Daniella Sicat

DANIELLA MAGTOTO SICAT- |- Work Experiences Sitel Philippines - 2F Robinsons Luisita, San Miguel, Tarlac City Jul 2018 - Mar 2020 Customer Care Representative Managed customer interactions for a multi-client line of business. Specialized in general health and welfare business process and policies. Maintained an above satisfactory scorecard as a customer care representative. Consistently achieved metrics. Adaptable to different account process and provisions. Effectively executed feedback provided by aligned supervisor for betterment of call handling skills. Organized the team's daily and monthly metrics. Led the management of customer surveys and reviewed controllable behaviors to target areas of improvement. Sitel Philippines - 2F Robinsons Luisita, San Miguel, Tarlac City Mar 2020 - Feb 2023 Learning Specialist Facilitated transition of new hires from training to production environment, ensuring competency levels meet business needs. Thorough understanding of different learning styles and adult/accelerated learning techniques to integrate on training delivery modules in a classroom environment. Utilized historical data to analyze CSAT and Quality performance of client teams to provide recommendations and action plans to alleviate impact of call trends and agent behaviors. Assisted client training facilitation and class monitoring. Kept abreast with new releases on client products, services, policies, and procedures to maintain effective transfer of knowledge and skills. Published reports and drove completion of account trainings, courses, and other compliance items. Conducted Manager trainings for newly hired support group during Annual Enrollment. Managed small to medium sized trainings headcount to meet client's need for support. Supported leadership training for new training resources in preparation of Annual Enrollment. Collaborated with team managers to rollout improvement plans for at-risk agents. Led an initiative to update training materials and incorporate in-depth top call drivers. BruntWork - Philippines Feb 2023 - Present Virtual Customer Support Staff Worked directly with the Client to understand business needs and policies. Successfully resolved a high-volume of customer issues within a specific timeframe. Managed customer interactions through inbound and outbound calls, live customer chats and emails. Effectively executed customer experience from their pre-purchase until post-purchase help items. Recognized by management for outstanding performance and contributions to the team. Received positive customer feedback for exceptional service, problem-solving skills, and communication. Assisted with improving the business process based on identified challenges. Education Level Tarlac State University – San Isidro Campus - Tarlac City Jun 2014 - Jun 2018 Bachelor Degree in Information Systems Led a student organization and helped manage budget action plans, meetings, student workshops and college events. Organisational Experience Sitel Learning Team - Sitel Philippines - Present Learning Specialist Skills, Achievements & Other Experience Hard Skills: Microsoft Office (Word, Excel, PowerPoint), Google Workspace Soft Skills: Strong decision-making skills, Communication skills, Time-management skills, Leadership and People Management skills, Change and Adaptability skills.