Geother A. Tilos
162 Villa Fortunata Batinguel
Dumaguete City, Philippines.
Mobile: -
Email:-
Job Objective: To be part of the company in order to bring about continuity for the company by using my skill set to your best advantage.
Highlights of Qualifications:
Experience in supervising agents, providing customer services in a telecommunications industry.
Exceptional knowledge of database
Ability to multitask and prioritize work
CAREER HISTORY
Shift Manager – September 2010 - present
Employers name – Qualfon Company.
Responsible for training and supervising Call Center agents and supervisors to ensure that productivity goals are achieved and deadlines met.
Duties;
Providing leadership, management and guidance to all agents.
Conducting performance reviews to agents.
Handling any customer complaints.
Responding to customer email or telephone inquiries.
Ensuring high quality and accuracy of work from agents.
Putting together daily performance reports for senior managers.
Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.
Troubleshooting any operational problems.
Tracking the performance of agents.
Being visible at all times to all agents and managers.
Providing feedback and coaching to agents for development.
Quality Analyst – June 2010 - September 2010
Employers name - Qualfon Company
Customer Service Agent – April 2010 - June 2010
Employers name - Qualfon Company
Customer Service Agent – March 2008 - February 2009
Employers name - Qualfon Company
Customer Service Agent – March 2006 - February 2008
Employers name – ePLDT Parlance
KEY SKILLS AND COMPETENCIES
Professional
Knowledge of call center management techniques.
Able to type 40 words per minute.
Ability to assess talent, manage people and motivate others.
Managing a team with special skills.
Knowledge of disciplinary procedures up to and including employee termination.
Proficient in Microsoft Office, Excel, Word, Power Point.Photoshop & Outlook.
Properly handling confidential information.
Able to provide report with graphs and effective action plans.
Personal
Strong decision making ability.
Willing to work changing shifts, weekends and holidays.
Able to sit in front of and work on a computer screen for long periods of time.
Able to excel among others.
AREAS OF EXPERTISE
Managing People
Call Handling
Issue Resolution
Customer Service
Analyze Quality
Account Development
Trainings and Achievements
Achievements:
Hardcore Quality Analyst
Top Tier 1 Supervisor
Top Tier 2 Supervisor Group
Top Tier 3 Escalation Team
Top Supervisor for Refund
Work on all overtime pays for the entire agents.
Point of contact for eLearning (entire center including staffs).
Trainings:
Six Sigma Greenbelt
Supervisors Academy
ACADEMIC QUALIFICATIONS
Silliman College (Information Technology) - 2006
High School Graduate - St. Louis School Don Bosco-
