Carly Mar Yu

CARLY MAR LUCHAVEZ YU Espiritu Compound Purok-5 NLSA Road, Barangay Lagao, General Santos City, Philippines-- Objective: To secure a promising position that offers both a challenge and a good opportunity for growth and where my leadership experience and knowledge can be used effectively. Summary: • • • • • • • • • • • Took a Bachelor Degree in Computer and Technology Ability to communicate articulately with people An assertive individual with outstanding interpersonal, communications, negotiation, and people management skills. Outstanding analytical, decision – making, problem solving and management skills with the ability to organize activities in fast speedy team environment. Ability to perform effectively and efficiently in team and individually. Strong data analysis, interpretation and problem-solving skills Willingness to accept challenges along with the ability to work under pressure Goal oriented and motivated individual along with the ability to work independently Ability to develop quality assessment strategies and plans and implement them successfully Solid attention to detail Good leadership and communication skills Educational Background: University of Southeastern Philippines (Bachelor in Computer Technology) Getaround Inc. – San Francisco California, United States Trust and Safety Specialist May 2019 – May 2020 • • • • Reviews an applicant’s profile and provide a decision according to company guidelines Provide real-time support to Customer Service Team for any Account Verification related inquiries via a group messaging system Handle car recoveries – request tow requests to have the vehicles be returned back to their respective owners and process appropriate charges and reimbursements via the company internal system Process legal documents for car recoveries that requires legal actions Real Acquisitions LLC - Bellaire TX, 77401 United States May 2018 - May 2019 General Virtual Assistant / Product Specialist • • • • • Answer customer inquiries via chat, email, and phone Perform on-boarding calls welcoming new customers and offer a 1on1 demo session to ensure software familiarization Track customer’s monthly/yearly payments and account memberships and ensure everything is updated Perform data testing ensuring the product/software is updated Handle soft retention tasks Ayima Ltd SEO / Wise Maketing – London, United Kingdom May 2018 – January 2019 SEO Analyst • • • • • Strong knowledge about popular SEO Tools (keyword tools, web analytics and internal reporting tools). Good command over written and spoken English language. Strong organizational skills and ability to manage multiple, concurrent projects. Ability to think creatively, strategically and identify and resolve problems. Performing site specific keyword research, competitive analysis and detailed technical of the company's website/s to ensure the health of the website in the online space. Vehicle Accessories - St Marys NSW 2760, Australia Customer Support Specialist February 2018 – April 2019 General Virtual Assistant • • • • Answer customer order calls and inquiries regarding product specification Place customer orders in the company's CRM and ensure the success of order and deliver Contact suppliers to ensure the availability of stocks Checks and updates inventory and perform data entry by placing them on the website • Provide updates to customers regarding the status of the delivery via email. Expert Global Solutions / Alorica, Davao City, Philippines November 2016 – February 2018 Business Process Outsourcing Team Manager – T-Mobile / General Care • • • • • • • • Manage a team of call center agents. Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Motivate and encourage agents through positive communication and feedback Designs specific action plan which that agents need to follow Follows-up with agents after a specific prescribed period of time to see if there is an improvement in their performance Analyze KPIs and understand interrelation of each KPI's (read behavior through monitoring and correlation) Expert Global Solutions / Alorica, Davao City, Philippines January 2016 – October 2016 Business Process Outsourcing Quality Assurance Analyst – T-Mobile / General Care • • • • • • • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the program. Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Team Managers, Operations Managers, analysts and the Service Quality teams. Performs mock calls with new hires post-training to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all teams and sites. Uses tools to gather data and analyze trends or patterns affecting quality. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Teleperformance Philippines, Davao City, June 2013 – January 2016 Business Process Outsourcing Team Manager – Comcast / SIK • • • • • • • • Manage a team of call center agents. Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Motivate and encourage agents through positive communication and feedback Designs specific action plan which that agents need to follow Follows-up with agents after a specific prescribed period of time to see if there is an improvement in their performance Analyze KPIs and understand interrelation of each KPI's (read behavior through monitoring and correlation) VXI Global Solutions, Davao City, October 2011 – November 2013 Business Process Outsourcing Subject Matter Expert – AT&T U-verse • • • • • • • • Manage a team of call center agents. Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Motivate and encourage agents through positive communication and feedback Designs specific action plan which that agents need to follow Follows-up with agents after a specific prescribed period of time to see if there is an improvement in their performance Analyze KPIs and understand interrelation of each KPI's (read behavior through monitoring and correlation) Sutherland Global Services, Davao City, August 2009 – October 2011 Business Process Outsourcing NS Correspondence - NetSpend • • • Answers email inquiries from clients / cardholders regarding their NetSpend account. Validates documents needed coming from clients for the approval of their application for New Accounts Validates documents presented to process disputes and rollbacks coming requested for filed by clients. Character References: Ryan Ausa Customer Service Manager (Former Quality Assurance Supervisor) Expert Global Solutions / Alorica, Davao City Cellphone #: - / - Arserg Dela Noche Operations Manager Expert Global Solutions / Alorica, Davao City Cellphone #: - Jordan David Becares Operations Manager Expert Global Solutions / Alorica, Davao City Cellphone #: - Tom Jhun Doblas Center Manager Teleperformance Philippines, Davao City Cellphone #: -