GIO
FORMALEJO
PROFILE
I am looking for a suitable
job and opportunity where I
could use my knowledge
and develop my personality
as a career person while
utilizing my skills. To bring out
the best of my potentials
and for the benefit of my
employer, the community
and Myself in preparations
for the future advancements
to the top management.
CONTACT
-
EMAIL-
WORK EXPERIENCE
Sitel Philippines | May 10, 2015 – February 2016
Customer Service Representative
Proficient in MS Office
Upwork Website
Freelance Graphic Designer
Creating and Designing logos, banners, business cards
and etc.
Sitel Philippines | February 2016 – 2017
Quality Analyst
To audit the number of calls given by the client on a
daily basis.
Provide feedback and recommendations to the agents.
Internal and external calibration sessions.
FCR Scrubbing – to validate if the repeat call of the
agent is agent driven or non-agent driven.
To ensure that the agents are following the quality
guidelines set by the management.
Generating reports like Running QA scores of the agents
with analysis and common markdowns of the agents.
Handled OCP agents – required to have 2 audits per
agent per week plus 1 on 1 feedback session.
SKILLS
Good communication skills
Planning/Organizing
Identifying the customer’s
concern
Good communication skills
and providing resolution to
a problem over the phone.
Flexibility
Computer Troubleshooting
Active Listening
Critical Thinking
Monitoring
Reading Comprehension
Uber Systems Inc. |-
Quality Analyst
Evaluates emails and calls from the agents to ensure
that Quality Guidelines and proper procedures are met.
Provides feedback to agents to continuously improve
how they handles riders and drivers of Uber.
Calibration session with clients and product managers
for process improvement goals.
Clickstaff Co. Lmtd. |-
Country Manager
Clickstaff Company Limited is a software distribution
company based in Ho Chi Minh, Vietnam that focuses on
block chain and other Cryptocurrency projects.
EDUCATION
Bachelor Of Information Technology
Quezon City Polytechnic University-
