Joric Jan F. Into

Joric Jan F. Into Deca Homes Subdivision, Indangan, Davao City -- SUMMARY OF SKILLS AND CAREER HIGHLIGHTS: Quality Analyst – currently a year and counting working as a quality analyst. Conducts Quality talk and certification for new hires. Facilitates call calibration with company clients and production staffs (team leads, managers and senior managers). Spearheads root cause analysis studies and special projects requested by company clients and production managers. Conducts basic call monitoring, referral monitoring, certification monitoring. Has basic Excel skills and prepares insight reports using Powerpoint presentation. Administrates assigned cluster updates using cluster insight reports. Conduct team huddles and upskilling. Subject Matter Expert (SME-New Hire Support) – became SME for newly hired agents a year. Conducts micro-team and class huddles for skill-transfer with scenario-based learning for product knowledge, tools navigation and call handling techniques. Guides newly hired representative during live calls and provides real-time feedback to ease their call handling. Conduct side by side call monitoring and facilitates one on one coaching. Subject Matter Expert (SME-Production Support) – after two years of being an agent, got endorsed to become production support for assigned team and cluster for two years. Supplements product knowledge, promulgates client process and provides real-time guide to production representatives. Staff nurse– cares for patients needs as emergency and ward nurse for a year. EMPLOYMENT HISTORY: IBEX Global Services Quality Analyst May 2018 – Present New Hire Support AT&T ISM/HFC/RC1 campaign: November 2017 to May 2018 Provides assistance to newly hired agents. Production Support/Subject Matter Expert AT&T ISM/HFC/RC1 campaign: January 2017 to October 2017 Provides Assistance to agents. Customer Service Representative/Sales Agent AT&T Blue campaign: September 2014 to June 2015 AT&T UVBT campaign: July 2015 to December 2015 AT&T CBC campaign: January 2016 to August 2016 AT&T ISM campaign: September 2016 to December 2016 Provides customer service and assist customers with billing Synnex Concentrix Technical Support Representative/Sales Representative April 2013 to July 2014 Provides technical assistance to customers. Upsells necessary products to enhance customer’s internet system RO Diagan County Hospital December 2012 to February 2013 Cares for the patient’s immediate needs. Claire’s Repacking January 2010 to October 2012 Supervisor for production JJ’s Quality Foods February 2009 to December 2009 EDUCATIONAL ATTAINMENT: Trainings/Certification: Very Important Performer 2016 Very Important Performer 2017 Top 1 SME 2017 ASAP Training 2017-Certification training for Supervisory position Quality Core Training 2019 Introduction to six sigma 2019 - Dadiangas heights elementary school primary Education - notre Dame of Dadiangas University-Integrated Basic Education Department Secondary Education - Bachelor Of Science In Nursing notre Dame of Dadiangas University Character Reference: Janiemae Carnelian Pinol QA Supervisor January Mateo Team Leader Eva Camille Embudo Team Leader Jericho Lumbera Team Leader UVT-Operations Edgie Glegoric Alavarez Team Leader CBC-Operations Ivan Jay Bajado Team Leader HFC-Operations