Irene Mabitasan | Freelancer Resume

Irene Mabitasan Voice and data services Manager at West Contact Services Inc. (- |-| 27 years old | National Capital Reg Experience 6 years Previous Supervisor/ Trainer Globe Online International Education Dominican College Bachelor's, Nursing (2008) AMA Makati Bachelor's, Computer Science/ IT (1900) Nationality Philippines PR Philippines Experience Sep 2012 - Present (1 year 7 months ) Voice Services Manager West Contact Services Inc. I serve as the liaison officer between the customer/SALES and the provisioning team; I communicate any information to the customer concerning the order or the customer request. Validate the entered details of the Order Creator and SOA making sure that everything is correct and to avoid future issues. I am the one who tracks the order and makes sure that any issues along the way is being resolved without affecting the due date or the completion date of the request making it seamless. If customer requests for expedite I would be the one who will submit the request to the Expedite team and I am also responsible in following up if there are no updates sent within the date. While with WCSI, I am also tasked to do Monthly Quality Audits for the orders submitted by my colleagues making sure that the touch points or emails that they sent out to customers, account team and Sales are correct, done in a timely manner and provide coaching opportunities to the Area Managers or supervisors of the OS. I am also tasked to do weekly reports for the team making sure that these reports are submitted efficiently with the correct information needed by the District Managers, Daily attendance for our team, one other task that I do for the team is the disconnect report, counterchecking all the disconnect requests submitted by our LOB and making sure that all the necessary information is there like for change order where a disconnect and add is needed the related order numbers should be there too, making sure that due date entered in the spreadsheet is correct after all that has been checked the request is then sent to the Vault or mailbox for completion and for documentation. Lastly I work on our Weekly QA Report which is needed every Wednesday for the Manager’s call, making sure that the team’s average is correct and providing the comparison from last month’s score with the strong points and weak points for the team for that said month. Sep 2011 - Aug 2012 (11 months ) Supervisor/ Trainer Globe Online International Monthly Salary PHP 20,000 Make sure that agents are well equipped before they get on the phone and answer customer’s queries. Help agents hit the metrics by providing constant coaching and call monitoring. Assist agents to provide better customer service. Observes and evaluates agents performance. Also trained agents to communicate better so that it would increase their sales. Apr 2010 - Mar 2011 (11 months ) Supervisor Teleperformance Philippines Monthly Salary PHP 20,000 As a supervisor, my first priority is to assist agents, answer their questions to help them through their call and if customer asks for a supervisor I handle or take the call and ask my agent to listen to the resolution that I would be providing to our client. Also one of my everyday tasks is to give motivation to my agents, make sure that they come in before their log in time and to listen to their calls and grade them and coach them on what would have been a better approach on the customer's enquiry to be able to provide more satisfying resolution. Nov 2007 - Jan 2009 (1 year 2 months ) Customer Care Associate Sitel Philippines Monthly Salary PHP 14,500 As a Customer Service Associate, we answer customers question regarding their telephone bill, calling feature (star codes) and their internet service. We also offer the customers calling features and upgrade customer’s internet service. By December I was transferred to Blockbuster as an email based Customer Service. With Blockbuster we answer customers question regarding the shipment of their movies. Before the end of the year we were transferred back to Bell Canada and as a tenured agent I was assigned to be a floorwalker, assisted the new agents and after a week, handled a team with 8 agents, helped them while they were in Nesting period. Oct 2006 - Mar 2007 (4 months ) Junior Web Designer Sun Valley Rattan Monthly Salary PHP 6,000 Created a website for the said company. Update websites on a monthly basis. Took charge with the online sales of the company. Mar 2003 - Mar 2004 (1 year ) Employee Zero Down Time Solutions Monthly Salary PHP 4,500 I helped in the distribution of internet cards and also helped in programming, and so as web designing. Education 2007 Dominican College Bachelor's/College Degree in Nursing | Philippines Grade Incomplete 2003 AMA Makati Bachelor's/College Degree in Computer Science/Information Technology | Philippines Grade Incomplete Skills Intermediate Customer Service, HTML Languages Proficiency level: 0 - Poor, 10 - Excellent Language Spoken Written Relevant Certificates English 9 9 - Filipino 9 9 - Jobstreet English Language Assessment (JELA) Date Taken 11 Mar 2010 Score 33/40 Additional Info Expected Salary PHP 30,000 Preferred Work Location National Capital Reg, Anywhere in Philippines, Anywhere in Malaysia Other Information While in Bell Canada Offshore Home Phone Billing Department I was awarded as the Best Agent of the Month for our team. About Me Gender Female Address Unit 3018 GA Tower 2 Bgy. Malamig Mandaluyong City.