Carmela Paraiso

EDUCATION 2012 - 2013 Diploma in Information Technology Undergraduate Montesorri Professional College WORK EXPERIENCE May 2022 - Present CARMELA D. PARAISO Feb 2022 - May 2022 Probation Training Officer Probe Group Philippines Inc • Training both new and existing messaging and voice experts specializing in financial services. • Handle refresher and upskilling of firrent LOBs (Voice, Messaging, SMB, Case Management and Management Team - including Team Leaders, QAs and SME ensuring process alignment and coaching procedures). • Formulate assessment and gauge learning. • Handle fishbowling/Nesting, role is to monitor and evaluate the trainees based on their key performance indicators (KPIs) that was set. • Evaluate the quality of call and chats of the nesting agents to ensure they are performing according the standard of the company. Phone- SKILLS • Time Management • Leadership Skills • Handling Pressure • Fast Learner • Flexibility • Effective Time Management • Microsoft Office • Customer Service Feb 2021 to Jan 2022 Jelyn Redula Devorah Joice Torres Supervisor - Dan Christopher Flores Supervisor - Ruth Banque Training Officer - Training Intern Probe Group Philippines Inc • Handled new hire agents, collection agents and chat support. • Handled upskill and refresher for SMB, Case Management and Back of House Team. Apr 2019 - Jan 2021 Customer Experience Executive Probe Group Philippines Inc • Role is to remind customers of their outstanding balance and to help process their payments as well as to set payment extensions if customers can’t make the payment on time. • Role is to assist customers in setting payment plans and to provide assistance with customers who are facing financial difficulties by assessing their financial capacity. • Role is to manage account under business/fleet account, making outbound call and provisioning service. • Role is to assist customer in setting up payment plan for customers has business account. Feb 2015 – Feb 2019 Customer Finance Representative Valor Global Philippines (Sprint) • Role is to assist customers with their queries regarding product, services and billing related issues. To provide excellent customer service and at the same time make sure that their account is on a current status. • Role is to assist the agents in the entire production floor with their questions about the account and how the system works. • Role is to coach fish bowling agents, share knowledge and strategies in call handling. QA’s their call and give feedback and work on what they are struggling with. REFERENCES Senior Supervisor - OVA Virtual • Passed IICRC Licensure Examination for Restoration Industry • Surpassed the monthly collections goal on multiple occasions • Consistently communicate with insurance company adjusters via phone, email, and text to achieve a settlement within a mutually acceptable range. Address 18 Bautista Street, San Miguel, Taguig City Email- VA - Licensed Claims Specialist ACHIEVEMENTS • IICRC Certified • Top Trainer - Month of May 2021 • Top Trainer - Month of October 2021 • Top Trainer - Month of November 2021 • Best in Class - Optus Training Facilitation Ave. 87% Month of June 2021 • Best in Class - Best in Class - Optus Training Facilitation Average 89% Month of September 2021 • Best in Class - Optus Training Facilitation Average 90% Month of December 2021 • Best in Class - Optus Training Facilitation Ave. 91% Month of March 2022 • Segmented 1 Month of April 2016 • NCP30 Top Performer Year 2016 • DPC Top Performer Year 2016 • Top Performer Year 2017 • Hero of the Month of May 2018 • Cure 30 Driver from Month October 2017 to February 2018