HEIDY LYNN ARIEM ORDONEZ
: 14-2 Sta. Maria Ave. Sta. Maria II, Balibago Angeles City, Philippines
:-/-
:-WORK EXPERIENCE
Sutherland Global Services
Team Manager January 23, 2017 - Present
Fiserv Card Services – Activations and Lost/Stolen
Manages a team of 15-20 agents, drive their individual performance based on the Standard Work instructions.
Responsible for meeting 10 performance metrics.
Responsible in handling irate customers to avoid corporate complaints.
Provides real time resolution for cardholders who wanted to activate or block their cards.
Audit calls and give feedback to the team members.
Coach team members on their performance on a regular basis. Write and deliver annual performance appraisals.
Use expert communication skills to participate in calibration sessions, participate in conference calls, etc.
Monitor the progress and sustain good performance of the agents by call monitoring and intensive coaching. This is achieved by planning, process adherence and daily/weekly/annual review of KPI’s.
Comes up with a feasible action plans to improve team performance based on opportunities identified.
Drive team performance and motivation.
Set targets/goals through the performance management scheme
Sutherland Global Services
Team Manager October 2, 2013 – November 30, 2016
United Online – Customer Service
Manages a team of 20-30 agents, drive their individual performance based on the Standard Work instructions.
Responsible for meeting 21 performance metrics for 3 Voice LOBs:
Voice and Email - Internet Subscription Programs - Digital Subscriber Line, Mobile Internet, Dial-
Up (Voice Metrics – AHT, Upsell, and Quality) (Email Metrics – SL, FCR, AHT, Quality)
Audit calls and give feedback to the team members.
Coach team members on their performance on a regular basis. Write and deliver annual performance appraisals.
Use expert communication skills to participate in calibration sessions, participate in conference calls, etc.
Monitor the progress and sustain good performance of the agents by call monitoring and intensive coaching. This is achieved by planning, process adherence and daily/weekly/annual review of KPI’s.
Comes up with a feasible action plans to improve team performance based on opportunities identified.
Provides real time resolution for Dialup, DSL, MOB and Email inquires with regards to their billing.
Drive team performance and motivation.
Set targets/goals through the performance management scheme
Sutherland Global Services
Level 2 Escalations November 2012 - October 01, 2013
United Online - Hybrid
This position is sometimes referred to as subject matter expert (SME) and Senior Agent (SA).
Provides advanced solutions for different levels of Digital Subscribers Line, Mobile Broadband & Dail-up issues ranging from billing concerns to technical problems of customers.
Responsible in handling irate customers to avoid corporate complaints.
Acts as intermediary personnel between Level 1 and Level 4, for extreme cases which require further investigation.
Delivers reports on time as requested by the client and/or management.
Sutherland Global Services
Mentor November 2010 - November 2012
United Online – Technical Support
Acting OIC/POC in the absence of the supervisor.
Works hand in hand with the team manager to hit the set goals for the team.
Take real time customer escalation to provide, product, administrative and technical resolutions.
Handles inbound calls from client-customers with technical problems regarding Internet connection and PC problems.
Provides floor support and effectively carry out escalated concerns.
Sutherland Global Services
Technical Support Representative November 2008 - November 2010
United Online – Technical Support
Handles inbound calls from client-customers with technical problems regarding Internet connection (Digital Subscribers Line and Mobile Broadband) and PC problems.
Assists customers in getting back on-line.
Assists customers in setting up e-mail, web mail and other e-mail client software (Outlook, Outlook Express, Mac mail etc).
Demonstrating strong and outstanding problem solving techniques in a fast, effective and friendly customer service.
Acquires resources to facilitate learning activities, which will utilize and obtain a meaningful way to help members in a positive way.
Sutherland Global Services
Email Support Agent September 2007 - October 28, 2008
Blockbuster – Email Account
Handled emails with regards to the movies that customers put on their queue. Also handles shopping cart email queues.
Handled email inquiries where in customers are asking status for the movies that they wanted to rent.
Answers real time inquiries about new movie releases.
Sutherland Global Services
Retention Support Agent October 3, 2006 - August 2007
United Online – Retention
Handles inbound calls from client-customers who wanted to cancel their subscription.
Offers options for customers to retain their subscriptions.. (EX: possible downgrades, removal of other services)
Ensured that all key program metrics (AHT, QA, Save Rate) are achieved monthly.
TRAININGS
LEAD 100
Sutherland Global Services October 23, 2013 - January 27, 2014
Berthaphil 2, Berthapil Compound,
Jose Abad Santos Ave., CSEZ, Clark Pampanga
LEAD 100 for HIGH POTENTIALS
Sutherland Global Services February 4, 2011
Berthaphil 2, Berthapil Compound,
Jose Abad Santos Ave., CSEZ, Clark Pampanga
2Wire 4011G Wireless Modem and Basic Wi-Fi Technical Training
Sutherland Global Services January 15, 2011
Berthaphil 2, Berthapil Compound,
Jose Abad Santos Ave., CSEZ, Clark Pampanga
Internship Program – Digital Infostructure
12/F Jaka 6782 Ayala Avenue, Makati City, Philippines October 2005 – February 2006
EDUCATION
Tertiary Level
Bachelor of Science in Information Technology
Angeles University Foundation June 2002 – April 22, 2006
McArthur Hi-way, Angeles City
Associate in Computer Technology - Graduate, 2004
Angeles University Foundation April 14, 2004
McArthur Hi-way, Angeles City
Secondary Level
Angeles University Foundation Integrated School June 1998 - April 2002
Broadway St., Marisol Village, Angeles City
Primary Level
St. Scholastica’s Academy 1992 - 1998
Cer-Hil Subd., Sn. Fernando Pamp.
Character Reference
Available upon Request
