Cherry Ann Vargas

Cherry Ann R. Vargas EXPERIENCE CAREER OBJECTIVES To acquire more knowledge, to be able to enhance selfdevelopment as well as interpersonal relationship. To also share my knowledge and to be one of your competent employee EDUCATION New Era University 2014 - 2015 BS Psychology Undergraduate New Era University 2005 - 2007 BSBA Management Undergraduate TEAM LEADER LIZARDBEAR TASKING INC. - TASKUS. (September 2016 - January 2020) Performs weekly coaching, audit and feedback to teammates under my team to ensure that they are updated with their metrics and to know the root cause of one’s failure to be able to create an action plan for their improvement. Trains teammates on how to do well in both CSAT and AHT and ensure that those are being applied to each of their clients. Attends client interaction like FGD and sync up call about product updates and performance. Update agents attendance, ensure that all their hours are accurate to avoid any disputes on their payout. Answering questions from staff and providing guidance and feedback, devise ways to optimize procedures and keep staff motivated. Keep management informed on issues and problems and prepare monthly results and performance reports. Provide Root-cause Analysis for each escalation by the client under my team. Monitoring hourly productivity of agent within the shift and ensure that Service Level Agreement is being met. EMAIL SUPPORT REPRESENTATIVE / SUBJECT MATTER EXPERT LIZARDDBEAR TASKING INC. - TASKUS. (January 2016 - August 2016) Performs coaching and feedback to teammates under my cluster once a week. EXPERTISE Coaching and Developing Leading and Communicating Collaborating and Driving Results Managing conflicts and Building relationships Customer Service oriented Basic Computer Troubleshooting Helping the Team leader with tasks and take charge of the team in the absence of the Team leader. Cascade product updates through quick huddles or email blast. Maintain good TPH, CSAT and EPMO to sum up to team productivity and as part of scorecard. Monitor teammate’s tickets through audit/ SBS. Ensure prompt escalation to Team Manager EMAIL SUPPORT REPRESENTATIVE / SUBJECT MATTER EXPERT 24/7 CUSTOMER PHILIPPINES (October 2015 - January 2016) Addressing different kind of queries about the online product and delivery status. Experience in handling and Solving case that was created by an Email Support Representative and send motivating a team outbound email to customers if required. Basic Knowledge in google Assigning tickets to teammates and monitoring their attendance and applications and MS Excel performance, and providing floor support in the absence of the Team leader. Assisting and supporting teammates with their questions. CONTACTS- CUSTOMER SERVICE REPRESENTATIVE FOR TELCO ACCOUNTS Teleperformance Inc. (April 214 - January 2016) Results Manila Inc. (February 2013 - February 2014) - Answering calls from offshore clients and ensure to address their queries and Blk 5 Lot 5 Maya Country Maintain good CSAT and AHT as part of the metrics and to sum up with team Homes, Brgy. Dulumbayan performance. Teresa Rizal Always coping with address and willingness to be up trained with higher LOB if account problems. required by the client.