Carla Joy R. Santana

 Carla Joy Reyes Santana "Cj"-47 Luis St. San Miguel, Pasig City- PERSONAL INFORMATION Date of Birth : December 31, 1980 Place of Birth : Mandaluyong City Age : 36 Height : 5'1 Weight : 190 lbs Civil Status : Single Religion : Christian EDUCATIONAL ATTAINMENT TERTIARY EDUCATION University of Santo Tomas ( 1999 – 2001 ) España Boulevard, Manila Bachelor of Fine Arts SECONDARY EDUCATION St. Paul College of Pasig (1995 – 1999 ) PRIMARY EDUCATION St. Paul College of Pasig ( 1988 – 1995 ) WORK EXPERIENCE Human Resources Officer KYND ( UpWork ) January 2018 – Oct 2019 Australia MAIN JOB TASK AND RESPONSIBILITIES calling character references of applicants for a background check Data and information input of applicants Team Leader Next Office Inc. ( Australian BPO ) Orogold / Solar ( Appointment setting ) Unit 203 2nd Floor B. Gan Bldg., Ortigas Ext. Rosario, Pasig City April 3, 2013 – December 15, 2017 MAIN JOB TASK AND RESPONSIBILITIES provides direction, instructions and guidance to agents monitoring and calibration of calls communicate with clients agent coaching Send End of the Day report Customer Service Representative Acquire Asia Pacific ( Australian BPO ) Dodo Worldwide Corporate, Shaw Blvd., Mandaluyong City April 2012 – Oct 2012 MAIN JOB TASK AND RESPONSIBILITIES billing and service inquiry basic trouble shooting of mobile and internet connection resolve customer complaints update accounts upgrade of service Quality Analyst Tier 2 agent/ Rate Review Specialist Shore Solutions Inc. Axxess Payments ( outbound ) GF Bonifacio Technology Center, 31st Street corner 2nd Avenue Bonifacio Global City February 2010 – March 2012 MAIN JOB TASK AND RESPONSIBILITIES ( QA ) monitor phone calls assess agent performance/behavior in a call ensure quality and guidelines are met by the agent in a call validate application send QA daily report agent coaching MAIN JOB TASK AND RESPONSIBILITIES ( Tier 2 agent/ Rate Review Specialist ) take transfer calls from openers / tier 1 agents screen customer for possible switching of credit card processing payment review visa and master card rates and fees payment processing application International Sales Representative Northstar Solutions Inc. 12th Floor Raffles Corporate Tower, Don Francisco Ortigas Jr. Rd. Ortigas Center, Pasig City MAIN JOB TASK AND RESPONSIBILITIES make outgoing calls to people try and sell the products and services to people generate more leads from the people out called inform clients/customer about new products and services