Grace Elaine Mamon

Grace Elaine B. Mamon Block 9 Lot 13 Phase 4, Charito Heights Subdivision Barangay Granada Bacolod City Negros Occidental, Philippines 6100- Personal Information             Date of Birth February 26, 1988 Place of Birth Murcia Age 34 Civil Status Married Sex             Female Citizenship             Filipino Religion Catholic Educational Background - University of St. La Salle Bacolod City Bachelor of Education in Elementary Education- Emiliano Lizares National High School- Asuncion Lopez Lizares Elem. School Professional Experience: Transcom Worldwide, Bacolod City November 2009 - November 2011 Customer Service Representative Duties and Responsibilities Responsible for providing customer support for Order Entry Assist customer in their online orders Concentrix, Bacolod City November 2011 - Present Customer Service Representative (TWC-DSOE) Duties and Responsibilities Responsible for providing support Field Reps and Technician with order entry Assist customers in creating account, making account changes and adding services Escalation Support (TWC-DSOE) Duties and Responsibilities Taking in supervisory calls Handling escalation calls Investigating corporate escalations and at risk calls Responds to Clients emails or requests Provides floor support to agents Quality Evaluator (TWC - DSOE Bacolod and Dominican Republic) Duties and Responsibilities Facilitates weekly calibrations for both sites Ensures consistent application of Quality processes across sites Works with Operations and Training Team in handling recursive sessions and Quality Talks Ensures updates from Client are communicated and aligned with Operations Quality Evaluator (Comcast West IP) Duties and Responsibilities Monitors, evaluates and/or audits a sampling of inbound/outbound calls and other contact methods Participates in calibration sessions/call listening sessions with Quality Leadership staffs, Operations, Program Management and Clients to ensure scoring consistency and best practices Participates in internal quality audits designed to improve overall quality and recommend changes Maintains strong program knowledge base,basic understanding of client products,services and/or program strategies Meets departmental productivity requirements Complete phone time to keep current on programs Facilitate quality talks for New hires to ensure guidelines are delivered Monitors new hires transition calls to assess performance and provide insight to improve quality. Character References: Jolina AbestadoConcentrix Philippines Supervisor, Quality10 F TGU Tower, Cebu Bacolod City Mobile no. - Jillian LavadaConcentrix Philippines Manger, QualityBrgy. Mandalagan Bacolod City Bacolod City Mobile no. - Mil Rich EdradaConcentrix Philippines Supervisor, QualityBrgy. Mandalagan Bacolod City Mobile no. -