DUDSY ANNE VILLARUEL INGAT
18 Pine St. Northwood Village
Brgy. Sta. Lucia, Pasig City
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Experience:
2007 - 2019
Hinduja Global Solutions, Eastwood Bagumbayan, Quezon City
BOSE (2016 - 2019)
● Quality Analyst
- Audits Single Connect calls (Tier 1), Chat and SMS.
- Point of Contact for Single Chat and SMS
- Handles calibration session for Chat and SMS (Operations and QAs)
- Creates team reports to identify top drivers (Weekly and Monthly) and
provides recommendations.
HUMANA (2015 - 2016)
● Inbound Representative
- Claims interpretation specialist
BELL CANADA (2015)
● Technical Support for telephone and internet.
- Provides troubleshooting and technician dispatch for consumers
SONY MUSIC (MyPlay Direct) -)
● Back Office Representative
- Responds to customer’s concerns and queries through email
SONY (2007 – 2014)
● Service and Support Team (2013 - 2014)
o Inbound (2013)
- Provides information on repair status over the phone
o Queue Management (2013 - 2014)
- Outbound for repair estimates
- Processing repair estimates
● National Service and Procurement (2009 - 2013)
o Back Office Representative -)
- Provides status of repair or replacement unit through email
o Inbound Representative (2011 - 2012)
- Provides status of repair or replacement unit through phone
o Queue Management (2012 - 2013)
- Order releaser and Order cancellation
- Auditor of the orders processed
● Digital Imaging Support Group (2007 - 2009)
o Technical Support Representative for cameras and camcorders
- Provides troubleshooting procedures for consumers.
2006 - 2007
Confabia Incorporated, Eastwood Bagumbayan, Quezon City
American Express Peso Platinum
● Outbound
- Credit card acquisition
Education:
University of Rizal System, Antipolo City
Bachelor of Science in Tourism
2002 - 2006
Skills:
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Knowledgeable in MS Office and Google programs.
SAP, KANA, and CRM Response navigation
Ability to learn new skills quickly.
Good interpersonal skills and ability to communicate well with a variety of
people.
Excellent organizational skills and the ability to attend to details and meet
deadlines.
Training Attended:
QPEP Certification - December 28, 2017
● Quality Score Improvement
References available upon request.
