Chrisella Edelyn Ramos

 CHRISELLA EDELYN V. RAMOS #3 Lot 1 Acacia Street Marwood Executive Village Mahabang Parang Angono, Rizal, Philippines -/- E-mail:- _____________________________________________________________________________________ EDUCATIONAL BACKGROUND-Far Eastern University - Bachelor of Science in Nursing-Pasig Catholic College - High School Education-Trinity College of Quezon City - Elementary Education SKILLS AND QUALIFICATIONS Proficient with Windows applications like Word, Excel, PowerPoint Can speak fluent English Compliant and adaptable in working environment Ability to work under pressure Has strong self-motivation and good work ethics JOB EXPERIENCE Job Title: Email Support Representative (Home Based) LuxGroup Ltd Pty. (April 2016 to Present) Develop strong customer relationships and will be responsible to resolve queries of the customers through e-mail Manage and take ownership of the resolution process for all customer related issues Deliver quality service by responding to inquiries and concerns of the customers accurately and in a timely manner. Utilizes resources and administrative tools available to deliver excellent customer support. Compiling reports on team’s performance and customer feedback.  Job Title: Team Captain Concentrix Philippines Inc. (July 2015 to April 2016) Manages the day-to-day planning, operation and problem-solving to meet required level of service or production of agents Monitors calls and coaches performances of agents. Act as the communication conduit between Front liners and Management. Motivating and inspiring the team to surpass their potential. Compiling reports on team’s performance and customer feedback.  Ensuring that the employees follow their schedules properly as designed. Handling escalated calls, complaints, questions, and queries as necessary. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets. Job Title: Operations Manager Global Sky Communication Inc. (January 2007 – April 2015) As an Operations Manager People development and alignment of goals to meet client objectives. Coordinate with the clients regarding client specific requirements and account implementations. Responsible for collating reports to measure daily, weekly, monthly performance of the team. Create reports relating to performance and measurements to meet Operations and client requirements. Meeting attrition targets and for uplifting morale and motivation of the teams handled. Developing organizational strategies in support of program growth. Managing staffing levels to meet client service levels. Also responsible for financials impacting service level requirements like attendance, adherence and compliance. Managing the performance of team leaders and representatives providing analysis, coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary. Supporting business continuity and disaster recovery plans whenever necessary. Metric management of specific metrics as required by the client and/or by the company to meet program goals and objectives. Implement the staffing plan by ensuring adherence to schedule and adequate coverage. Managing team meetings and participating in Operations Leadership meetings. Communicating to employees any new requirements, changes, updates on all support related information as well as company information. Responsible for selection, profiling and developing personnel to support client requirements. Responsible for assisting in resolving conflict, issues related to people concerns. Ensures effective implementation of the QA process by identifying QA issues and developing & implementing action plans. Monitors and advises supervisors in the disciplinary procedure of the company. Reviews, guides and approves management recommendation for termination of employees. Leads the standard recruiting and hiring practices and procedures necessary to recruit and hire employees of lower rank. Character reference available upon request