Elaine Urgel

ELAINE URGEL CUSTOMER SUPPORT VA PERSONAL PROFILE CONTACT ME AT Home Address: 349 Gomez Extension, Brgy. Atabay, Hilongos, Leyte-- I have a 2- year experience in Customer Service Department (answering customer queries and helping customers resolve their issues thru phones and emails), 1 year as a Performance Analyst where we listen to calls and analyze specific trends of behavior that can help the agent provide good customer service. Had a 5year experience as a Performance Development Coach where I led 15-20 people, coach and motivate them to perform well. WORK EXPERIENCE Coach / Team Leader (eBay Account- Trust & Safety) ePerformax Contact Centers (Cebu Corp) | August 2015- July 2019 Led 15-20 people, coach and motivate them to perform well Analyze data, find specific trends of behavior that affects the team and teammate's performance, coach the teammate especially those focus ones to achieve targets. Performance Analyst (eBay Account- Trust & Safety) ePerformax Contact Centers (Cebu Corp) | January 2013- May 2014 SKILLS SUMMARY Ability to handle numerous emals to work on per day Data / Performance Analyst PBasic Graphics : Canva Passionate Data Entry Specialist MIcrosoft Application : Word and Excel Organized and willing to learn as well as can work with minimal supervision Listen to recorded and live conversation between the customer and the agent to identify behaviors affecting the agent's performance Collaborated with Coach Provide feedback to the agent to improve behavior/performance Customer Service Representative (eBay AccountTrust & Safety) ePerformax Contact Centers (Cebu Corp) | January 2011- Dec 2012 Phone and Email Support Handle customer calls, queries and help them resolve their issues such as item defects, refunds and cases EDUCATIONAL HISTORY College - Southern Leyte State University (Main Campus) BS in Information Technology |- (Graduated) AWARDS RECEIVED Top Performing Coach Hero Award (For showing excellent performance) High School - Hilongos National Voacational School Major in Business Management |- Elementary- Hilongos South Central School-