Floyd Jefferson C. Arevalo
Blk. 1 Lot 2 Busay Heights NHA. Busay, Cebu City 6000
Tel. no :-
Email:-
EMPLOYMENT RECORD
Metalbird
( 2020 - Present )
Quality Analyst
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Created Quality data sheet
Created Quality audit form
Created Quality guidelines
Created Quality audit form for emails
Handles Call Calibration and Call Listening with the team on a weekly basis
Supporting US and Canada region for evaluation ( weekly )
Training
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Created The Metalbird Hiring and Onboarding Process
Created The Metalbird Training Process and materials
Handles New Hire training and orientation
Monthly activity related to business
Phone Chat and Email support
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Expert in using Gorgias as main tool to communicate with clients
Expert in using Shopify in managing employee and client accounts
Handling CS calls for US, Canada, UK and New Zealand
Handling Email for US and Canada region
Reports analysis
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Provides weekly reports for the following:
Customer Feedback ( Identifying issues and provides suggested resolution )
QA Audit for phone and email CS team ( Customer Service Improvement, enhancin call
and email handling skills.. etc. )
NeoPro Cycling
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Helped in the creation of process flows
Created QA email form and Guidelines
Responsible for QA Audits
Responding to emails as backup
Training new hires for NeoPro Cycling
Amazon Philippines
( July 2018 - December 2020 )
Quality Analyst
-Supporting North America
-Audits calls and provides feedback to CSA’s
-Sending out Q-Tips for the site
-Weekly TM huddles for the assigned team
● Provides feedback / discussion about the team QA scores
● Outlier discussion
● Discussion on improvement
● KC updates
-Weekly Reports
● Short Calls Monitoring
-Calibration Sessions with Operations
-Gemba walk
-Sharing Best Practices & Challenges sessions
Amazon Philippines
Training Team
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Training / Facilitating / Supporting
- North American Customer Service
- Canada Customer Service
- United Kingdom Customer Service
- Amazon Digital Team ( Kindle and Alexa support )
- New Hire Orientation
- DART
- Supporting Agent Nesting and Monitoring the team performance.
Dyninno
( June 2017 - March 2018 )
Travel Expert / Sales
- Build International flights for U.S and Canadian clients.
- Setting appointments and booking a flight.
Allyhomecare ( California )
Appointment Setter / Shift scheduler
( March 2018 - September 2018 )
- Receiving request from Hospitals and Caregiving Homes ( Phone and Text messages )
- Contacting caregivers and nurses for their availability
- Providing Staff to facilities
- Forecasting staff availability and facility needs
GoVa
( September 2016 - May 2017 )
Supervisor / Team Lead
-Handled 6 Australian clients ( Sales, Medical, Accounting, Events org. and appointment setters )
-Handled 23 agents from different clients
EXL Service
(May 2015 – September 2016)
Senior Executive Quality Analyst
- Did close monitoring on agent performance thru call listening.
- Agent coaching to help them improve on their metrics.
- Calibration calls with clients to discuss call handling improvements, red flags and the like.
- Handles Escalation calls.
- Other
Convergys Phils
(May 2011 – March 2015)
Transaction Monitoring Evaluator
- Did QA functions by monitoring agent performance (side by side/recordings)
- Performed behavioural analysis on agent call handling for call process improvements.
- Agent coaching to help them improve on their metrics.
- Conducted QA talks for old agents and orientations for new agents.
- Calibration calls with clients.
- Other reports
Vector BPO
(March 2010 – May 2011)
Sales and Customer Service Representative
- Handled both inbound and outbound calls for a website.
- Received inbound customer service calls for existing customers.
- Did cold calling for sales on web space on the website that we were supporting.
People Support Inc.
(May 2006 – November 2009)
Sales Representative
- Handled inbound sales for an internet provider.
Trainings:
● Kaizen Trained - continuous improvement
● Amazon Training Specialist
● Basic Life Support
● High Threat Emergency Care
● Wilderness First Aid
● Wilderness Emergency Medical Responder
● Bushcraft Wilderness Survival Course
EDUCATIONAL ATTAINMENT
Elementary
: University of Southern Philippines
1990 - 1996
High School
: University of Southern Philippines
1996 - 2000
College
: University of San Jose Recoletos – Undergrad 4th yr.
CHARACTER REFERENCES
Saher Sadhiqi
EXL Service - QA Manager
Tel:-
Jesus Guaking
Vector Bpo - Supervisor-
April Guillemer
Convergys TME – Supervisor-
Cathy Ortega
Amazon Philippines-
Jesus Tentativa
Amazon - Operations Manager
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