JayH Sheldon Avila

JayH Sheldon Avila 103 C. Padilla Street  Cebu City  Phone:-  - Personal Summary Highly motivated, detail-oriented, confident individual with exceptional multi-tasking capabilities and able to work in a target driven, busy environment. Proactive stance in analyzing and troubleshooting. Excellent attendance and punctuality records. Adept at working independently or as part of a team. Can communicate effectively with people from diverse backgrounds and would be an asset to any employer who respects loyalty and responsibility. Keen to find a challenging position within an ambitious employer where I will be able to continue to increase my work experience & develop my abilities. Previous position: Quality Evaluator Responsible for daily audit of multiple programs for accuracy and turnaround time. Identified and analyzed document problems with program function, output, online screen, or content. Used various reports, analyzed and provided trend results to management and supervisor to monitor performance metrics and enhance performance by improving awareness Coordinated with management to establish performance metrics and developed training plans to address performance improvement goals Facilitates and/or participates in calibration sessions/call listening sessions with Operations, Program Management and clients to ensure consistency and best practices. Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall call quality and recommend changes. Facilitates Quality new hire talks and quality refreshers. Maintain forms and definitions documents. Onboarding Operations Partners as well as colleagues with new processes and navigation of listening tools, evaluation forms and data reporting. Creates quality reporting, analysis and presentation. Developed and executed manual and automated evaluation guideline tracker for management and quality accuracy reports and tracked results via Excel. Core Competencies Strong customer service and communication skills Excellent skills in analyzing and recommending procedure improvements Superior ability to interpret complex data and related procedures on a variety of levels Proficient with Desktop software (Word, Advanced Excel, Power Point, CorelDraw, Photoshop) Exceptional critical thinking and problem-solving skills High organization and presentation abilities Professional Experience Customer Account Executive- Cyber City (Dec 2009- may 2010) Staff nurse – Governor generoso municipal Hospital (Dec 2010-may 2011) customer account executive - Convergys Services philippines (July 2011-sept 2014) Quality Evaluator- Convergys Services philippines (sept 2014- present) Education Davao Oriental State College of Science & Technology Guang-guang, Mati, Davao Oriental Course: Bachelor of Science in Nursing June 2005 – March 2009 Character Reference Maxx Jubay Quality Manager Convergys Services Philippines Jillian Lavada Quality Supervisor Convergys Services Philippines -|- -|-