Genevive Largo

 Genevive Gulmatico Largo Former Team Leader at Convergys Philippines Services (-/-/- |-|-31 years old | Cebu City, Central Visayas Experience: 9 years in Customer service/BPO currently working as a Probationary staff Nurse in medical-surgical private ward Education: BS Nursing, Cebu Technological University in consortium with Cebu City Medical Center-College of Nursing Nationality: Filipino Availability: immediately Trainings/Seminars Attended: October 12-14, 20163 Days Basic Intravenous Therapy TrainingVenue: Vicente Gullas Memorial Hospital Audio-Visual Room October 15-17, 2016Venue: Vicente Gullas Memorial Hospital Audio-Visual Room Topics:Basic ECG Interpretation Skills Workshop and 12-Leads ECG Diagnostics STEMI Recognition Basic Airway Management-Intubation Basic Life Support/Advanced Cardiac Life Support November 7-9, 2016Venue: CCNAPI at ACLSHCSI Rm 3-D Edificio Enriqueta, 422 N.S Amoranto St., corner D. Tuazon St., Quezon City Essentials of Critical Care Nursing Topics: Conceptual Foundation of Critical Care/Adult and Pediatric Cardiovascular and Pulmonary Assessment/Cranial Nerves Assessment, Traumatic Brain Injury, Seizures and Epilepsy Management/Common Pediatric Emergencies/Identifying ECG Basic Rhythms/Invasive Method of Monitoring the Patient Workshops: Nation Institute of Health Stroke Scale (NIHSS), Using the NIHSS Stroke Scale Assessment/ECG Reading/Setting up a CVP Line and Arterial Line/Computing Drug Doses and Concentrations November 11, 2016Venue: PNA J.V Sotejo Auditorium Neurosurgical Advances and Emergencies for the Nurses November 12-13, 2016Venue: International Learning Enhancement for Advanced Development (ILEAD) Training Center, Metro Manila Topics: ASHI Bloodborne Pathogens, Basic Phlebotomy, Basic Arterial Blood Gas Extraction, Venous Blood Extraction, Labeling of Blood Specimen, Safety and Infection Control, and Central Venous Catheter November 14, 2016Venue: PNA J.V Sotejo Auditorium "Delivery! Updates in Maternal and Child Nursing November 25, 2016Venue: PNA J.V Sotejo Auditorium Emergency Cardiac Care Guidelines November 23, 2016Venue: Eastwood Richmonde Hotel 7th National Heart Failure Convention "Reducing the Burden of Heart Failure in the Era of Guidelines Directed Medical Therapy" Experience: February 1-presentProbationary staff nurse, Cebu Doctors' University Hospital February 2012 – September 10, 2016Team Leader/Unit Manager 4 years, 7 monthsConvergys Philippines Services Monthly Salary: Php 39,540.00 ◘Citi Retail Services (Specialty Merchants and Fuels Group) ◘Critical Metrics: NPS, FCR, CRR, AHT Principal Duties and Responsibilities: Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communicationwith team members and being an advocate for team members. Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution. Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.). Through coaching, ensures Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. Demonstrate teamwork by supporting and assisting other Team Leaders as necessary. Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc. Demonstrate flexibility by working varying shifts and responding to unanticipated events. Maintain phone skills while applying knowledge to day-to-day project experiences. June 2010 – January 2012 (1 year and 5 months ) Floor Support Specialist Convergys Philippines Services Responsibilities: 1.) Act as Subject Matter Expert readily assisting agents on their client interaction 2.) Facilitates refreshers and product updates when necessary 3.) Assists Operations in generating LOB reports and recommend action items to close gaps when necessary 4.) Answer supervisor chat or escalated calls (Customer requesting calls backs) 5.) Act as a team leader and handle group of agents depending on business needs. November 2007 – June 2010 (2 years 7 months ) Customer Account Executive Convergys Philippines Services Inc Monthly Salary: Php 13, 500.00 ◘Comcast Order Fulfillment ◘ Non-voiced Customer Account Executive (CAE) of a leading cable, phone and internet provider in the US. Customer account executive handles customer account when they are ordering services online. ◘Critical Metrics: VOC RR, VOC CSAT, Quality, AHT Education Cebu Technological University in consortium with Cebu City Medical Center-College of Nursing Recognition: Cum Laude Skills: Supervisory Skills, Coaching Skills, Customer Service Skills: Intermediate Microsoft Office (Excel, Word, Powerpoint), Data Analysis, Problem Solving skills / Action Planning About Me Gender Female Telephone Number (- Civil Status: Married; 3 children Reading books, watching English movies