HANNAH MAE L. CUACHON
7222B M. Ocampo Street
Pio Del Pilar, Makati City
Contact No.:-
Email:-
Objective:
To secure a challenging position, to share and utilize my knowledge and skills in accordance to
the company’s policies and objectives.
Work Experience:
Spokenwine Pty Ltd.(e-Commerce)
Queensland, Australia
Part time Virtual Assistant(March 2016 to present))
Manage email account of the CEO, correspondence to internal and external customers, send follow up
email to retailers.
Update product details, pricing, images and other attributes using Magento.
Basic reconciliation of account using Xerox
Send weekly summary reports on purchase orders, invoice and follow up on payment.
24/7 Inc. Philippines
8F Insular Life Bldg. Ayala Ave Makati City
Team Leader (June 2008 – October 2015)
Supervised a team of at least 12-15 FTEs for 3 different LOBs (Small and Medium Business, Residential and
Wireless Broadband for Australian Telecommunications Company)
Manages team performance with their daily task with key LOB Metrics: Net Promoter Score , First Call
Resolution, AHT, Absenteeism, Productivity, Staffing Interval Conformance
Send daily reports on team performance metrics
Managed KPI and behavioral performance by providing coaching and feedback
Provides coaching to agents on performance and behavioral concern; issuing managerial action plans for
violations of the company code and policy.
Provides leadership, guidance and support to ensure creation of a positive and productive work
atmosphere and team spirit.
Managing employee services responsibilities for the line of business. I.E. Manual Leave request,
OTR/OTND approval, and additional incentives (technical skills pay) for the business.
Providing real-time support to Customer Service Representatives taking in calls; taking escalation calls
when necessary.
24/7 Inc. Philippines
8F Insular Life Bldg. Ayala Ave Makati City
Pre-activations Support Agent (June 2007 – June 2008)
Resolving customer concerns and problems at first contact by following a step-by-step call flow approach
Educating customers on inquiries and other product information
Recognizing call-handling procedures, transfer protocols and call related processes that lead to customer
satisfaction
Convergys Philippines. Services
CVG1 Bldg. Ayala Ave. cor. Salcedo St. Makati City
Provisioning Advisor – OnStar(October 2006 – June 2007)
Assist in enrollment of brand-new and pre-owned vehicles.
Convert all calls into sales and close as many sales as possible.
Responsible for meeting outlined production goals and targets.
Learn client’s websites, policies, procedures and any back-end systems they may use for e-mails,
products, and shipping and/or back order information.
Perform other duties, functions and task that are incidental or inherent to your duties, or those which
may be required, requested or entrusted by supervisors.
Seats Solutions Inc.
19F Multinational Bank Corporation Bldg. Ayala Ave Makati
Sales Supervisor (June 2006- October 2006)
Responsible in leading a group of agents in an outbound call center environment.
Monitors agent metrics and performance per day.
Responsible in lead generation report, schedule adherence and monthly statistics
Evaluates the performance and accomplishment of the agents in the team by directly implementing rules
and quotas.
PeoplesupportPhils. Inc.
Ayala cor Gil Puyat Ave, Makati City
e-Rep(March 2004 – May 2006)
Provide accurate and complete product information; answer emails from client’s queries.
Convert all calls into sales and close as many sales as possible.
Responsible in delivering client’s goals with every call received.
Communicate effectively with the internal and external customers.
Trainings and Seminars Attended:
Basics of Leadership Training and Six Sigma Yellow Belt training
Workplace Integrity
Managing Employee Performance
Task Management Workshop
Attrition Management Class for TLs
Problem Solving and Decision Making
Change Management
4DX-I Training
Creative Thinking
24/7 Coaching for TLs
Education:
1994 -1999/ Bachelor of Science in Physical Therapy
Riverside College, Bacolod City
Examination:
Physical Therapist Registered in the Philippines (February 2006)
License Number: 19720
Score: 77.33
Character Reference:
To be furnished upon request
July 2008
May 2010
September 2010
September 2010
March 2011
February 2012
October 2013
October 2013
June 2014
February 2015
