Maria Clarissa VC Felix
No. 8 bonifacio st., brgy. dela paz, pasigcity, Philippines
(- (mobile phone) -(Email addresS)
Experienced team leader with 2 years of experience of team management and coaching. Aiming to use my proven customer service, sales, and communication skills to effectively fill the post in your company.
Objectives
To have a position where I could showcase my knowledge and abilities for the betterment of the company
To have a position wherein I can further develop my skills that coincide with my course specially with the industry that I chose
To increase my knowledge in different business processes
To have a challenging job to further develop my character thru new environment that I may encounter
Work Experience
HKT Teleserivces
Ortigas Center, Pasig City
Team Leader
Serving as a team leader for 10-15 agent that supports teacher applicants. Handles account finance for small project and activities. Does weekly and monthly analysis of team performance. Assists in client relations and support.
The Results Companies
QPlaza Compound, Cainta, Rizal
Supervisor
Served as a supervisor for a team of 17-25 agent. Handled agent and client concern. Ensures that agents gets developed and updated on their running metrics. Was promoted from being an agent, assistant to the sup and now a supervisor. Answered to email both internal and client related. Was able to help agents to grow and step up to desired position in the company. Coach the agent for continuous development and metrics update twice a week. Awarded as Top Supervisor for month of July 2016. Consistently on the Top 3 Supervisor/team for the whole year of 2016.
The Results Companies
QPlaza Compound, Cainta, Rizal
Customer Account Executive
Serving as a Tier 2 technical support representative for National Activation and Service Repair of COMCAST. Attending to both outbound and inbound troubleshooting. Outbound trouble shooting comes from ticketing system provided by COMCAST. Consistently on Top 10 performers of the site with 85% Customer Satisfaction, 4 ticket per hour productivity and 1 resolved ticket per hour rate.
Teleperformance Phlippines
2nd flr., SM City Masinag, Brgy. Mayamot, Antipolo, Rizal
Supervisor
Served as an agent for Time Warner Cable – Carolinas for 10 months. Consistently on the top 10% ranking of the site. Awarded as top 1 sales advocate for 3 months. Was promoted as Supervisor after 10 months. Handled an average of 15 people meeting site goals and continuous agent development for my agents. As an agent, averaging of 85% of customer satisfaction rate and 73% first call resolution rate. As for my previous team, averaging of 80% of customer satisfaction rate and 72% first call resolution rate
WNS Global Services Philippines, Inc.
Eastwood City, Bagumbayan, Quezon City
Associate - Operations
Served as front line customer service representative for T-Mobile UK – Pay Monthly Transact. Attend to customer's account query, bills and transfers to specific department accordingly. Served as POC for ACHT (talk time, hold, transfer and after call work rate) for the whole team. Consistent Top 10 agent for the Pay Monthly Transact. Has 70% Customer Satisfaction Rate, 75% First Call Resolved Rate and 25% Network Promoter Score for the past months.
Eduplaza and Spicus Global, Inc.
Ortigas Center, Pasig City
Online English Teacher
Called Korean young professionals to discuss daily English lessons and had to input corrections every sessions and give points of improvement.
Shift-Interactive
Libis, Quezon City
Data Encoder
Encoded basketball statistics of UAAP Season ’74 basketball games
First Gen Production
Pasig City
Production Assistant
Handles account servicing and assistant to segment producers and executive producer in the project Chooks To Go Sayaw Fever: The One Million Dance Challenge of Bounty Fresh Agro.
AMPR Publicity & Communications
Ortigas center, Pasig City
Floor Director
Handled artist and program flow during the concert staged in Metrobar. “A Night of Serenading Music” A back to back concert of Juris Fernandez and Sitti Navarro
Education
Kalayan College
Manga Rd., Quezon City
Taking up Bachelor of Arts, Major in Psychology. Stopped due to financial problem.
Polytechnic University of the Philippines
Sta. Mesa, Manila
Took up Bachelor of Broadcast Communication till second year college. First attended the course Bachelor of Science, major in Accounting, and then shifted to Broadcast Communication. Transferred to a different school.
Mother of Divine Providence School
Marikina City
Graduated in 2008 winning the awards: Gerry Roxas Leadership Award, Performing arts – Music Award, Outstanding Glee Club Member, Loyalty Awardee, and Rotary Club Marikina East Leadership Award. Held key positions like President (Glee Club), Charter President (Interact Club of Mother of Divine Providence School), President (Class IV- Perseveranza’), Vice President (Class II- Giustizia’) and Treasurer (Class I – Lealta’). Had been sent in various seminars, trainings and conferences.
Mother of Divine Providence School
Marikina City
Graduated in 2004 being a loyalty awardee.
Official Memberships
District Rotaract Representatice, Rotaract Clubs of District 3800, 2013-present
Member, Divine Voci’ Angelic Choir, 2011-present
Member, Gerry Roxas Leadership Awardees, Inc., 2008- present
District Rotaract Representatice, Rotaract Clubs of District 3800,-
Secretary, Kalayaan College Student Council,-
District Rotaract Secretary, Rotaract Clubs of District 3800,-
President, Rotaract Club of Meteor Homes (RAC District 3800),-
Member, PUP – College of Communications Ensembles,-
Vice President, Rotaract Club of Meteor Homes (RAC District 3800),-
Member, Divina Voci’ (Glee Club),-
Member, Parish Youth Ministry Choir (St. Gabriel of Our lady of Sorrows Parish),-
Member, Teatro Club,-
Extracurricular Activities
1. Occasionally does hosting for personal events such as debuts, baptisms and weddings from 2015 up to present
2. Attended Mastering the Big 5 last October 2016, training for supervisors in leading a team and carrying the role as a Supervisor.
3. Attended Coaching the Results’ Way training, training for coaching and developing agents last October 2015
4. Served as Floor Director for Rotary Clubs of Disctrict 3800's Membership Retention Seminar last May 2013.
5. Attended the District Rotaract Representative Elect Training Seminar in Cagayan de Oro last June 2012
6. Hosted events such as Weddings and Debut in Villa Ronar Garden Resort in Marikina City last October –December 2012.
7. Attended the President Elect and Secretary Elect Training Seminar in Laguna last June 2010
8. Attended Rotary Youth Leadership Awards Training Seminar last April 2010
9. Acted as an adviser of the Interact Club of Mother of Divine Providence School, School year-. Was a part of the production team of the COC Ensemble in “The Search for the COC Idol Year 4”
11. Acted as President of the PYM-SGOLS Pioneer Choir.
12. Continuously awards the Gerry Roxas Leadership Award to the succeeding batches.
Personal Information
Was born on August 4, 1991, fluent in English and Tagalog both oral and written, computer literate. Eldest daughter of Senen Rimas Felix and Ma. Luisa Joanne Vera Cruz Felix, with a sibling Andrea Beatrice born on August 14, 1993.
References
Maria Cristina Orlina
Operations Manager
The Results Companies
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Ryan Rosario
Supervisor
The Results Companies
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Ritchie Llada
Supervisor
Teleperformance Philippines
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Anj Hererra
Supervisor
WNS Global Services Philippines, Inc
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Ma. Joanne Canlas
HR Admin
Eduplaza & Spicus Global, Inc.
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Mids Resureccion
Brand Manager
Bounty Fresh Agro, Inc-
Ana Manasala
Brand Manager
AMPR Publicity and Communications-
