Jose Maria Miguel Gallegos

Josemaria Miguel Gallegos Cell phone:- Email:- OBJECTIVE - A challenging upper level management position with an innovative services company that will utilize my education, and unique abilities to further both the firm’s objective and my career opportunities. SUMMARY OF QUALIFICATIONS - Quick learner - Capable of working effectively with very little supervision - Able to successfully handle multiple assignments and priorities - Strong organizational skills and people skills - Eager to learn and apply new information and skills - Able to work well both independently and in a team environment - Takes great pride in completing projects with accuracy, proficiency and effectiveness - Proficient in Microsoft word and have basic knowledge of excel and power point. WORK EXPERIENCE Transaction Monitoring Evaluator April 2015 – Current Convergys - To measure compliance against established expectations of agent behavior. - Effectively evaluate the call behaviors against a scoring form. The contents of the form - compliance, cross- selling, adherence to policy, etc - depends on what the business decides to establish as its priority and will vary depending on whether it's a sales or a service call center. Methods used to evaluate the calls are through chat or voice. -Reports results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership, Operations, and Account Management) through excel or power point presentation. - Effectively listen to recorded calls, while communicating feedback to enhance the quality of the calls and discourage the bad ones. -Provide feedback and identifies staff training and developmental needs. -Facilitate and/or participate in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program management and clients to ensure scoring consistency and best practices. -Participate in internal quality audits (e.g. periodic audits of existing process to determine process control and efficiencies) designed to improve overall call quality and recommend changes. -Maintain basic knowledge and understanding of client products, services and /or program strategies. -Responsible for meeting departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.). -Effectively facilitate Quality new hire presentation or quality refreshers as needed. -Maintains forms and definitions documents. -Support management focus on review of key drivers, metrics and operational process (including Training) that drive balance scorecards and account profitability. Technical Support Agent / iQuality Analyst Oct 2012 – April 2015 Convergys - Effectively gather customers’ information and determine the issue evaluating and analyzing the symptoms - Successfully delivering solutions for the customers issue - Effectively research required information using available resources without compromising AHT - Follow standard processes and procedures - Effectively redirect problems to appropriate resource - Accurately process and record call transactions using a computer and designated tracking software - Effectively offer alternative solutions where appropriate with the objective of retaining customers’ and client business - Organize ideas and communicate oral messages appropriate to listeners and situations - Keeps customers happy by follow up and making schedule call backs to customers when necessary - Stay current with system information, changes and updates iQuality Analyst -To measure compliance against established expectations of agent behavior. - Effectively evaluate the call behaviors against a scoring form. The contents of the form - compliance, cross- selling, adherence to policy, etc - depends on what the business decides to establish as its priority and will vary depending on whether it's a sales or a service call center. Methods used to evaluate the calls are through voice. - Effectively listen to recorded calls, while communicating feedback to enhance the quality of the calls and discourage the bad ones. -Reports results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership, Operations, and Account Management) through excel or power point presentation. Technical Support Agent March 2010 – January 2011 Sykes Asia Cebu City - Effectively gather customers’ information and determine the issue evaluating and analyzing the symptoms - Successfully delivering solutions for the customers issue - Effectively research required information using available resources without compromising AHT - Follow standard processes and procedures - Effectively redirect problems to appropriate resource - Accurately process and record call transactions using a computer and designated tracking software - Effectively offer alternative solutions where appropriate with the objective of retaining customers’ and client business - Organize ideas and communicate oral messages appropriate to listeners and situations - Keeps customers happy by follow up and making schedule call backs to customers when necessary - Stay current with system information, changes and updates Accounting Assistant January 2005 - February 2008 MGE Taxi Corporation Caloocan City - Successfully kept records of all banking transactions and efficiently prepared the accounts payables invoices and purchase orders, and petty cash and payroll calculations - Point person in processing cheques, maintaining filing and invoice monitoring systems, and audit petty cash envelopes. ACHIEVEMENT - Able to win the top seller during transition and receive a certificate for it - Able to win the dash for cash SKILLS - Microsoft Office Word - Microsoft Excel -Microsoft Power Point EDUCATION 2003 - 2005 College Kalayaan College 1996 – 2000 High school Jose Abad Santos Memorial School Reference: Ms. Melanie Octaviano Operation Manager, TWC-HSD. Cell number:- Ms. Roxanne Cabading Supervisor, Transactional Service Quality Cell number:-