FLORENDA A. RESILLA
Address: Purok 1 San Jose Cebu City
Mobile Number:-
Email Address :-
KEY SKILLS:
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Excellent command of the English language both in oral and written
communication, developed through education, exposure, and professional
experience.
Excellent analytical and decision making skills acquired through trainings and
professional experience.
Strong interpersonal skills acquired through training and professional practice.
Effective and creative presentation skills using Microsoft PowerPoint, Word
and Excel obtained through education and professional experience.
Sheer drive for personal and professional advancement.
Professional work ethics developed through varied scenarios, mentors and
colleagues.
PROFESSIONAL EXPERIENCE
Technical Support Representative II (Chat Support)
Convergys
October 2015 – December 2017
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Respond to customers’ product inquiries and troubleshoot technical
problems via chat tool.
Required to handle 2 chats at the same time
Document chat interactions and log call disposition in appropriate tools
Elevates support to remote access if issue is difficult or if customer is
unable to perform troubleshooting steps
Send resolution confirmation emails every chat.
Schedule follow-ups via email/call for every open or unresolved cases
Provides Floor Support when necessary
Attend weekly team/technical huddles
Review chat logs from Bottom Box surveys
Technical Support Representative II
24/7 Inc.
January 20, 2015 –May 2015
● Delivered professional and satisfactory service to customers while providing
technical assistance and troubleshooting involving internet connectivity,
webmail, browser and more
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Provided process information in response to inquiries, concerns, and requests
about products and services while educating about features and benefits
about current internet subscriptions
Gathered customer’s information and determine the issue by evaluating and
analyzing the symptoms
Effectively used knowledge base and available resources to resolve a
customer’s technical issue in a timely manner
Maintained FCR by ensuring effective resolution and provides proactive future
value by preventing a customer to callback about simple steps they can on
their own
Documented call transactions on designated software about the
troubleshooting steps done within the call
Maintained stable performance while under pressure or opposition, handles
stress in a manner that is acceptable to others and the organization
Set high standards of performance for self; assuming responsibility and
accountability for successfully completing assignments or tasks
Stayed current with system information, changes and updates
Quality Assurance Specialist
HP HHO Quality
May 2012—December 2014
● Delivered and completed high-quality monitoring of agent-customer
interactions based on client-specified policies and procedures.
● Evaluated root causes to delve deeper and determine resolution for client
internal/external reviews, audits and customer experience.
● Conducted side-by-side observations to develop and assist new hired
associates and gauge their customer service skills to program-related goals.
● Provided constructive feedback to Team Leads and Associates to increase
individual and team awareness and resolve behavioral and call handling
opportunities.
● Facilitated call calibrations with clients and internal groups and maintains
calibration variance within 5%.
● Implemented efficient and effective coaching style to drive results aligned to
client metrics.
● Conducted certification process to QA interns.
● Generated accurate internal reports, insights and data analysis.
● Coordinated and sent reports to Quality Systems Admin for all EyeQ360
related issues and requests: agent load/termination, creation of form and
recording quality.
● Rendered phone-time to ensure and maintain quality call-handling skills.
● Performed as POC for all LOBs in the absence of a Quality Supervisor.
Temporary Team Lead
HP HHO Tier1
August 2011—April 2012
● Developed and mentored new hired associates to meet client-specific metrics
and quality call handling skills.
● Drove team performance to reach desired targets by incorporating strategic
action plans.
● Implemented efficient and effective behavioral coaching style to drive results
aligned to client metrics and individual goals.
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Performed SMART action-planning and used Empower to sustain motivation
while driving performance.
Acted as a business-owner by ensuring that the program meets the desired
Service Level and Phone Occupancy.
Monitored progress and provided constructive feedback on 3rd and 5th month
probationary reviews.
Prepared reports to clients (End-of-Day Report) detailing the program’s
running performance per Line of Business, sales performance, call drivers,
and operational issues.
Carried out analysis and defined agent behaviors that are directly impacting
poor performance, process/policy gap, and inefficiency in tool usage.
Attended trainings to enhance leadership skills and coaching practices.
Collaborated and worked closely with Managers and other Team Leads in
eliminating opportunities/agent behaviors that are impacting the business.
Review call evaluations and incident reports from QA Specialists and sent
disputes real-time.
Managed non-performing associates.
Awarded as Top Team Lead for the month of December on 2011.
Quality Assurance Specialist
HP HHO Quality
July 2008—July 2011
Customer Service Representative
HP HHO Tier1
December 2007—July 2008
● Learned and practiced quality customer service through product training,
QA/TL coaching and through online courses.
● Assigned as an FS to assist other associates with their calls.
● Sharpened solution dialogue through intense update trainings and frequent
coaching.
● Listened to other performing agents through Y-Jack sessions.
● Handled coaching sessions with less-performing team mates.
● Trained to administer off-phone tasks such as call review and basic reports.
● Proactively sought performance-related feedback form Team Lead and QA
coach.
● Maintained and passed sales conversion and QA scores.
● Maintained product and process knowledge through intense review and
awareness.
● Assigned to facilitated group discussions and meetings.
● Awarded as a QA and Sales performer.
● Zero Escalations.
TRAININGS ATTENDED
● PESOS Coaching
● Call Center Fundamentals
● Six Sigma (Trained for Certification)
● HP RevGen and Sales Training (DAC)
● Grammar and Electronic Messaging (Training and Certification Process)
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iConnect Training (Language)
GPM: Adaptive Coaching
GSD: Leadership 101
Effective Coaching Practices (Team Lead Refresher)
GSD: Leadership 201
Customer Experience Training
EDUCATIONAL BACKGROUND
B.S. BUSINESS ADMINISTRATION – HRDM (Graduate)
University of San Jose Recoletos
B.S. COMPUTER ACCOUNTANCY AND MANAGEMENT (Undergraduate)
Asian College of Technology
SECONDARY EDUCATION
University of the Philippines
PERSONAL REFERENCES
Ms. Meleah Abangan-Moralde
Quality Manager
Teletech Cebu
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Mr. Michael Leoppoldo
Business Communications Supervisor
Teletech Cebu
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Cielo Villanueva
Quality Assurance Manager
Teletech Cebu
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