Kevin Rhey B. Ranara
Bachelor Officer’s Quarters
Bonifacio Naval Station, Taguig City
--
To leverage my 3+ years of freelancing and client management experience into a VA Manager with Larviks Investment Group.
PERSONAL DATA
Birth date: 16 May 1988
Age: 29 years old
Height: 5’4
Weight: 80 kgs
Citizenship: Filipino
Civil Status: Single
Religion: Roman Catholic
CORE COMPETENCIES AND SKILLS
Strong Character Ethics
Effective Communication Skills
Managing Performance
Developing Self and Others
Continuous Improvement and Problem Solving/Decision Making
Planning, Organizing and Responsible Execution
Highly Skilled in Excel, Word, Powerpoint vital in Client Presentation and Reports
Root Cause Analysis, Action Planning, Performance Readouts, etc.
Advocate of Coaching to behaviours in driving performance
Leads by Example
Learning Principle: “Constructivist Approach” – learning by doing
WORK HISTORY
A.) Virtual Assistant
Company Name: StartUpNow via UpWork
Date: January 2014 – August 2014
Tasks: Article writing, link building, keyword research and calendar management
Tools Used: Wordpress, Google Calendar
B.) Virtual Assistant and Project Manager
Company Name: Tech Diva Media
Date: February 2014 – Present
Tasks: Website management, social media management, project management, others
Tools Used: Wordpress, Google Calendar, Producteev, Mailchimp, Aweber, Google Analytics, TimeTrade, Microsoft Office, SlideShare, Twitter and FB tools (Tweepi, Pagemodo + Canva)
C.)
Company Name: CSS Corp. ICT Services
Engagement: Pearl.com/JustAnswer LLC
Date: September 16, 2012 – September 2013
Position: Team Lead/Supervisor
Roles:
Accomplish Supervisory Tasks in accordance to the company’s policies and applicable laws
Completes day to day adhoc tasks and deliverables like maintaining service level, coaching completion, day end reports, takes escalation calls and tickets, HR and Payroll concerns
Reports performance, adherence, process updates and other agent issues to the Operations Manager every day.
Establish, nurture and maintain collaborative partnership with designers, quality, recruiting and operations providing continual performance innovation / problem solving with groups and mentoring
Analyze results and trends on all quality metrics and implement necessary action plans to achieve the program’s goals
Understand project goals and responsibilities to deliver efficient and effective improvements and facilitation solutions to promote client satisfaction.
Work Collaboratively with inter and intra departments, e.g. – HR Team on Disciplinary actions especially on Operations, to ensure all measures are legal intervened.
Leads in Performance development projects.
D.)
Company Name: CSS Corp. ICT Services
Engagement: Pearl.com/JustAnswer LLC
Date: June 16, 2011– September 15, 2012
Position: Quality Assurance Analyst
Roles:
Monitor phone and email transactions, providing coaching, feedback, complimentary training and assistance to the CSRS to ensure that all are in compliance with the rules and Quality Standards of the account/product. Identify the calls failing to meet predefined standards and root cause analysis.
Performs service observes or live barge sessions to provide immediate feedback.
Conducts coaching/mentoring of direct reports (Customer Service Representative). Uses the NICE if identified area for improvement is on call handling. Prepares and Updates coaching log after each session.
Coordinates with Training, Operations and Workforce in order to carry out Quality-related project management.
Conducts Quality Huddles/Knowledge Transfer Sessions with Team Leaders, Trainers, POCS and Agents in order to maintain and ensure Quality Standards.
Responsible for making sure that the employees provide Quality Customer Satisfaction by establishing/amending current procedures and guidelines.
Coordinates and facilitates call Calibration Session with Operations Manager, Team Leaders and the Client. Ensures all Participants (TLs and other QAs) are updated on current TMF Standards.
Organizes internal and external QA reports/Client Invalid Escalations for review and analysis.
Creates and Analyzes CSAT, performs DSAT scrubbing and NPS Management
Supports Training Team and creates Training Needs Analysis Report.
Creates/Proposes new designs of call monitoring formats/scorecard to better improve Quality Customer Service.
Uses quality monitoring management to compile and track performance at team wise and agent level.
E.)
Company Name: CSS Corp. ICT Services
Engagement: Pearl.com/JustAnswer LLC
Date: December 20, 2010 – June 6, 2011
Position: Customer Service Specialist
Roles:
Voice and Email: Assists customers on site/product navigation and answers customer service related inquiries/ billing issues.
F.)
Company Name: Infosys BPO
Engagement: AT&T U-Verse OMC
Date: July 20, 2009 – December 17, 2010
Position: Level III Back Office Support
Roles:
Voice and Email: Assists internal and external customers in order placement and provisioning. Fix order fallouts and ensures order activation. Contacts customers who attempt to port in (transfer) phone numbers for follow-up to ensure proper activation.
Chat: Assists Retention, CS, Sales and Tech Support Supervisors on order escalation/inquiries
EDUCATION
(High School)
Immaculate Conception Archdiocesan School Calarian, Zamboanga City
June 2000-March 2004
(Graduated With Honors)
(College)
Ateneo de Zamboanga University
Zamboanga City
Bachelor of Science in Nursing
June 2004-March 2008 (Graduated)
LANGUAGES & DIALECTS SPOKEN
English, Filipino, Chavacano
CHARACTER REFERENCES
Michael Dulce
Quality Manager
JustAnswer LLC
CSS Manila
-
I HEREBY CERTIFY THAT THE FORGOING ENTRIES ARE TRUE AND CORRECT TO THE BEST OF MY KNOWLEDGE.
Kevin Rhey Ranara
