Kristian Angelico L. Rosales

Kristian Angelico L. Rosales City Address: Unit FG11, Favoredland Building, 1930 Anacleto Street, Santa Cruz, Manila Phone:- Provincial Address: 255 J.P Rizal Street, Lian, Batangas E-mail:- Objective To fully utilize my competencies and experience to maximize productivity Education Collegiate- - Colegio de San Juan de Letran (Bachelor of Arts in Political Science) (Area of Concentration: International Law, Local Government and Social Legislation) Intramuros, Manila De La Salle University Dasmariňas, Cavite Lian Institute Lian, Batangas - Our Lady of Lourdes School Nasugbu, Batangas - Blessed Christ Child Montessori Balayan, Batangas Secondary- Elementary Skills Can speak fluent English and Filipino. Knowledge in Microsoft Office Applications. Knowledge in qualitative and quantitative research, Has a well-developed sense of responsibility. Creative, dynamic, active, and people-oriented. Adaptable to any situation, can work under pressure, leadership competencies such as by being an innovator, an effective mentor, a good motivator. Has the capacity to come up with Employee Engagement activities that will help the company in terms of retaining people. Work Experience Lian, Batangas Local Government Unit – Municipal Planning and Development Staff, 2nd Floor, Lian Municipal Hall, Lian, Batangas (June 16, 2017 – Present) Roles and Responsibilities (June 16, 2017 – Present)  Focal person for the revision of the Comprehensive Land and Water Use Plan  Focal person for the municipal Gender and Development Programs and Policies  Provides support on the IT needs of the office  Provides support on mapping and tracking Teleperformance Philippines – Telstra Small Business Supervisor for Operations, 8th Floor, MAAX Building, Mall of Asia Complex, Pasay City (June 17, 2013 – May 19, 2017) Supervisor Role (May 2015 – May 19, 2017)  Responsible for updating the agents on a daily basis regarding metrics/KPI’s that composes their individual scorecards  Coaching the agents on a daily basis to correct behaviors that impacts performance  Conduct learning sessions with the agents that will help them improve on major metrics  Conduct up-training to  Do call audits and call monitoring to ensure consistency of call quality and overall performance  Participate in client calls to address issues about the product Communication Coach Role ( May 2014 – May 2015)  Monitor the Net Promoter Score and First Score Resolution score of the site  Call audits through side by side, recorded call listening and remote call monitoring focusing on following the prescribed methods and over all call handling  Direct interaction with the agents through coaching and feedback sessions  Collaborative work with the Team Leader through Triad Coaching Sessions  Collaborative work with the Center Manager through report and action plan presentation Subject Matter Expert Role (May 2014 – May 2015)  Ensure full utilization of Knowledge Base  Conduct up-training with consultants  Assist team leaders in product coaching  Answer inquiries from agents and take escalation calls Agent Role (June 2013 – May 2014)  Answer billing inquiries from small business customers of Telstra  Order provisioning and upselling for new telephone lines, mobile phones and business broadband  Lead generation for prospective clients  Back office responsibilities such as sending documents via email, SMS, Order follow up by doing callbacks etc  Assisting my team leader in managing the team by being the main point of contact (Major responsibilities includes but not limited to AHT monitoring, ROVE (feedback ticket) monitoring, Escalation and Billing dispute ticket monitoring etc) Convergys Corporation – Team Leader, 9th Floor, Vertex One Building, Yuseco cor. Felix Huertas Street, Santa Cruz, Manila (September 14, 2009 – April 30, 2013) Supervisor Role  Responsible for updating the agents on a daily basis regarding metrics/KPI’s that composes their individual scorecards  Coaching the agents on a daily basis to correct behaviors that impacts performance            Conduct learning sessions with the agents that will help them improve on major metrics As part of the employee engagement team, formulate employee engagement activities that will help make the agents balance work and fun at the same time which can lead to people retention in the company. Conduct CSAT calibration sessions with agents and fellow team leaders Formulate learning materials about the product that will help agents absorb information better and apply it on the calls that they handle Update trackers on a daily basis to monitor KPI’s, Attendance etc Experience in checking the running Service Level if in case the workforce staff is out of office Plot and modify agent’s schedule to include coaching and pull outs for other productive activities Conduct up-training to agents that will help boost quality scores Do call audits and call monitoring to ensure consistency of call quality and overall performance Participate in client calls to address issues about the product Conduct triad sessions and mentoring sessions to new Team Leaders to enhance their leadership competencies. Consult and Escalation Specialist (Tier 2) Role  Answer inquiries from the agents via phone call  Take escalation calls from health care professionals regarding unresolved issues  Collaborating with team leaders in creating processes to help the agents improve in terms of product knowledge  Back office