Ed Joseph Montecastro

Ed Joseph Q. Montecastro Email:-Phone: - Address: 147 Arcadia Ave. cor. Sunrise Drive, Brookside Hills Subd., Cainta, Rizal. Skype: live:.cid.5a512f583d6be8fb LinkedIn: link Summary: Cognitive and analytical Senior Quality Assurance Call Center Analyst with 15 years of experience handling technical and non-technical customer calls in a large call center environment. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in QA management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly. Employment History: ● Telepeformance Philippines August 2005 - January 2021 | Rockwell Business Center, Ortigas Ave., Pasig City (Through a series of mergers and acquisitions, the entities for which I have worked since 2005 were known as PeopleSupport, Aegis PeopleSupport, and Aegis.) Roles and Job Descriptions: • • • Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents. Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity. SLA Tracking and Reporting and analysis of service delivery performance metrics. • • • • • • • • • • • Assist Quality Management in accessing and maintaining Systems database. Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates. Strong expert knowledge of Microsoft Office products, including Word, Excel and PowerPoint. Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedure. Conduct weekly calibration sessions with call center Team Leaders to develop scoring consistency and best practices. Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement. Writes fundamental documentation in a clear, concise manner and according to standards. Utilize feedback from customers to facilitate improved quality of services being provided. Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls. Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center. Conduct customer interaction and ticket reviews, and complete evaluations. Professional Skills: ● High-Volume Call Handling ● Customer Service ● Technical Troubleshooting ● IT and Data Analytics ● Customer Account Management ● Inbound and Outbound Sales ● Banking and Financial Management ● Verifications Research ● Call Center Quality Assurance Education: Primary: ● Greenland School, 1986 | Cainta, Rizal ● Pasig Community School, 1987 - 1988 | Pasig City ● Hope Academy, 1989 - 1992 | Cainta, Rizal Secondary: ● Faith Christian School, 1993 - 1996 | Cainta, Rizal College: ● STI College, 1997 - 1999 | Ortigas-Cainta, Rizal (formerly STI College, Ortigas-Junction, Cainta, Rizal) - 2-yr. Associate in Computer Science (Undergraduate) Training Courses and Certification: ● Informatics College, 2002 | Sta. Lucia East Cainta, Rizal - Web Design & Development ● Intellect (IBM Advanced Career Education), 2003 - 2004 | Asia Pacific College, Magallanes, Makati City (formerly in San Miguel Ave., Pasig) - Advanced Computer Software Engineering (ACSE) References: Ramil Salonga QA Supervisor, Teleperformance Philippines - Darwin Silva QA Manager, Teleperformance Philippines -