RESUME
OF
ENRICO MARIA V. EREÑETA
Lot 7A Block 2 Thunderbird Drive, Thunderbird Subdivision
Camarin, Caloocan City, Philippines, 1423
e-mail address:-Mobile #:-
EMPLOYMENT HISTORY
Teleperformance Supervisor
November 2014 – Present
Description:
Over- all cluster POC which handle and deliver managerial task upon the endorsement from a manager. Manage team’s daily goals. Provides coaching, counseling, and motivation to ensure daily targets are met. Handles quality Audit and conduct deep diving analysis per metric. Responsible for achieving a balance score card to ensure that metric and time lines are met accordingly.
TeleTech NovalichesConsultant
January 2014 – November 2014
Description:
Provided a world class Customer Service to Comcast customers. I was able to help customers regarding billing inquiries and able to upsell products.. Due to good performance I was assigned to be the team’s floorwalker and provide support the new team mates on their first week.
Sutherland Global ServicesConsultant
April 2012 – December 2013
Description:
As an agent I was able to provide world class Customer Service to eBay customers. I was able to help customers with online shopping and problems regarding their purchases. I was able to maintain being one of the top agents of the team and was able to be the number 1 agent across the whole account.
I was able to be assigned different roles such as:
Floorwalker for my team and buddy system with the newbie to provide immediate assistance with queries regarding the product.
POC for the team with regards to the daily schedule changes or adjustments.
Mentoring for the new batch of agents.
TeleTech BacolodADW Technical Support
June 2010 – March 2012
Description:
As an agent I was able to provide world class Technical Support to BigPond customers. I was able to help customers with ADSL and Wireless connection problems. I was able to provide good quality service to my customers and ended as one of the top agents for the first quarter in 2011.
I was able to be assigned different roles such as:
Floorwalker for my team responsible for providing assistance to my colleagues and answer queries regarding the product.
POC for my previous team responsible for the team when the Team Lead is not around. Sends updates and reminders daily. Sends daily LILO / AUX reports for the whole team.
Mini – Team Leader responsible for motivating the mini team members to do good in their calls. Giving updates, reminders and things to be done.
Remote Evaluation or SBS with my teammate responsible for listening to a call then provide feedback on the things that was done right and wrong. Coaches my teammate on to where they can still improve on. And provide tips on how to good in a call.
High School Department Student Assistant
University of Negros Occidental Recoletos
October 2006 – April 2007
Description:
As a student assistant I was able to address the needs of students and teachers inside the office. I was in charge for all the computer works. I was able to deal with different personalities and cope with our differences. I was able to manage my time between my schedule for work and for school.
EDUCATIONAL BACKGROUND
Elementary:Tangub Christian Academy 1st Honorable Mention
Ma. Clara Rd, Tangub,Bacolod City
High School:Negros Occidental High School Star Section
Araneta-Libertad St., Bacolod City
College:University of Negros Occidental Recoletos DOST Scholar
#51 Lizares Avenue, Bacolod City
Course: Bachelor of Science in Computer Science (Undergraduate)
REFERENCES
Ronaldo Ilagan Jr.
Assistant Call Center Manager
Teleperformance Fairview-
Kharen Dharan Castro
Team Manager, eBay UK
Sutherland Global Services Taguig-
Michelle Grace Yusoya Obero
Team Leader, BigPond Technical Support
TeleTech Bacolod-
