Klein Rosales Mariano
Quality Analyst - Customer Service Representative
Contact Number:-,-
Address: 312 Samput Paniqui, Tarlac
Email Address:-Personal Bio: A highly committed individual with a positive attitude to work, responsibly seeking to use experience and communication skills to resolve, enhance, and transform the face of customer interaction and foster a positive relationship between the customers and the company.
Highlights:
MS Office and MS Excel literate
Attention to detail
Time management
Problem-solving
Adaptability
Multitasking
Written and verbal communication
Positive attitude
Ability to work as part of a team
Work Experience
SITEL Group
Customer Service Representative ( May 2019 – September 2021 )
2 years of taking inbound and outbound calls
Taking escalation calls
Mentored newly hired associates
Quality Analyst/ Call Monitoring Specialist (September 2021 – September 2022)
Ensured customer interactions are aligned with business goals
Identified common customer issues, with the aim to improve customer experience
Monitored calls and provide actionable insights
Gathered information to improve agent performance in the contact center
Evaluated forms to capture insights from these interactions
BDC Angels, Volunteer Auto Group
BDC Agent - Appointment Setter (Free Lancer) (September 2022 – January 2023)
Setting appointments for leads
Calling, texting and sending emails to leads
Educational Background
Bachelor of Science in Business Administration major in Financial Management
Interworld Colleges Foundation Incorporated
Paniqui, Tarlac – Graduated in 2019
Character References
Girly Niem
Quality Manager - SITEL Philippines-
Eden Vergara
Quality Supervisor - Team Leader - SITEL Philippines-
Mary Joyce Canlas
Team Leader - SITEL Philippines-
