Diane Monreal

Monreal, Diane M. #16-35 Tamarind St., Brgy. Malabanias, Clarkview Angeles City, Pampanga-- Objective To be an integral part of a competitive organization where I can utilize my skills and share my knowledge for the growth of the company and to develop myself in the future. Educational Attainment Diploma in Web Application Development AMA Computer Learning Center Sto. Rosario, Angeles City, Pampanga Class of 2013 Bachelor of Science in Nursing Our Lady of Fatima University Sumulong Highway, Antipolo City 2008 to 2010 Core Qualifications Conduct coaching to agents with focus on improvement Analyze customer feedback surveys along with improvement plan Create Management reports and Improvement plans Excellent Root cause analysis and problem solving skills Facilitate call calibrations with Clients and Management Intermediate to advance MS office skills Conduct Team huddle for updates and team improvement Detail oriented Flexible and hardworking Work Experiences Arvato Bertelsmann BPO bldg. 4 SM City Clark, Pampanga Xbox Quality Analyst April 2016 - Present Daily audit of chat/call interaction of agents to monitor quality and adherence to policy Daily scrubbing of surveys received by agents to create an improvement plan Coach agents to target opportunities and focus on improvement of Quality of service Create analysis for agent's performance and progress Create report for Audit requirements, Calibration and Account Performance Create report for Trends and collaborates with Operation Management for Action plans Facilitate calibration with Clients, Operations Managers and Team Managers Arvato Bertelsmann BPO bldg. 4 SM City Clark, Pampanga Customer Service Representative (UA) Nov 2014 – April 2016 Universal chat support for gaming console account Receive chats for Billing and Technical issues for account and console Case Management for unresolved and escalated cases Englishfrend Online Teaching Angeles City, Pampanga April 2014 – Sept 2014 ESL teacher for Korean students and Korean clients Creates lesson plan and teaching materials for every target clients Web Design and Development for Company’s website Sutherland Global Services Berthaphil II, CSEZ, Clark, Pampanga Consultant May 2013 – February 2014 Universal phone support for Satellite Internet Service Provider Receive calls for Billing and Technical issues about account and modem Do necessary follow up for unresolved cases Offer sales on HughesNet voice for existing customers Assist customers on setting up VoIP (voice over phone) Assist customers on cancelling their VoIP order/account Character References ** Available upon request