JEFFREY E. GUTIERREZ
Muntinlupa City, Philippines |-
More than 13 years of work experience in the BPO industry.
Strong knowledge in US medical insurance products.
Proficient in Microsoft Excel, Word and PowerPoint tools.
Sept 2018 to Present Party Characters for Kids
Freelance Processor
Ensures vendor availability on client party reservations.
Identifies and contacts the best vendors in database via outbound call, SMS or email to check availability for the clients’ events.
Addresses various vendors’ issues like extra travel fee or mascot unavailability thru effective negotiation.
Frequently documents task-related activities, from key conversations from vendors up to end result of the client’s event.
Daily touch base with Sales and Customer Service teams for process improvement.
Sept 2018 to Sept 2019 Alorica
Team Manager
Hires and mentors team members to an effective and profitable result.
Hires the right individuals according to campaign qualifications and standards.
Identifies team members’ most impactful behavior for coaching process and development.
Supervises schedule adherence to ensure staffing per interval is met.
Develops reward programs and out-of-office team activities to boost employee morale.
Partners with Training, Workforce and Quality teams for seamless day-to-day operational activities.
May 2010 to September 2018Alorica
Quality Assurance Associate
Evaluates, documents and reports agent quality performance
Conducts quality related assessment against internal and client standards thru call monitoring of agent performance.
Provides feedback to team managers regarding areas for improvement of their team members.
Participates in internal and client calibration sessions to ensure standardized quality goal understanding.
Tracks in detail all observations from call monitoring.
Supports the program in addressing high call volume by taking agent-level calls.
Recognized as the QAA of the Quarter for the second quarter of 2017 and Top Quality Assurance Associate for the first quarter of 2016.
March 2007 to May 2010APAC Customer Services, Inc.
Customer Service Representative
Handles inbound customer service calls.
Resolves provider inquiries by utilizing available tools and resources.
Documents in-scope calls to ensure resource availability during training and review of customer issues.
Certificate of Most Valuable Employee from March to May 2009 and July 2009.
2003 to 2007De La Salle University – Dasmariñas
BSBA Major in Economics
Worked on the thesis Impact of Micro Finance on Rural Banking in Cavite
1999 to 2003San Beda College Alabang (formerly St. Benedict College)
Arts and Letters pre-college section during 4th year
