Ferlyn Geslani

FERLYN VILORIA – GESLANI - - - live:eringeslani04 CAREER OBJECTIVE To secure a challenging position in a reputable organization that will meet my competencies, capabilities, and experience where I can expand my knowledge and skills to provide valuable contribution to the company. SUMMARY OF QUALIFICATIONS Proficient in Microsoft Office Applications. Can work under minimal supervision. Detail oriented and organized. Hardworking, reliable and flexible; willing to work for long hours and additional shifts to complete a project. Gained mastery of call handling skills and have an absolute customer service orientation. EXPERIENCE COMPANY: CHRONOS STRATEGY HLK POSITION: Inbound Sales Representative / Quality Analyst / Chaser DATE: SEPTEMBER 15, 2014 – NATURE OF WORK: Handles Inbound and Outbound Sales Calls / Handles call transfer for qualified customers. Evaluate agent’s call and handles documentation for all agent call issues. Chase doctor’s offices for the paperwork’s needed to submit to various clients. Display time flexibility towards shifts as per work floor requirements. Perform other job-related duties that maybe that may be assigned by superior from time to time. COMPANY: SYKES ASIA INC POSITION: Quality Coordinator DATE: March 25, 2013 – September 13, 2014 NATURE OF WORK: Perform transactional monitoring. Facilitates internal and external calibration sessions. Prepare and analyze Weekly/ Monthly / Quarterly Quality Monitoring Reports. Analyze statistics and implemented action plans to ensure continuous improvement of the agents. Performs Weekly Coaching Sessions with the agents and provides documented coaching logs. Work closely with the Operations. Performs other job-related duties that were assigned by my superior from time to time. COMPANY: SYKES ASIA INC POSITION: Sales Representative DATE: May 7, 2012 – March 24, 2013 NATURE OF WORK: Handled inbound sales calls Met and exceed goals given by the supervisors. Performs other job-related duties that were assigned by my superior from time to time. COMPANY: ASCETIC CORPORATION POSITION: Quality Assurance Analyst DATE: April 28, 2011 – March 1, 2012 NATURE OF WORK: Listen and validates sales calls. Handles documentation of agents call issues. Submit sales calls on several posting sites of the client. Generates and analyze internal and external reports. Participates in internal and external calibration session. Perform other job-related duties that maybe that may be assigned by superior from time to time. COMPANY: AUTHENTISOURCE CORPORATION POSITION: Sales Representative / Floor Support Specialist DATE: April 7, 2010 - April 27, 2011 NATURE OF WORK: Handles Inbound and Outbound Sales Calls. Support and provide superior service for call transfers, call backs, holds, interruptions and unintentional disconnects. Helps to coach and facilitate on the work of the team. Prepare agent’s coaching and monitoring logs. Provide immediate feedback and coaching feedback when Team Leader is not available. Send Overall Team Reports daily. Display time flexibility towards shifts as per work floor requirements. Received the “Most Promising Agent Award” – July 2010. Awarded as one of the “Top Performer” for the Month of August and September 2010. Perform other job-related duties that maybe that may be assigned by superior from time to time. COMPANY: TELECONNECT SOLUTIONS INCORPORATED POSITION: Team Leader DATE: January 18, 2010 – March 25, 2010 NATURE OF WORK: Coach, solve work problems and facilitate on the work of the team. Prepare reports and maintain records of work accomplishments and administrative information, as required and coordinate about the work-related information to the supervisor. Perform other job-related duties that maybe that may be assigned by superior from time to time. COMPANY: METIS APAX CORPORATION POSITION: Sales Representative / Quality Assurance Analyst DATE: May 9, 2009 – January 5, 2010 NATURE OF WORK: Conduct outbound calls to qualify customer as a good lead for various clients. Handles call transfer for qualified customers. Evaluate calls and handles documentation of agent call issues. Submit sales report on several Clients’ posting sights. Perform other job-related duties that maybe that may be assigned by superior from time to time. COMPANY: GREENWICH PIZZA CORPORATION POSITION: Cashier DATE: October 2004 – March 2005 NATURE OF WORK: Handles cash sales transactions. Awarded as Ms Suggestive Selling, Ms Perfect Attendance and Ms Greenwich Wizard. COMPANY: TIME PIZZA CORPORATION (Greenwich Franchise Store) POSITION: Cashier DATE: February 2004 – August 2004 NATURE OF WORK: Handles cash sales transactions. Awarded as Ms Suggestive Selling, Ms Perfect Attendance, Ms Greenwich Wizard and Ms Best in Smile. TECHNICAL SKILLS: Attended the Communication Enhancement Training Program of StaffRIGHT Solutions Inc. (February 19 – March 4, 2003). TRAININGS AND WORKSHOPS Components of Effective Call Monitoring (February 2014) Practical Coach Workshop (February 2014) 7 Steps of Highly Effective Problem Solving (March 2014) Analyze This – Training (March 2014) Excel 1.0 Training (March 2014) Communication Enhancement Training Program (March 2014) EDUCATION: Tertiary 2005 New Era University Central Avenue, New Era, Quezon City Bachelor of Secondary Education Major in General Science Dean’s Lister 2003 – 2004 Pamantasan ng Lungsod ng Maynila Intramuros, Manila Bachelor of Science Major in Biology Secondary 1999 – 2003 Ignacio Villamor High School Pasig Line St., Sta Ana Manila Primary 1997 – 1999 Margarita Roxas de Ayala Elementary School Arellano St., San Andres Bukid, Manila 1994 – 1997 Bayanan Elementary School Bayanan, Bacoor Cavite CHARACTER REFERENCE: Available upon request.