Transcom Worldwide, UPS campaign (US based), from January 13, 2014 up to June 24, 2023. • • • • • • • • • Monitor, track and evaluate agent’s performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to agent to ensure all goals are met. Immediate coaching feedback to agents who receive failed CSAT surveys, failed QA audits (Client and internal), corporate complaints, or Quality escalations. Responsible for daily supervision and management of the team, and the primary role is to coach, to ensure that the agent meets or exceeds the standards set forth by the Client. Be the constant presence on the production floor and actively interact with agents to ensure that they are engaged in productive work and systems are functioning properly. Ensure that underperforming agents meet client expectations through the creation and implementation of written action plans. Resolve customer escalations. Ensure these daily / weekly / and monthly deliverables are being met. Ensure that agents are motivated to report to work every day. Weekly call calibration, both internal and external Clients. Quality Assurance Specialist -- Transcom Worldwide, TalkTalk (Tech 1 and Tech 2 Account) / Pipex / Tiscali / Toucan Accounts (U.K. Based), June 27, 2008 up to January 10, 2014 ▪ ▪ ▪ ▪ ▪ ▪ Provides feedback, in a positive and professional manner, for Agent and Team Leader improvements in call quality. Provides quality coaching feedback to agents. Handles calibration sessions with the client. Facilitates QA Talk sessions for campaign process. Provides recommendations for campaign improvements. Certified in call handling for the campaign that I am auditing Customer Service Representative -- Transcom Worldwide, Pipex and Tiscali Accounts (UK based), February 05, 2008 to June 26, 2008 ▪ ▪ ▪ Ensures quality calls are being followed, using call identifiers check list. Handles customer inquiries and queries. Ensures highest quality standards when it comes to customer service. Customer Care Representative -- Convergys Phils, GSK Account, August 2005 up to March 2007 ▪ ▪ Effectively manage needs and concerns of customers resulting to increased customer loyalty and increased revenues for GSK through technology-based customer interfaces. Effectively implement customer relationship programs in all channels of communications under the program. ***Character references available upon request. Thank you.