Kathleen Bianca Paña

Kathleen Bianca Paña, CHRA --32 Bucal East, Batangas City WO R K EX PE R IENCE Quality Analyst/ SME/ CSR / TaskUs Job Description/s: 01/15/2020- 06/30/2022 Quality Analyst *Calibration with Clients. *Daily audit of agent’s tickets. *Data Analysis for Weekly and Monthly B R for Quality. *Coaching for agent/s and teams below QA K P I. *Make a process matrix for newly updated processes. *Orient newly hired agents for QA K P I/Metrics and ZT P. Subject Matter Expert *Trained newly hired and tenured agents for product knowledge and any process update. * Do process matrix in coordination with clients. Customer Service Representative * Handle different customer concerns (account registration/closure, refunds and withdrawals, troubleshooting technical bugs within app, report abuse, promotions/fulfillment) via chat and email. HR Associate / Lovi Motors Corporation & Autochoice Corporation 05/14/2018- 11/14/2018 Job Description: *Handles the end to end process of recruitment. *Admin task assigned from time to time. * Issuance of Company I D, uniform and all other materials, equipment needed by the newly hired. *Handles different company activities *Coordinates with P ESO * In charge in company’s N PC at DO L E *Directly report to the C EO, General Manager and H R Manager. *Made and Conduct exit interview HR Staff/ TOYOTA LIPA, BATANGAS INC. Job Description: *Handles the end to end process of recruitment * Safekeeps 2 0 1 fi les of all rank & fi le employees *Enrollment of payroll accounts for all employees *Encode profile of newly hired employees to the database and timekeeping; payroll system * Issuance of Company I D, uniform and all other materials, equipment needed by the newly hired. * In charge in doing manning report and memo * Acts as a receptionist in the absence of H R R *Made and Conduct exit interview *Handles different company activities *Coordinates with P ESO * In charge in company’s N PC at DO L E CE RTIF ICATION ● ● CHRA ( Certified Human Resource Associate) Certified Quality Analyst - TaskUs 06/14/2017– 12/09/2017 EDUCATION Bachelor of Science in Psychology - University of Batangas Awards Received: Dean’s Lister A.Y- Affiliation/s: Organization of Psychology Students (O PS)/ Alumni- Member 2013- Present Society of Peer Facilitators-U B Chapter / Alumni- Member 2013- Present Reference/s Mr. Jose Miguel S. Cruz / General Manager / Toyota Lipa, Batangas City /- Ms. Mikaela Karla Mojares/ Quality Manager / TaskUs /- I hereby certify that the above information is true and correct. 0 KATH L E E N B IA NCA PAÑA -