Irene Claire V. Palma

IRENE CLAIRE V. PALMA Email:-Mobile number:- CAREER OBJECTIVE Seeking a position in the field of Business Process Outsource Company where extensive experience will be further developed and utilized offering career advancement and increasing responsibility in a reputation institution to demonstrate a high level of motivation to succeed. CAREER PROFILE Determined and decisive, uses initiative to develop effective solutions to problems. Excellent interpersonal skills-good communicator, leadership, high integrity. Seeks new responsibilities irrespective of reward and recognition. Results oriented-focused on productivity and high-yield activities. Energetic and positive outlook which often inspires others. EDUCATIONAL BACKGROUND January-Bachelor's Degree Bachelor of Science in Information Technology St. Paul University Philippines Tuguegarao City 3500 Capstone ProjectWorkplace Surveillance Monitoring with Remote Desktop Protocol June 2009-March 2009 Secondary St. Paul University Philippines September 1999-March 2005 Elementary Tuguegarao West Central St. Paul University Philippines Work Experience ­­ Subject Matter Expert in Sutherland Global Services (Account: Microsoft Technical Department Chat and Voice Support (from-) Ensure Team Performance were specifically explained and handled together with the metrics needed. Non-Sat Analysis, Quality and Process Management was observed through scrubbing of cases taken by the consultants. Coaching and Action Planning within the specific support boundaries and needed action for maintaining and surpassing metrics. Chat flow and Documentation process were explained and drive to the consultants for proper process. Drive and Encourage consultants through face to face coaching and team huddles regarding team performance and especially individual performances. Ensure to meet all specific reports including action plan to be discuss with the presence of the Team Manager and if ever together with the Account Manager. Attend all collaboration meeting and Technical Meeting with the Technical Advisor provided by the Client. Attend yearly review presentation with the Client to check Team Performance and Cluster Performances. Support consultant with the technical skills and ideas needed as well as ensuring the consultant to provide best quality of service with a supporting links to provide to the customer, Lastly Demonstrate flexibility and team work by supporting other team members outside the cluster (as well as within the cluster) to be able to encourage and help other consultants. Process/Product Trainer in Majorel formerly known as Arvato Bertelsmann -) Develop and ensure quality training for all employees and New hire employees for the account Provide real time support to new hire and tenured agents Provide refresher training/Up skilling and Weekly trend huddles to address areas of improvement for the account Collaborate with Operations and Quality Team to create innovations that would help agents and the account Deliver 100% throughput for every New hire Training Collaborate with clients for feedback and suggestion for the account’s improvement Analyze data and provide action plan for new hire and tenured agents Demonstrate flexibility especially when training is needed, demonstrate team work by supporting other team members to be able to encourage and help other agents. TECHNICAL SKILLS Able to work the following software application: Office Applications Multimedia Applications – Adobe Photoshop, Macromedia Flash, Adobe Flash and Sony Vegas, Sound Forge Audio Studio and CMS (Joomla and Wordpress) Knowledgeable in Technical/Customer service LANGUAGE SPOKEN ­English Filipino Work Recognition BEST SME for the Month of AMJ – Sutherland Global Services- July 29,2016 BEST TEAM in Up and Running Microsoft Voice Month of April – May 27, 2016 Best Trainer in Majorel University Recognition OUTSTANDING STUDENT AWARD-TECHNOPRENUERSHIP – SPUP,Cagayan,Philippines – May 19,2012 BEST ADVERTISEMENT AWARD TECHNOPRENUERSHIP – SPUP,Cagayan,Philippines – May 19,2012 BEST WEBSITE AWARD TECHNOPRENUERSHIP – SPUP,Cagayan,Philippines – May 19,2012 TOP TECHNOPRENUER AWARD TECHNOPRENUERSHIP – SPUP,Cagayan,Philippines – May 19,2012 Certificate of Recognition- PROFICIENCY AWARD IN MULTIMEDIA SYSTEMS-St. Paul University Philippines-March 10, 2013 Certificate of Recognition-PROFICIENCY AWARD IN VISUAL BASIC.NET-St. Paul University Philippines-March 10,2013 Certificate of Recognition-PROFICIENCY AWARD IN NETWORKING-ST. Paul University Philippines-March 10,2013 Certificate of Recognition-PROFICIENCY AWARD IN C#.NET-St. Paul University Philippines-March 10,2013 Certificate of Recognition-DEPARTMENTAL COMMUNITY SERVICE AWARD-St. Paul University Philippines- March 10,2013 Certificate of Recognition- Departmental Leadership Award-St. Paul University Philippines- March 10,2013 Certificate of Recognition- Best in OJT Portfolio-St. Paul University Philippines-March 10,2013 Certificate of Participation 9th Phil. Youth Congress in Information Technology- University Theatre-UP DILIMAN- September 21, 2011 Certificate of Participation 10th Phil. Youth Congress in Information Technology- University Theatre-UP DILIMAN- September 10-11, 2012 CERTIFICATE OF RECOGNITION for DEPT. of Culture and Performing Arts-SPUP,Cagayan,Philippines –July 21, 2012 CERTIFICATE OF RECOGNITION for Campaign Jingle Composition Award-SPUP,Cagayan,Philippines –July 21, 2012 CERTIFICATE OF RECOGNITION for DEPT. Leadership Award-SPUP,Cagayan,Philippines –July 21, 2012 CERTIFICATE OF PARTICIPATION for SITE STUDENT LEADERSHIP AWARD-SPUP,Cagayan,Philippines –July 21, 2012 Working Committee, INNOVATE ITE REGIONAL CONVENTION '11- Information Technology and Engineering Convention – SPUP,Cagayan,Philippines – February 9-11,2011 Technical Assistant in Action Scripting- INNOVATE ITE REGIONAL CONVENTION '11- Information Technology and Engineering Convention – SPUP,Cagayan,Philippines – February 9-11,2011 Technical Assistant in ADVANCED .NET PROGRAMMING- INNOVATE ITE REGIONAL CONVENTION '11-Information Technology and Engineering Convention – SPUP,Cagayan,Philippines – February 9-11,2011 Working Committee- INNOVATE ITE REGIONAL CONVENTION '12-Information Technology and Engineering Convention – SPUP,Cagayan,Philippines –January 11-13,2012 SEMINARS/WORKSHOPS/CONFERENCES ATTENDED SITE CONVENTION INNOVATE ITE 2010 – 5th Floor Learning Resource Center, SPUP,3500 INNOVATE ITE REGIONAL CONVENTION '11 – Information Technology and Engineering Convention – SPUP,Cagayan,Philippines-February 9-11,2011 PHP and ORACLE – SPUP,Cagayan,Philippines-July 17-18, 2012 SYSTEMS AUDITING AND SECURITY – SPUP,Cagayan,Philippines-July 20,2012 9th Phil. Youth Congress in Information Technology- University Theatre, UP DILIMAN September 21,2011 10th Phil. Youth Congress in Information Technology- University Theatre, UP DILIMAN September 10-11,2012 OTHER INVOLVEMENT University SITE Representative -) Senator of Paulinian Student Government -) Councilor of SITE Supreme Board of Students -) Mayor of SITE Supreme Board of Students -) AFFILIATION Member, Junior Philippines Computer Society Character Reference Kimberly Sia (Operations Manager) - Grace Symrna Santos (Operations Manager) -