Donna Belle Arcilla

 Donna Belle Gomez Arcilla Block 17 Lot 32 Mapagbigay st. Fiesta Communities Tabun, Mabalacat City-2010, Philippines Email:-Mobile:- Projects Pioneered Nesting for new production agents Pioneered Escalation team for Metropcs in supporting agents and supervisors who needs supervisor and manager intervention in assisting the customers. Professional Experience Position: ESL Tutor Company: Rarejob, Inc. 5th Floor Sunnymede IT Center, Quezon Avenue, South Trianle Diliman, Quezon City, Philippines 1103 Employment Duration: November 2018 - Present Responsibilities: Provide online English language tutorials to Japanese students using Skype. Position: Team Manager for Operations Company: iQor Inc. Berthaphil Compound Clarkfield, Pampanga 2009 Employment Duration: April 2009 - September 2017 Responsibilities: Provide feedback on individual and team performance and targets on a weekly and monthly basis. Monitor calls of agents and evaluates on a daily basis based on program’s Quality parameters. Handle Level 2 escalations of customers and agents. Process error and adjustment reports of account credits and collections. Maintain daily requirement staffing in the program. Conduct interview for applicants in the program. Position: Team Manager for Operations (Escalations) Company: iQor Inc. Berthaphil Compound Clarkfield, Pampanga 2009 Employment Duration: November 2014-January 2015 Responsibilities: Provide third level assistance for supervisors such as filtering and preventing corporate escalations. Monitor calls of Subject Matter Experts and evaluates on a daily basis based on program’s Quality parameters. Process error and adjustment reports of account credits and collections. Position: Fraud Back End Team Manager Company: Etelecare Global Solutions Bldg. 2112 & 2113 C.P. Garcia corner L. Tanada Streets, Clarkfield, Pampanga 2009 Philippines Employment Duration: June 2008-March 2009 Responsibilities: Ensure accuracy on all processed accounts of the client to avoid legal implications. Process callback request and affidavit submission as deemed necessary to process necessary documentation. Position: Billing Team Manager Company: AOL/eTelecare Global Solutions Bldg. 2112 & 2113 C.P. Garcia corner L. Tanada Streets, Clarkfield, Pampanga 2009 Philippines Employment Duration: May2000- May2008 Responsibilities: Combines strategic application of business initiatives with vigilant assessment of performance in order to leverage the skills of the team. Directly responsible for the performance of the personnel to whom they are assigned. As such, each has a set of responsibilities that support the performance of the team and the business as a whole. Fostering a business-oriented relationship through regular interactions and ongoing communication. Providing frequent status reports on team performance including plans for improvement. Ensuring performance goals and objectives are clearly understood and incorporated into the business plan. Ensuring proper function and responsibilities of the position are understood and executed. Meeting topics relate to queue performance and initiatives, call flow consistency, and professional leadership development. Work to create a viable leadership development plan.  Position : Terms of Service Consultant Company: AOL, LLC Employment Duration: August 1999-April 2000 Responsibilities: Process reports from clients’ members that violate Terms of Service in the online community of AOL. Send daily reports to the queue supervisor regarding processed reports for the day. Conduct crew briefings as deemed required whenever the supervisor is not available. Answer questions and provide assistance whenever needed. Position: Billing Consultant Company: AOL, LLC Employment Duration: January 1999- July 1999 Responsibilities: Interface with our client’s customers to provide customer service. Answer billing issues/concerns of members regarding their account. Ensure privacy and security of member’s account by validating member’s information before making action or release information from their account. Handled Accounts AOL Fraud and Billing Netscape Compuserve MetroPCS Educational Attainment -CollegeBS in Business Management Holy Angel University, Sto.Rosario, Angeles City -SecondaryHoly Angel University Santo Rosario, Angeles City -PrimaryHoly Angel University Santo Rosario, Angeles City Donna Belle G. Arcilla Applicant