Faye Justine Garcia

FAYE JUSTINE J. GARCIA -- SUMMARY OF QUALIFICATIONS PROFESSIONAL PROFILE A go-getter able to give timely advice, guidance, support 5 years’ experience as a Call Center Agent Handled a team of 15 for almost 3 years A Product Trainer for 3 years; effective presentation and facilitation skills Possesses high command of the English language Hard working, a good follower and a team player Has initiative, strong customer service, problem-solving and analytical skills Good motivational skills Adept at the use of MS Office software application & Google products Good understanding of file management Flexible and adapts well with diverse and fast paced work environment Fast learner and able to work under minimum supervision Complies with established ethical, moral, and legal standards and maintains professional credibility EDUCATION Tertiary Miriam College (2006 - 2008) Bachelor of Science in Communication Arts and training to team members. Possess excellent management skills and having the ability to work with the minimum of supervision while leading a team. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently. Now looking forward to making a significant contribution to a company that offers a genuine opportunity for progression. EXPERIENCE One Call Solutions Inc. Trainer/Team Leader Provides program-specific training to newly hired and existing operations employees according to set training standards Conducted training sessions and developed criteria for evaluating effectiveness of training activities increasing the proficiency of instructors Revised training plans to meet new training requirements and keeps information updated Stays up-to-date on all communications, processes, and procedures including marketing and save offers as well as general call center information in order to better assist customers and ensures compliance with latest processes Initiates new ideas to ensure optimal service levels; handles escalated matters Cascades program and company information to the team members Dispatcher Responsible in same-day scheduling of trips for dialysis patients all throughout greater Sacramento, Solano, San Jose, and San Francisco California Helped drivers manage their daily schedules, break time, report any unforeseen events and assisted with driver routes to ensure On Time Performance and ETA is maintained Made inbound and outbound calls from different partnered health insurance providers confirming the rides, ride modifications or additional assistance, canceling trips when needed and provided rig availability for additional trips ADDED EXPERIENCES Acquire BPO Team Leader Conducts regular evaluation as well as coaching sessions to improve individual and team performance Enforces Schedule Compliance as well as adequately trained staff Managing program funds, budget and incentives ICT Philippines Customer Service Representative - Virgin Mobile USA Consult with customers about their product or service needs Complying and enforcing standard program and company policies and procedures Receive customer calls of requests for Mentoring Sales Coach, and OIC’s through formal channels; Promotes 2-way information flow Resolving technical phone issues of Product Trainer Responsible for use and training of call center tools related to performance monitoring and tracking Ensure the proper implementation of policies and procedures of the company Evaluates the knowledge of class participants to determine training needs and effectiveness Responsible for managing the performance of a group of call center representatives providing coaching and feedback, documenting results, counselling and mentoring, and delegation of work whenever necessary Sales Representative - BeautiControl Retains members by encouraging them to continuously purchase products Sells the value of the client’s services by products and services customers Catering to customer’s needs regarding credits and other concerns Epixtar Philippines Sales Representative - Discover Card Promotes credit cards to nondiscover card holders Sells the value and benefits of having a Discover card aligned with the customer's needs Regularly meets daily quota of sales Regularly exceeds Quality Assurance aligning features, benefits and price with their targets wants and needs Occasionally assigned to supervise in Regularly exceeds Quality Assurance targets the absence of the supervisor and meets daily quota of sales Lead, directed and motivated sales team to achieve and surpass predefined goals Supported in generating sales prospects by identifying appropriate business targets Provides resources such as: training, product specific questions, system problems, performance checks, or supervision in the absence of a supervisor Serves as subject matter expert Performs additional duties of POC (assistant supervisory) or meet criteria for development into higher level client support