Kaye Pancho

Kaye Ong Pancho Address: Email: Mobile: Baliuag, Bulacan-- Skills and Qualifications:              4+ years of experience in customer service 3+ years of experience in taking escalated calls 2+ years of experience in Retention Department - saving customers’ accounts from cancelling 2+ years of experience in dealing with customers’ bill, providing adjustments if necessary 2 years of experience in mentoring/training account new hires 2 years of experience in monitoring for quality assurance 2 years of experience in providing feedback for development 2 years of experience in supervising agents / managing teams Good communication skills in English Good interpersonal skills and teamwork Can work in a fast-paced environment with minimal supervision 80 wpm with 100% accuracy Proficient in MS Word/Excel/Outlook Work Experience: Concentrix (2012 – 2016)  Technical/Customer Support Representative -) o Assisted customers with their equipment o Answered billing questions o Promoted other services the customers could order  Account Retention Specialist -) o Took escalated calls transferred by a frontline o Deals with complaints about the bill and provide adjustments if necessary o Saved customers’ accounts from cancelling and provided value of their account  On the Job Trainer / Mentor -) o Took calls with the new hires o Provided feedback for the new hires’ development o Kept track of the new hires’ individual progress  Includes their performance during live calls, role plays, and OJT-provided feedback o Collated and presented the new hires’ individual and overall batch performance  Emailed summaries with attached excel/word reports to the trainers  Presented the data to the managers and transition pod/nesting Team Captains o Covered for Team Captains while they’re on leave or training  Took in escalated calls  Monitored each agent and provided feedback when needed  Submitted an end of day report about the team’s performance to the managers Diane Pendle - Frontline Accounting (March-July)  Administrative Assistant (Fluid Building Approvals) o Assisted clients in organizing files such as land titles, aerial maps, and building plans o Completed searches from reliable websites and upload them on the system for approval o Sent emails to clients/customers regarding the process and requirements to follow Educational Background: College: Fernandez College of Arts and Technology -) – Bachelor of Science in Nursing