Jocelyn Lopez

 JOCELYN C. LOPEZ (JC) 9-3-D Hensonville Angeles City, Pampanga, Philippines, 2009 Email:-Skype: jclopez_17_1 Landline:- Mobile:- SSS:- TIN:- I am an experienced Customer Service Representative, Collections Specialist (financial advisor), Quality Analyst, Lead Generator and Team Manager. Client satisfaction and quality work are my top priorities. I have been in the call center industry for 9 yrs now. I am hardworking, fast learner and flexible with good communication skills. Personal Data: Date of Birth:    12/17/1981 Age:                 34 years old Civil Status:       Married with 2 kids Education: Bachelor of Arts, Major in English Literature St. Paul University Philippines Tuguegarao City, Cagayan Valley, Philippines Year Graduated: March 2005 Achievements: Class Valedictorian (Elementary) Class with Honors (High School) Merit Award (College) Outstanding Performance (Chief Justice, Supreme Board of Students, SPUP) Quality Certified Customer Care Representative, McleodUSA (telecom account) 6-Time Excellence Award (Client and Customer Expectations) McleodUSA (telecom account) Job History: HOMEBASED August to September 2016 part time online English teacher, Dreasion Tutorial Services Teaching English to Korean and Chinese students (audio only via Zoom classes) January 1 to March 30, 2016 part time Quality Analyst, MoneySpeaks Monitoring calls for a Durable Medical Equipment campaign Coaching agents on call handling opportunities March 2015 part time Appointment Setter, real estate for Howard Tsang (homebased, AU account) August 1 to December 7, 2015 part time Credit Specialist, Cayetalkers Takes IB and OB calls Assessing customer’s credit standing to qualify for a rent to home loan and/or auto loan September 2014 to July 10, 2015 Full Time Lead Verifier, Brokermatch Inc Takes IB and OB calls Verifies lead information for mortgage refinancing account OFFICE BASED May to August 2014       Team Manager (AVP reliever), Iqor Philippines, Inc. (Allied Interstate/JP Morgan Chase account)                                                 Clarkfield, Pampanga, Philippines Handled 15 agents Monitors agent performance and ranking Provides feedback on Performance Improvement Plans Works with Management/Client for Agent and Team Support Takes Supervisory calls/escalations when necessary December 2010 to April 2014      Quality Analyst, Iqor Philippines (Allied Interstate/JP Morgan Chase account - Collections)                                                Clarkfield, Pampanga, Philippines Facilitates Pre and Post Shift huddles Conducts call calibration with the agent, the team and client Performs agent and team-wise coaching for call opportunities Performs escalations to address agent call issues Documents agent performance on call handling, provides feedback/Performance Improvement Plans Works with Management as Support Group January 2009 to November 2010 CSA, Iqor Philippines, Inc. (Wamu/JP Morgan Chase first party)                                                 Clarkfield, Pampanga, Philippines                                                 Takes IB and OB calls (COLLECTIONS) Discusses credit standing and impacts (past due accounts) Offers payment plans/programs that perfectly suits card member’s financial situation July 2006 to January 2009         Customer Care Representative, telecom account (McleodUSA) Cyber City Teleservices                                                Clarkfield, Pampanga, Philippines Receives IB and OB calls Handles customers concern on their phone line concerns (residential and business lines) from technical to billing issues Trainings Attended: 1. Leadership Training for Managers       Iqor Philippines, Inc.                                                               August 22, 2014   Clarkfield, Pampanga, Philippines 2. Global Call Center Education Program       CCIS Educational Foundation (with Team Builder award)                                                               July 6, 2006   Clarkfield, Pampanga, Philippines 3. Campus Journalism                                  St Paul University Philippines                                                                   March 14, 2005                                                                Cagayan Valley, Philippines 4. Leadership Skills Enhancement on Team Building               St Paul University Philippines                                                                                           January 10, 2004                                                                                      Cagayan Valley, Philippines 5. Journalism Seminar Workshop                    St Paul University Philippines                                                                   February 12-14, 2003                                                                Cagayan Valley, Philippines Character References: Resty Daryl Ongoco Senior Executive Service, Cloudstaff Inc. (Former AVP for Quality, Iqor Philippines, Inc.) Mobile:- Elma Manuel Samson Team Lead, Brokermatch, Inc. Mobile:- Mitz Jhona Liwanag Operations Manager, Iqor Philippines, Inc. Mobile:- Josephine Karen Ramos Homebased Freelancer (Virtual Assistant) Mobile:- Loiher Tiglao QA Specialist, Iqor Philippines, Inc. Mobile:-