Emmy S. Deveterbo

Emmy S. Deveterbo Unit E204 Sorrento Oasis, C. Raymundo Ave., Brgy. Rosario, Pasig City 1609 Contact #:- /- Email:- Job Objective: To maximize my skills & knowledge for the company’s growth & success. Personal Information: Sex Age Date of Birth Place of Birth Civil Status Nationality Religion Height Weight : : : : : : : : : Female 37 October 22, 1979 Palestina, Pili, Camarines Sur Single Filipino Roman Catholic 5’2” 65 kgs. Educational Background: Elementary : St. Joseph School Panganiban Drive, Naga City - Secondary : University of Nueva Caceres J. Hernandez Ave., Naga City - Tertiary : Ateneo de Naga University BS Accountancy Ateneo Avenue, Naga City - Work Experience: ​Sales Officer Jacinto Marketing Corporation D-3, Go-Hai Bldg., Concepcion Grande, Naga City Jul. 1, 2002- Feb. 28, 2003 ​Major Functions: ● Markets the Company’s products & provides appropriate customer service & satisfaction. ● Meets the monthly quota. ● Facilitates all inquiries & complaints from customers & ascertains that all are promptly handled & addressed. ● Ensures prompt collection & remittance of payments from clients. Call Center Agent Cyber City Teleservices Ltd. Bldg. 2528 Cyber City Technopark, Samat St., CSEZ, Clarkfield, Pampanga Mar. 31- Jun. 24, 2004 Major Functions: ● Receives & resolves customer service concerns ● Resolve billing issues & disputes ● Take orders for the infomercial accounts ● Make sure that all metrics required by the clients are met (individual level) Call Center Agent VXI AT&T VXI 16​th​ flr., Tower 2, RCBC Plaza, Ayala Ave., Cor. Gil Puyat Ave., Makati City Jun. 27, 2004- Jan.5,2006 Major Functions: ● Receives & resolves customer service concerns ● Resolve billing issues & disputes ● Make sure that all metrics required by the clients are met (individual level – Sales, CSAT, AHT…ect) SME ( Subject Matter Expert ) AMEX ( both for service & sales ) VXI VXI 16​th​ flr., Tower 2, RCBC Plaza, Ayala Ave., Cor. Gil Puyat Ave., Makati City Jan. 5, 2006-Nov. 28,2006 Major Functions: ● Certified for American Express Account ● Discuss products, policies & procedures during class training/sessions ● Listen to calls of OJT reps ● Gives feedback & appropriate coaching to OJT reps to help them certify ● Do floor walking to answer the questions of the OJT reps who are taking calls. ● Do individual development plans for the OJT reps ● Do individual assessment for OJT reps. Team Development Leader AMEX VXI VXI 16​th​ flr., Tower 2, RCBC Plaza, Ayala Ave., Cor. Gil Puyat Ave., Makati City Nov. 28, 2006 – Jan. 22, 2008 Major Functions: ● Review agent performance results daily. ● ID performance gaps and strengths. ● Plan for CCP Coaching Session. ● Conduct Side by Side Session. ● Work with CCP real-time to improve confidence/job knowledge. ● Meet with CCP to discuss OFIs. ● Perform Call Observations/Recorded. ● Conduct TL Coaching. Plan/Conduct Team Meeting. Attend Calibration. ● Update EE files and HR Records (i.e. PAC Eval). ● Ensures CCPs have updates and procedural changes. ● Coach/Document internal errors on both policies & procedures ● Do special projects ● Responsible for reviewing/analyzing performance report. ● Do action plans based from performance trending ● Lead & motivates the team to perform at their best. Program Supervisor McAfee CS/Intuit - Quickbooks Sutherland Global Service Inc. IT Park, Capitol Compound, Cadlan, Pili, Cam. Sur Feb. 4, 2008 – Feb. 27, 2009 Major Functions: ● Review agent performance results daily. ● ID performance gaps and strengths. ● Plan for CCP Coaching Session. ● Conduct Side by Side Session. ● Work with CCP real-time to improve confidence/job knowledge. ● Meet with CCP to discuss OFIs. ● Perform Call Observations/Recorded. ● Conduct TL Coaching. Plan/Conduct Team Meeting. Attend Calibration. ● Attends to client meetings & calibrations ● Create spiffs & games to boost sales performance. ● Update EE files and HR Records (i.e. PAC Eval). ● Ensures CCPs have updates and procedural changes. ● Coach/Document internal errors on both policies & procedures ● Do special projects ● Responsible for reviewing/analyzing performance report. ● Do action plans based from performance trending ● Lead & motivates the team to perform at their best. Team Leader​ ​_ Contact Center.Com 10​th​ Flr. Merchant Bank Bldg. Tordesillas St., Salcedo Village Makati City Feb. 1, 2010 – Oct. 12, 2010 Major Functions: ● Review agent performance results daily. ● ID performance gaps and strengths. ● Plan for CCP Coaching Session. ● Conduct Side by Side Session. ● Work with CCP real-time to improve confidence/job knowledge. ● Meet with CCP to discuss OFIs. ● Perform Call Observations/Recorded. ● Conduct TL Coaching. Plan/Conduct Team Meeting. Attend Calibration. ● Update EE files and HR Records (i.e. PAC Eval). ● Ensures CCPs have updates and procedural changes. ● Coach/Document internal errors on both policies & procedures ● Do special projects ● Responsible for reviewing/analyzing performance report. ● Do action plans based from performance trending ● Lead & motivates the team to perform at their best. Team Development Leader VXI SM Cyber 2, Jupiter & Zodiac Sts. Cor. Buendia Ave., Makati City Oct. 18, 2010 – January 10, 2013 Major Functions: ● Review agent performance results daily. ● ID performance gaps and strengths. ● Plan for CCP Coaching Session. ● Conduct Side by Side Session. ● Work with CCP real-time to improve confidence/job knowledge. ● Meet with CCP to discuss OFIs. ● Perform Call Observations/Recorded. ● Conduct TL Coaching. Plan/Conduct Team Meeting. Attend Calibration. ● Update EE files and HR Records (i.e. PAC Eval). ● Ensures CCPs have updates and procedural changes. ● Coach/Document internal errors on both policies & procedures ● Do special projects ● Responsible for reviewing/analyzing performance report. ● Do action plans based from performance trending ● Lead & motivates the team to perform at their best. Team Development Leader Freelance – NMR now Choxi.com Email Support and Phone Support Customer Service January 16, 2013 – October 24, 2016 ​Major Functions: ● ● ● ● ● ● ● ● Team attendance Take daily escalations Take Supervisory calls Credits & Refund approval QA Coaching Production issues coaching Updating daily trackers Daily production reports Reservation Specialist Jetstar Airways (Stellar Philippines) November 21, 2016 – Present ​Major Functions: ● ● ● ● ● ● ● Flight Reservations/Bookings Sales Calls Consultations Credits & Refund process Website assistance Customer Service Updating daily trackers Character References: Ms. Joanne Yarre HR Manager - Choxi.com- Ryan Ives Customer Service Manager Choxi.com-Glen Ritchie Vendor/Returns Manager Choxi.com-