Giancarlo Matei

Giancarlo C. Matei 795 Sto. Rosario Street, Buhangin Davao City, Davao del Sur Philippines 8000 Mobile number: (- Email:- OBJECTIVE: To secure a position with your company to share my skills and create a lasting relationship that would benefit the best interest of the company and myself. EDUCATIONAL BACKGROUND: College: Tecarro College Foundation, Inc. SIR Sandawa Rd., Matina Davao City, Davao del Sur Phillipines 8000 Bachelor of Science in Nursing 3rd year level WORK EXPERIENCE: Synnex-Concentrix 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 PERSONAL REFERENCE: Mrs. Lovelie Chiong Sutherland Global Services Quirino Street, Davao City, Davao del Sur Account Manager- Mr. Marlon Corpuz Global Alchemy Web Solutions F Torres Street Supervisor- Mr. James Robert Chiong 2nd and 3rd Floor, Lucita Bldg. Lapu-Lapu cor Sobrecary Street, Davao City, Davao del Sur Recruitment Manager-