responsibilities such as sending documents via fax, doing callbacks etc  On boarding and mentoring new Tier 2 agents Agent Role  Answer inquiries from Health Care Professionals regarding healthcare benefits and medical claims  Back office responsibilities such as sending documents via fax, doing callbacks etc  Assisting my team leader by means of mentoring new agents Other Work Experience ePerformax – Customer Service Representative Trainee, BPI Buendia Center Building, Gil Puyat St., Makati City (March 9, 2009 – May 22, 2009) E-Park International Solutions – On line English Instructor, Valero Tower, Valero St., Makati City (July 1, 2008 to February 27, 2009) E-Telecare Global Solutions – Telesales Representative, PB Com Tower, Ayala Avenue, Makati City (November 2007 – February 2008) On the Job Training – Office of the Student and Cultural Affairs, Colegio de San Juan de Letran, Intramuros, Manila (April 27 – May 23, 2006) On the Job Training – Division Clerk of Court, Court of Appeals, Ermita, Manila (April 17 – May 18, 2006) Achievements / Awards Teleperformance  Top Team Leader – February 2017  Top Team Leader – July 2016 Convergys  Top Team Leader – Second Quarter, 2011  All Star Captain Award – July, 2011  Best of the Best – May 26, 2011  Top Team Leader – October, 2012  Top Team Leader – November, 2012  Top Team Leader – Fourth Quarter, 2012  Top Team Leader of the Year – 2012  Employee Engagement Champion – December, 2012 License / Certificate Civil Service Exam Passer (84.77 Passing Rate, Certificate Number 038830) College Thesis “Student Leaders of Higher Educational Institutions in Intramuros Responses on the National Youth Commission Programs” – Cited as one of the best Political Science Thesis Batch 2007 Trainings / Workshops / Seminars Training on Gender Statistics and Analysis – July 10 – 14, 2017 – El Cielito Hotel, Los Banos, Laguna Seminar on Municipal Waters and Boundaries Delineation – July 5, 2017 – Provincial Cooperative Conference Center, Provincial Capitol Compund, Batangas, City Digital Mapping Workshop – June 28 – 29, 2017, Victoria Pavillion, Nasugbu, Batangas New Supervisor Training, June 10 – June 12, 2015, Teleperformance Philippines, Mall of Asia, Pasay City Telstra Small Business Product Training, June 17 – July 12, 2013, Teleperformance Philippines, Mall of Asia, Pasay City Team Leader Development Program, June 13-24, 2011, Convergys Corporation, Ayala St., Makati City eBay On the Job Training, April 20 – May 9, 2009, ePerformax, Gil Puyat St., Makati City eBay Account Security and Protection Training, March 16 – April 17, 2009, ePerformax, Gil Puyat St., Makati City Diction and Intonation Enhancement Training, March 9 - 13, 2009, ePerformax, Gil Puyat St., Makati City Training on American Accent and Grammar, October, 2008 E-Park International Solutions, Valero St., Makati City, Sales and Customer Service Training, November, 2007, Etelecare Global Solutions, bth floor, PB Com Tower, Ayala Ave., Makati, City Leadership Training Program, October, 2006, Tahanan ng Ama Retreat House, Los Baňos, Laguna PPCRV-NAMFREL Seminar on Responsible Voting, May 11, 2007, Lian Parish Church, Lian Batangas “Political Science: Gearing towards Intellectual and Academic Pursuits Relevant to the Challenging Times” February 19-23, 2007, Colegio de San Juan de Letran “Letran Student Leaders: Responsive to the Challenges of Globalization” February 02, 2007, Colegio de San Juan de Letran “Conference on Globalization: Letranites Facing the Challenges of Globalization” December 14, 2006, Colegio de San Juan de Letran “Changing the Guards: A Closer Look on the Policy Implications of the 2007 Philippine Elections” December 07, 2006, Colegio de San Juan de Letran “Philippine Electoral System into the 21st Century: The application of Automated System in the subsequent National and Local Exercises” December 06, 2006, Colegio de San Juan de Letran “A Discourse on Media and Politics” December 04, 2006, Colegio de San Juan de Letran “The Reformation of the 1987 Constitution towards Parliamentary System and Federalism” February 2006, Colegio de San Juan de Letran Lecture Series on Social Science: “Democracy, Theory and Practice in the 21st Century” September 2005, Colegio de San Juan de Letran Forum on National Democracy, August 2005, University of Santo Tomas Volunteer Experience PPCRV – NAMFREL, Lian, Batangas (May 2007) NAMFREL Quick Count, Lian, Batangas (May 2004) Gawad Kalinga, Batangas City (November 2004) Habitat for Humanity, Sta. Rosa, Laguna (October 2004) Organizations / Affiliations Member, PPCRV – NAMFREL, Lian, Batangas (2007) House Representative, Letran Politicvs, Colegio de San Juan de Letran (2005) Member, Alyansa Letranista Political Party, Colegio de San Juan de Letran (2005) Chapter Head, CFC Youth for Christ Lian, Batangas (1998) References Engr. Rogelio B. Vergara Municipal Planning and Development Officer LGU – Lian, Batangas, Philippines- Vaning Delos Reyes DSWD Officer LGU – Lian, Batangas, Philippines- Aristotle Mendoza Assistant Call Center Manager Teleperformance Pasay City, Philippines- Donnalyn Yu Assistant Call Center Manager Teleperformance Pasay City, Philippines- Edison Samson Training and Quality Director Teleperformance Pasay City, Philippines- Personal Information Birthday: March 30, 1983 Height: 182cm Weight: 95kg Religion: Roman Catholic Civil Status: Single Citizenship: Filipino SSS Number:- TIN Number:- PAGIBIG Number:- Philhealth:-