FATIMA BAYOT TURABIN
342 Amang Rodriguez
Manggahan Santolan Pasig 1611
Cell No:- /-
Email:-
CAREER HISTORY
CALL CENTER -SUPERVISOR – April 2015 - present
Employers name – IOPEX Technologies
Responsible for hiring, training and supervising Call Center staff to ensure that productivity goals are achieved and deadlines met.
Duties;
Providing leadership, management and guidance to all Call Center staff.
Answering front line calls from customers.
Conducting staff performance reviews.
Handling any customer complaints.
Responding to customer email or telephone inquiries.
Ensuring high quality and accuracy of work from call center staff.
Putting together daily performance reports for senior managers.
Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.
Troubleshooting any operational problems.
Tracking the number of inbound calls.
Being visible at all times to all call center staff.
Presenting commendations and awards to staff.
SUPERVISOR – July 2016 – Present
Account : The LADDERS ( Non- Voice- Back office Support )
Employers name – IOPEX Technologies
SUPERVISOR – April 2015 – June 2016
Account : FREEDOMPOP( Sprint )
Employers name – IOPEX Technologies
ACCOUNT REFUND OFFICER/POC /SME - August 2014- March 2015
Account : FREEDOMPOP
Employers name – IOPEX Technologies
CUSTOMER CARE/ TECH REPRESENTATIVE – November 2013 - July 2014
Account : FREEDOMPOP
Employers name – IOPEX Technologies
RETENTION REPRESENTATIVE- April 2013-October 2013
Account : XFINITY SIGNATURE SUPPORT (COMCAST )
Employers name – IOPEX Technologies
XFINITY SIGNATURE CHAT SUPPORT (COMCAST )- December 2012 –March 2013
Account : XFINITY SIGNATURE SUPPORT (COMCAST )
Employers name – IOPEX Technologies
TECHNICAL SALES REPRESNTATIVE- May 2012 –November 2012
Account : XFINITY SIGNATURE SUPPORT (COMCAST )
Employers name – IOPEX Technologies
TECHNAL SUPPORT REPRESENTATIVE – October 2011 – April 2012
Account : Barnes and Noble
Employers name : Harte Hanks Philippines
PROJECT COORDINATOR – February 2011 – July 2011
Employers name – HAFELE Philippines
KEY SKILLS AND COMPETENCIES
Professional
Knowledge of call center management techniques.
Able to type 35 words per minute.
Ability to assess talent, manage people and motivate others.
Knowledge of disciplinary procedures up to and including employee termination.
Proficient in Microsoft Office, Excel, Word, Power Point & Outlook.
Properly handling confidential information.
Personal
Strong decision making ability.
Willing to work changing shifts, weekends and holidays.
Able to sit in front of and work on a computer screen for long periods of time.
AREAS OF EXPERTISE
Managing People
Dialing History
Call Handling
Issue Resolution
Customer Service
ACADEMIC QUALIFICATIONS
Western Mindanao State University – Bachelor of Science in Nursing 2004 – 2006
Western Mindanao State University – Bachelor of Physical Education 2000 - 2004
REFERENCES
Armando Cristobal
Sutherland Philppines
Operation manager - /-
Dana Joyce Espiritu
IOPEX Technologies
Operation manager -
Ralf Urbiztondo
TELUS International Philippines
Supervisor-
