Hannaa – Kriss T. Lamatao
Ciudad de Iloilo, Brgy. Calimpang, Iloilo City, Iloilo, Philippines-
Email address:-
A registered nurse but works in a call center industry for about 8 years now. Committed to superior customer service and is highly adaptable working in fast-paced environments demanding strong organizational, technical and interpersonal skills. Detail-oriented, and resourceful in completing projects and is able to multi-task effectively. Highly self-motivated and a goal oriented professional.
PERSONAL DATA
Age:29
Date of Birth:Davao City, Philippines
Gender:Female
Civil Status:Single
Height:154.98 cm
Weight:60 kg.
Nationality:Filipino
Religion:Roman Catholic
EDUCATIONAL BACKGROUND
Tertiary Education:
Bachelor of Science in Nursing
University of San Agustin
Gen. Luna St., Iloilo City 5000 Philippines
2004 – 2008
Secondary Education:
Dueñas General Comprehensive High School
Dueñas, Iloilo
2000 – 2004
Elementary Education:
Davao Special Education Learning Center
Davao City, Philippines
1997 – 2000
Ateneo de Davao University
Davao City, Philippines
1994 – 1997
ACHIEVEMENTS
A Registered Nurse since 2009
Graduated as the Salutatorian in High School
Graduated 3rd Honorable Mention in Elementary
SKILLS
Fluent in English with excellent oral and written communication skills.
Good in Microsoft Office applications (Excel, PowerPoint, etc.).
Great customer service skills with technical background.
Able to work in a team structure and communicate effectively.
Makes decisions and solves problems pretty well, applying good judgment at the same time.
WORK EXPERIENCE
SPI GLOBAL CRM Inc – February 16, 2009 to present
Learning Specialist – November 2013 to present
A Learning Specialist (Trainer) have the following primary job responsibilities but are nor limited ro:
Conducts training for newly hired agents regarding call flow as well as products and services that we offer.
Provides up-training to cascades news and additional information regarding the business to the Operations and Support Groups.
Creates and administers after session assessments or quizzes to measure the effectiveness of the training given.
Creates training materials/activities as support for the Operations and Support Groups.
Answers calls as a monthly requirement and/or provide support during queue escalations.
Provides supervisory support during transition of newly hired agents during New Hire or Conversion Training.
Advanced Technical Support (Dr. Dish) – March 2013 to November 2013
An Advanced Technical Support works just like an Advanced Customer Service Representative (Certified Tech) but has the liberty to troubleshoot the way they want, focusing more on fixing the issue right away. On top of the issues troubleshot by the latter, an Advanced Technical Support also includes troubleshooting issues encountered by customers in Recreational Vehicles (RV).
Advanced Customer Service Representative (Certified Tech) – December 2012 to March 2013
Helps customers fix issues with their satellite TV programming and/or equipment through troubleshooting steps provided by the company. Listed below are the issues that we troubleshoot.
1. Video/Picture Issues
2. Guide/Search Issues (Authorization)
3. Remote Issues
4. Power Issues
5. DVR/Timers Issues
6. Audio Issues
7. Receiver Noise Issues
8. Adding/Swapping Receiver Issues
9. Connectivity Issues
Customer Service Representative – February 16, 2009 to December 2012
Deals with Dish (Satellite TV Provider) customers and handles almost all that they’re concerned about their account(s), such as:
1. Profile modifications (like name and address),
2. Billing concerns (billing explanation, taking payments, etc.),
3. Programming changes,
4. Online account set up,
5. Equipment upgrade,
6. Basic troubleshooting, and
7. Appointment modifications.
Aside from the functions listed above, here are other tasks that I have covered as well:
Subject Matter Expert – August 2013 to November 25, 2013
Teaches New Hires how to handle tech-related concerns of customers.
Covers discussing the technical issues and troubleshooting taking in consideration Key Performance Indicators, such as CSAT (Customer Satisfaction), AHT (Average Handling Time), and QA (Quality Assurance).
Conducts Tech related constructive training purposes through call sampling and role play scenarios.
Provides team coverage or floor support to New Hires whenever they do their call simulation.
ATL (Assistant Team Lead) – November 2013
Works hand-in-hand with Team Leads or Supervisors in developing agents’ performance.
Manages team’s performance on a daily basis to at least meet the goal set for the month.
Ensures that each member of the team provide correct solution to customer’s technical concerns.
Drives the team to provide excellent customer satisfaction without sacrificing other key metrics.
Cascades updates to the team whenever necessary to enhance productivity.
Communicates performance with the individual team members and constantly monitors performance in terms of agreed Key Performance Indicator.
Monitors agents’ call, provides coaching and feedback, and being responsible for delivery of the defined customer experience in every call.
Ad Hoc Trainer – November 25, 2013 to June 2014
Handles up training of Frontline Agents and/or Supervisors and Managers regarding product knowledge and/or business changes.
Conducts up training for new hires, covering in detail basic technical concerns and troubleshooting, billing concerns, and excellent customer service.
Manages conversion training of agents from Customer Service Representatives to Advanced Customer Service Representatives (Certified Tech).
Conducts constructive training through buddy-listening activities, one-on-one discussion of products, call sampling and role playing.
Sends reports to the management regarding agent’s performance during the training session and provides action plans for their respective supervisors or managers to follow up.
CHARACTER REFERENCES
Ronald Meciano
Manager, Training and Development
SPI CRM Inc
Mobile #:- or-
Email address:-
