Charris Ann Reponte Puno

CHARRIS ANN REPONTE PUNO Project Leader | BPO Professional AREAS OF EXPERTISE CAREER OBJECTIVE Project Management Outsourcing Maximize my project leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the corporate goals. Customer Service WORK EXPERIENCE Technical Support Connext LLC Web Designing Clark, Pampanga Project Leader April 2016 – December 2016 ORACLE Started the account. Collected all the necessary start up information and tools that will be needed. Created Work Flows, IVR Scripts, Provided Technical requirements, Created Knowledgebase as Reference for every call. Responsible for hiring team members and did the trainings, HAWAII’s local terms and rules. Conducted product training and was involved in the hiring process by doing Initial Phone screening up to the last interview. Did system training and dry run. Processed two reservations campaigns and logistics. Created system and data flow diagrams for all the process. Presented to the clients. MS OFFICE ECE Consulting Group Programing PLATFORMS/SYSTEMS Windows FIVE9 PROFESSIONAL NC II Computer Processing Paseo de Roxas, Makati City L2 Customer Service (Backoffice) August 2015 – March 2016 Leadership Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Trained staff on how to improve customer interactions. Assisted with the development of the call center's operations, quality and training processes. Processed online orders, payments and resending orders to Different Merchants. Assigned to Track orders. Provided records to the upper management. Processed Escalated orders that the Front liners can’t do. Time Management Eteleconnect Inc. NC II Slaughtering PERSONAL SKILLS Troubleshooting PERSONAL DETAILS Charris Ann Reponte Puno #59 Purok 1. Brgy Palinlang, Arayat, Pampanga Mobile:- Email:- Paranaque City Philippines TSR/CSR September 2014 – January 2015 Processed 911 and 411 Directory Calls. Tracked all the calls and issues for quality and training purposes. Identified areas of operation that need upgraded software, voicemail, and telephone equipment. Anticipated and analyzed common connectivity workflow problems. Participated in team, cross-divisional and technical forums. Continuously applied qualityimprovement methodologies to improve work processes. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Maintained upto-date records at all times. Ran reports and supplied data to fulfill customer report requirements. Trained staff on how to improve customer interactions. Assisted with the development of the call center's operations, quality and training processes. Fusion BPO Ortigas City Philippines Supervisor January 2014 – September 2014 Responsible in communicating clear instructions to team members. Doing coaching and performance evaluation. Develop a strategy the team will use to reach its goal. Responsible for cascading client updates. Delivering statistics and action plans. Handles hiring/interview process. Provide any training that team members need. Itouchpoint Softech Private Ltd Eastwood City, Quezon City, Philippines Supervisor December 2010 – January 2014 Monitoring of Service level. Managing the flow of day to day operations. Handle escalations when necessary. Support customers through chat. Responsible for taking calls if needed. QA calibration with co supervisors and QA manager. Responsible in communicating clear instructions and updates to team members. Hart Hanks Philippines Taguig, Philippines Technical Support Representative June 2010 – September 2010 Answered phone calls and respond to customer requests Provide customers with product and service information Identify, research, and resolve customer issues Recognize, document and alert the supervisor of trends in customer calls. Troubleshoot Connection issues via software and hardware phase. Provide First Call Resolution by giving all steps and solution for troubleshooting. Give ideas, opinions and suggestions on online gaming strategies. Provide troubleshooting steps on online games and hard drive store games. TelePhilippines Inc Pasig, (TelePerformance)Philippines Customer Service Representative December 2009 – May 2010 Answered phone calls and respond to customer requests. Provide customers with product and service information. Identify, research, and resolve customer issues. Recognized, documented and alert the supervisor of trends in customer calls. Informatics College Caloocan, Philippines Course Consultant April 2008 – December 2009 Informatics College Caloocan, Philippines Assistant Registrar January 2008 – April 2008 Informatics College Caloocan, Philippines Course Consultant April 2007 – December 2007 EDUCATION Informatics College (2010) Caloocan , Philippines Bachelor of Science Computer Science Parañaque National High School (2007) Sucat, Paranaque Secondary Education Palinlang Elementary School (2003) Arayat, Pampanga Primary Education REFERENCE - Available upon Request