Keith Bryan Arnold Faunillan

 Synchrony Global Services Philippines Inc. Customer Service Representative September 2022– January 2023 • Handles Seasonal Back-office tasks from stores and customers regarding all facets of Client Credit Card(s). • Resolve credit inquiries in new accounts. • Execute professional techniques for generating additional revenue via retail, credit, and/or product marketing. EXL Service Sr. Executive-Quality Analyst February 2022–July 2022 • Handles Quality Assurance tasks for a Healthcare account. • Listen to calls and evaluate according to the approved standard form Tech Mahindra BPS Operations Team Lead / Group Lead December 2019–December 2021 • Handles tier 1 agents who help the multi-channel operations (voice, chat, email, and social media) for an international retail brand • Coach and manage team performance, including, daily attendance • Ensure program staffing is met through call volume awareness, proper scheduling of each team member, and leaves allocation • Works together with managers and stakeholders for projects that focus on revenue and efficiency targeting customer experience, performance, and outlier management Continuum Global Solutions Quality Assurance Specialist / Team Lead November 2015–December 2019 • Provides qualitative and quantitative analysis to the management as an aid to operations in coaching and development needs. • Quality Approach to Audit, Coaching, and Outlier Management • Spearheaded “Project Polaris” which focuses on leveraging chat support performance through an improvised Quality approach to Audit, Coaching, and Outlier Management. Convergys Technical Support Representative January 2015–September 2015 • Technical Support Associate that specializes in activating cable, internet, and phone for a US Internet Service Provider. Assigned as Temporary SME based on operational needs. Wipro BPS Account and Billing Specialist September 2014–January 2015 • Handles account and billing concerns for a US Retail Company that specializes in payment-related issues, and account renewal for insurance coverage for damage, replacement, and theft. Qualfon Philippines Inc. Level 2 Technical Support Representative January 2014–August 2014 • Works for a US POS company provider that handles technical issues for business establishments • Works as a point of escalation for complex concerns Skills: • Team Management o Coaching o Performance management o Scheduling and staffing (call volume allocation) o Rewards and recognition strategies • Customer Service o Call escalation o Inbound/outbound call, chat, and email o Establishing and Strengthening Customer Relationship • Social Media Management o Engagement o Branding o Customer Experience • Quality Assurance and Audit o Call evaluation/listening o Call audits and analysis Education: University of San Jose-Recoletos Bachelor of Arts in Mass Communications, 2013 University of San Jose – Recoletos – ETEEAP Bachelor of Science in Business Administration major in Operation Management, 2023 Character Reference Melissa Cabardo Team Leader- Renel Traya Team Leader- Janine Semblante Team Leader-