Giancarlo Matei

Lanang
Davao City, Davao del Sur
Philippines
Dlink Technical Support
Technical Support Representative
Provides first level of support to North American customer’s for Networking Device Configuration and Technical Issues
Answer any product specific inquiries and transfers to specific department per customer need and/or request

Sutherland Global
Quirino
Davao City, Davao del Sur
Philipinnes
AT&T ConnecTech-Technical Department
Sr. Consultant
Provides Tier 3 Level of support to North American customer’s for any Internet related devices and/or issues
Receive escalation tickets and provide best possible resolution for redundant callers and concerns in a timely manner
VXI Global Holdings
Robinsons Cybergate, Bajada
Davao City, Davao del Sur
Philippines
AT&T Uverse Technical Support
Customer Service Representative/Technical Support
Provides 2nd Level of Support for Cable and Internet connection issues for AT&T Customers
Creates dispatch ticket for on-site technicians
Receive escalation tickets and resolve customer’s concern in a timely manner

Global Alchemy Web Solutions Inc.
Plaza de Bole
Torres Street, Davao City
Philippines
Quality and Training Lead
Provides daily coaching for Agent’s
Supervising Junior Quality Analyst and setting individual audit and coaching targets
Provides individual QA score for Agents for MTD evaluation
Creates client specific QA Monitoring Form
Maintain call quality by doing client calibration
Comprehensive Report Analysis for Attendance, KPI’s, Training Success Rate vs Fallout and MTD Agent and QA Score Card
Materializing and creating Training Material for Campaign Specific needs
Record keeping and revision of Training Manuals
Provides training for newly hired Agents and QA
Reports daily to Account Manager for Weekly, Bi-Weekly and MTD stats for QA, Training and Statistical Data Reports
Monthly Business Report presentation of stats and progress for Operation’s visibility
Creates necessary action plans and implementation of new rules for QA and Training

Flatworld Solutions (Philippines)
2nd and 3rd Floor, Lucita Bldg
Sobrecary corner Lapu-Lapu Street, Davao City
Philippines
Quality Assurance Analyst
Provides daily coaching for Agent’s
Provides individual QA score for Agents for MTD evaluation
Creates client specific QA Monitoring Form
Escalates Red Flag Audits to Operations and Client for corrective action
Operation and Client calibration for quality parameter alignment
Maintain call quality by doing client calibration
Training Newly hired QA for support endorsement and transition

Flatworld Solutions (Philippines)
2nd and 3rd Floor, Lucita Bldg
Sobrecary corner Lapu-Lapu Street, Davao City
Philippines
Team Leader
Supervise 20 to 35 Agents
Evaluates Agent performance gaps and creates specific action plan
Coaching Agents
Creates KPI and Evaluation for Agents
Endorse performing Agents for possible promotion

PERSONAL SKILLS:

Can fully utilize Microsoft Office Suite Programs
Can Troubleshoot and Configure Networking Device
PC Tune up and Virus Removal
Good Verbal and Writing Skills in English
Can perform assigned task with minimal supervision
Can provide quality results with minimum resources
Data Entry and Encoding
Report Analysis
Can create training material for account specific needs