Jessica C. Atienza

JESSICA C. ATIENZA PERSONAL PROFILE CONTACT ME AT: - Lawin St., Unit 5 Barangay Commonwealth Quezon City, 1121 Philippines- I am Jeca and I've been with the BPO Industry for more than 11 years now. I do believe you'll never get tired when you love what you do. I love sharing best practices and knowledge I gain based from my previous experiences. For me, working with a can do attitude with integrity is the key to do the job easily. WORK EXPERIENCE Reports Analyst Safer Road Rescue | May 12, 2021 - Present yourvirtualace jessicacatienza SKILLS SUMMARY QA Call Monitoring Generating Report Technical Support Customer Service Data Analyst (Support Role) Process Improvement Safer Road Rescue (Bigtime Management Inc) is a towing service company that accepts calls from customers that needs a tow service in USA. On a daily / weekly basis, the following tasks are being done. Creates the Performance Reports for the Agents Weekly ( This includes the KPI from Ring Central, Workiz CRM) for the productivity report. Computes for the Bonuses to be received based on the completed / converted jobs by the agents. The team uses Google apps like Google sheets and MS office apps like MS Excel for data gathering and data presentation. Conduct an orientation with newbies regarding the bonuses to be received once endorsed to production. Quality Assurance Lead Pixsell Creatives Inc | July 2020 - December 2020 Helps the training team to ensure that newbies were trained based to their specific accounts. Monitoring live and recorded calls of the agents & verifiers for the following accounts ( credit card, time share). Handled QA team to do calls monitoring, ensures that the processes and policies were followed by the agents accordingly. Prepared EOD reports for the records. Sales Representative - Inbound United Nations Auto Parts | November 2019 - March 2020 EDUCATIONAL BACKGROUND Quezon City Polytechnic University 673 Quirino Hghway, San Bartolome, Novaliches Quezon City, Philippines Bachelor of Science in Information Technology June 2005 - March 31, 2009 American Elite Autoparts (United Nations Auto Parts) is an account managed by an Indian owner. This was a pioneering account that caters truck and car parts. Dealing with US clients, we provide suggestions to customer and sell parts they need. We were given the ff tasks : Opening the call, identify the customers' car year, make and model and asked for the parts needed. Checked the car parts from our online resources to check whether the part is available based on the customer's location. Transfer the call to the closer, to give the final details regarding the prices to be paid, the shipping information and gather credit card information to complete the process. Sales Representative / Verifier / Closer - Outbound Cygnal Technologies Inc| July2019- January 2020 Cygnal Technologies helped me out when it comes to my selling abilities. Lots of account have been provided and trainings were given timely. Other accounts handled were UK Supercard, RT Van (Florida market) and a lot more. However, below accounts were focused since it requires a lot patience and eagerness to close a sale. Time share for Canada market, I was one of the Verifier and closer of the team for appointment setting. Ensures that client was able to attend the booked schedule and ale to get the freebies as promised. 2. Handled pharmacy account, wherein we sell medicines for customers who patronized ED medicines, pain relievers and what not. Consultant - Sales / Tech support / Chat support Sutherland Global Services | December 2018 - January 2019 Provide assistance to customers who's planning to have an online identity, website, webhosting, emails etc. Help customers regarding technical issues related to domain names, emails and the like. Upsell to existing customers who needs additional features for their websites. Tech Support - Universal Agent Sykes Asia Inc |June 2018 - November 2018 I worked with Sykes Asia Inc and was able to handle Google account for both UK and US market. One of the universal agent tech support for : Google play apps Pixel phones(1 - 3) Pixel phones(1 - 3) Ensures that quality of service was provided to every customer. Tech Support Alorica Inc |August 2017 - May 2018 As a technical support for DELL account, I make sure that the following tasks were provided. Identify the main issue for laptop and desktop computers. Conduct every possible troubleshooting for specific issue. Raise a ticket and create a dispatch for fixing tangible parts. Follow up and closing the case handled with quality. Data Analyst - Level 12 / QA / Sub SME Accenture Inc | August 2010 - January 2017 Handling healthcare account as a Level 12 - Data analyst, Sub SME and Quality Analyst. We ensure that the following tasks are met. Reviewing documents submitted by the providers. Ensures that end to end process for affiliating providers were followed based on the states' mandate. Ensures that the newbies and tenured folks completed transactions were checked 100% before submission. Assisting the team when the Team Leader & SME were unavailable. Attending calibration call to ensure that processes are aligned based on the client's requests.