Gene Vicente Llaguno

GENE VICENTE LLAGUNO Address:Brgy. Sooc Arevalo, Iloilo City, Philippines Mobile Number:- Email-Date of Birth:February 27, 1992 Birthplace: Bacolod City Marital Status:Single Skype ID:Paopao.45 EDUCATIONAL BACKGROUND College:University of Iloilo - PHINMA B.S. Information technology Class of 2013 graduate High School:University of Iloilo Class of 2007 graduate SEMINARS Search Engine Optimization Date: August 2, 2012 Venue: University of Iloilo’s Audio Visual Room Open Source System Programming and Technology Date: August 23, 2012Venue: University of Iloilo’s Audio Visual Room Cloud Computing Date: October 4, 2012 Venue: University of Iloilo’s Audio Visual Room SKILLS Capable of computer repairs and troubleshooting, knowledgeable in microsoft excel and power point. WORK EXPERIENCES On the Job Training – Cyberlink Computer Sales  Iloilo City Proper, Iloilo City, Iloilo June 2010 – November 2010 Position: Computer Technician Responsibilities: Computer troubleshooting, networking, reformat computers, virus removal, application installation, printer repairs. On the Job Training – Safelinks Computer Shop  Gloria 168 Building, 21 Ledesma St, Iloilo City Proper, Iloilo City, 5000 Iloilo June 2012 – October 2012 Position: Computer Technician Responsibilities: Computer troubleshooting, networking, reformat computers, virus removal, application installation, printer repairs. Hinduja Global Solutions – Drivecam 2nd Floor of Ayala Techno Hub Bldg., Smallville Complex, Mandurriao, Iloilo City Hired Date: November 30, 2012 – February 2015 Position: Driving Risk Analyst Responsibilities: Review video clips and observe behaviors of the drivers. Video clip analysis. Hinduja Global Solutions – Dex Media 2nd Floor of Ayala Techno Hub Bldg., Smallville Complex, Mandurriao, Iloilo City Hired Date: February 12, 2015 – October 10, 2016 Position: Quality Analyst Responsibilities: Tasked to handle two LOBs to do quality monitoring and evaluation. (Voice and Non Voice) Responsible for maintaining the quality scorecard of the whole account which is reported monthly Creates the dashboard snapshot for the LOBs reported weekly and monthly on business reviews Supervise the LOBs when their supervisor/team lead is on leave. Responsible to do agent coaching Responsible to do a weekly and monthly analysis of the agent/team performance Organize call calibrations weekly Excel training for newly hired QAs Creates QA forms and upload in Verint form designer Provides training and refresher courses on process updates/QA roll outs IQOR – Bell Residential Services Chat Support Mandurriao, Iloilo City, Iloilo Hired Date: October 12, 2016 – March 20, 2017 Position: Chat Support Agent Responsibilities: Assist customers regarding their billing concerns. Assist customers on TV, Internet and Home phone troubleshooting. Upgrade and downgrade customer’s subscription of packages. ACHIEVEMENTS Recognized as “The Most Outstanding Employee Of The Year” by the Hinduja Global Solutions for being the top performing analyst having the highest quality score. Acknowledged last December 14, 2013. Recognized as “The Top Analyst Of The Year In Quality” by Drivecam for having the highest quality score for the whole year. Acknowledged last March 15, 2014 CHARACTER REFERENCES Jove Tondo Team Leader – Hinduja Global Solutions- Karen Z. Armada Jexet Technologies- Dino Espinosa Quality Analyst – Hinduja Global Solutions-