FLORMINA B. QUIZON
Provincial Address:
Present Address:
Mobile Number:
Email Address:
Lot 5 Blk. 4 Carmela Homes Village Sabang, Baliuag Bulacan
Lot 5 Blk. 4 Carmela Homes Village Sabang, Baliuag Bulacan
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EMPLOYMENT HISTORY
New York Bay Philippines
Antel Global Corporate Center
Julia Vargas Ave. Ortigas Ctr. Pasig City
Senior Quality Analyst
April 2015- February 2017
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Primarily job description is to monitor and evaluate how well agents handle customer
transactions (telephone, chat and email).
Provides quality metric analysis CSAT/Customer Satisfaction, First call resolution and other agent
quantifiable metric.
Responsible in improving consistency and quality of customer interactions across all channels
(telephone, chat and email).
Review quality parameters and make changes when necessary in consultation with operations.
Provide root cause analysis on program, team and agent level identified opportunities.
Provide analysis on other operational metrics such as AHT/Call traffic/call drivers etc.
Assess business execution by detecting and addressing broken or inefficient policies, processes
and operational issues throughout the company.
Providing assistance in improving agent’s performance through coaching (positive feedback vs.
areas for improvement)
Identify policies or processes that frustrate and distance customers from the company.
Identifies opportunities for training needs to improve customer experience.
Sends out weekly reports to QA Supervisor and updates daily monitoring tracker.
Working closely with Operations in creating job-aids and huddle memos that will be used for
cascading updates and changes as far as the account is concern.
Facilitates calibration with operations to identify areas of opportunities and to ensure process
alignment between Support and Operations.
Assist client in identifying inconsistencies and inaccuracies of services offered that are being
published on the website, User agreement, social media and other marketing related
advertisement.
Prepare quality improvement plans/activities.
New York Bay Philippines
Antel Global Corporate Center
Julia Vargas Ave. Ortigas Ctr. Pasig City
Customer Service Representative
October 2013- April 2015
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Responding to clients’ questions and concerns primarily regarding status of transactions and
providing detailed information about how the service works as well as speaking with customer
via email, phone and web chat support.
Utilize multiple call center supported applications to effectively assist customers.
Responsible for attending financial and non-financial customer inquiries (e.g. transaction errors,
disputed transactions, refund status, marketing promotions and account maintenance)
Performs other related duties and assignments as required and as assigned by supervisor or
manager.
VXI Global Holdings
10th Floor (North Wing), Amberbase Solutions Bldg.
#5 Eastwood Avenue, Eastwood City Cyberpark Libis, Quezon City 1010
Training Specialist- Process
February 2012- October 2012
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Facilitates Product Training to new hire agents and responsible in ensuring that employees has
strong foundation and knowledge about the campaign’s product and services.
Implementation of training material aligned with quality and performance
Audits accuracy of classes new hire tracker an in ensuring that they are compliant to the
standards set forth by the account.
Sends out Daily Training Summary Report to ensure Operations, Business Managers and the rest
of the Training Department are aware of the daily activity during training.
Prepares training headcount and throughput Report and send them to the Training Manager.
Responsible in reviewing the accuracy of the training classes’ headcount in the final headcount
report of the Training Manager.
Works directly with the management team with matters related to ongoing classes and
headcount management.
Coordinates with Learning and Development and Recruitment to ensure smooth transition of
agents from product specific training to production.
Ensures that trainees will have all supplies they need for their respective training.
Ensures that trainees sign-offs are up to date and are in sync with client expectation.
Responsible in sending out endorsement /non endorsement list to Production.
Gives feedback on the functionality or accuracy of training content following the release of new
tools, training materials, assessments, curriculum development tracker, etc.
Completes required phone time hours per month for each trainee or as instructed by the
Manager.
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Performs other related duties and assignments as required and as assigned by supervisor or
manager.
VXI Global Holdings
10th Floor (North Wing), Amberbase Solutions Bldg.
#5 Eastwood Avenue, Eastwood City Cyberpark
Libis, Quezon City 1010
Quality Analyst
June 2011- October 2012
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Primarily job description is to monitor and evaluate how well agents handle customer
transactions (telephone, chat and email).
Measure agent adherence to internal policies and procedures.
Responsible in improving consistency and quality of customer interactions across all channels
(telephone, chat and email).
Assess business execution by detecting and addressing broken or inefficient policies, processes
and operational issues throughout the company.
Providing assistance in improving agent’s performance through coaching (positive feedback vs.
areas for improvement)
Identify policies or processes that frustrate and distance customers from the company.
Identifies opportunities for training needs to improve customer experience.
Sends out weekly reports to QA Supervisor and updates weekly monitoring tracker.
Working closely with Operations in creating job-aids and huddle memos that will be used for
cascading updates and changes as far as the account is concern.
VXI Global Holdings
1024 Global Trade Center cor Edsa Munoz, Quezon City
Customer Care Representative- Financial Account
July 2009- June 2011
VXI Global Holdings
1024 Global Trade Center cor Edsa Munoz, Quezon City
Retention Specialist- Telecom Company
October 2008- February 2009
VXI Global Holdings
1024 Global Trade Center cor Edsa Munoz, Quezon City
Customer Care Representative- Telecom Company
August 2007- October 2008
Convergys Inc.
24th Floor Robinsons Equitable Tower Ortigas Center, Pasig City
Customer Care Representative- Financial Account
August 2006- June 2007
EDUCATIONAL BACKGROUND
·College
·High-school
·Elementary
San Sebastian College
Dela Salle Araneta University
B.M.E.S
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Career Objective
To join a company that openly promotes and supports creative thinking, which will enhance my personal
and professional competence in taking a decisive path in my career
Summary of Qualification
Graduate of BS Commerce major in Business Management and has a basic background on the said
course; ability to communicate effectively. Experienced customer service representative, knowledgeable
on handling different types of customers; trained on doing up-selling; trained to be flexible with sudden
changes and handled retention concerns. Knowledgeable in handling quality related duties and activity;
facilitates training per company’s demand and need.
Character reference available upon request
