Casandrah Noba G Ilagan

Ilagan, Casandrah Noba G. --/-Objective: I want to be part of a team that offers challenging opportunities and develops full leverage of my skills and experiences to contribute more to the company. Work Experiences: Supervisor/ Team Leader in The Results Companies (SIRIUSXM IB SALES) (2019 – 2021) • • • • • • Directly manage team of 15 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation Identify, prioritize and coach agent development areas Assist agents with functionality and basic troubleshooting of product or account issues for the customers Maintain target levels of performance (KPIs) required by the client Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings. Provide appropriate motivational techniques to promote team building and to increase team and call center morale. Dropshipper / Order Processing Specialist / Email Support in TDOT PERFORMANCE (Canada) -) • • • • Acts as an information source on customer order processing and policies and procedures. Process returns and handle all other concerns of the customers Prepare documentation and ensure compliance with regulations. Coordinate internal questions, concerns, issues, and processes with appropriate organization via RingCentral and Slack Supervisor/ Team Leader in Alorica Inc. Philippines (MACY’S COLLECTIONS) -) • • • • For Team Performance: Continuous monitoring the customer experience while making sure that we as individual and as team are hitting the metrics/goal Enable others to Act: Identify individual coaching opportunities and elevate them for next level Best Practice Sharing: Active participating to any meeting/calibration. Sharing ideas, practices and experiences on how to further improve both team and departmental performance. Introduce and assist agents how to connect/explore Citrix and how to use all the tools installed inside of it. Technical Support in Sykes Asia (VERIZON) -) • • • Reviewing network planning information, placing access service requests and project managing the placed order to circuit delivery Assessing equipment and circuit details required to order circuits and/or facilities for access services as well as specials and switched DS3 & OC-N services. Ensuring accuracy/completeness of all circuit requests and provide a variety of technical/process support to Local Exchange Carriers (LECs) and Long Distance (LD) service providers. Billing Specialist in Teletech (TELSTRA) (2012) • • • Handling all enquiry about the bills of the customer; helping them to explain each charge which they think it was not really clear for them Processing monthly payment of the customer Activating special features on their mobile handsets, landlines, mobile broadband, etc. Executive Travel Agent in PeopleSupport (ORBITZ and CHEAPTICKETS) -) • • Handling all aspects of bookings including airline, hotel reservations and car renting and even attraction and services purchasing. Prepared detailed itineraries upon bookings to ensure accuracy of reservations and provided confirmation to clients. Education: University of Batangas Bachelor of Science in Computer Science Hilltop, Batangas City Graduated, 2009 Bauan High School Bauan, Batangas March, 2005 Personal Qualities: • • • • • Proven ability to communicate with all levels of organizations as well as departments within those organizations. Excellent organizational and follow up skills, the ability and flexibility to work independently when needed and/or with an existing team. Ability to meet deadlines and respond well to changing priorities as needed Result-oriented, responsible, trustworthy, hardworking and efficient Fast learner and willing to undergo training necessary for the job