RODIL, MARIA CRISTINA L.
Blk 23 Lot 29 Villa Palao Subdivision,
Banlic, Calamba City, Laguna
Email:-
Mobile No: -
Professional Experience:
ALORICA PHILIPPINES INC.
Macys Credit Operations
Lipa City, Batangas
Position Handled:TEAM LEADER – Peak Team
Department:Customer Service Department
Inclusive Date:Sept – May 21, 2017
Position Handled:ESCALATIONS LEAD
Department:Collections Department
Inclusive Date:Mar – Sept 2016
Position Handled:CUSTOMER SERVICE REPRESENTATIVE
Department:Collections Department
Inclusive Date:Oct 2014 – Mar 2016
Achievements:
Top Team for CSAT 70% – February 2017
Top Team Lead for Peak – Q4
Most Improved Team – Q4
Duties and Responsibilities
Responsible in handling agents for Peak Season in Macys Customer Service.
Responsible in their weekly one on one coaching and daily Side by side call listening to make sure that they are doing our action plans and passing their CSAT Scores.
Monitoring their daily attendance and break adherence to avoid failed line adherence.
Conducting pre and post shift huddles to make sure that everyone is aligned with our daily, team, cluster and site action plans.
DSAT coaching should be done within 24-48 hrs from the time it was surveyed and immediate side by side or live call listening will be done to make sure that they are following their commitments.
CONVERGYS PHILIPPINES INC
Baclaycard Collections Operations
Nuvali, Sta. Rosa Laguna
Position Handled :NON-CONTINGENCY COLLECTOR
Department :Collections Department
Inclusive Date:June 2011 – August 2014
Achievements:
90% CSAT Average – March and July 2014
Top CSAT Performer - Feb 2013
Quarter 2 TOP Performer
Most Improved Agent - Oct 2011
Highest Opportunity Captured - Dec 2011
Duties and Responsibilities
Handling Inbound and Outbound calls.
Handles Customer Complaint and managing account of customer’s credit cards.
Practices Good communication with the customer having customer centric approach.
Dealing with collections of customer’s debt and working with them to provide right solution out of their situation.
Knowledge on how to understand customer demographics and payment history.
Assisting customer’s concern especially in walking them thru the website for them to set up auto pay. Guide them step by step for them to understand what they need to do for an easy call resolution
Practices Customer Satisfaction(CSAT) metrics
Net Promoter Score (NPS) oriented. Make sure to promote banks or company good quality service.
Make sure to maintain Average Handling Time (AHT) in every call. Make sure to obtain below 500 secs AHT
PRIMATECH PHILS. INC
Quality Control Department
Calamba Premiere International Park
Calamba City, Laguna
Position Handled :QUALITY CONTROL ENGINEER
Department :QC Dept
Inclusive Date:May 2010 - March 2011
Duties and Responsibilities
RESPONSIBLE for FLEX OVERALL IN- CHARGE(TCOSMOS 1, 2 and PD Assy): INCOMING, IN-PROCESS and OUTGOING PROCESS and CUSTOMER COMPLAINT
Details of Job:
Conducting Audit – QPA, QSA, ESD and 5S.
Controlling lines especially on new model run.
Attending Customer Quality Meetings – this includes presentation of company’s improvement plan.
Making Customer complaints corrective actions and counter measures, provided evidences and actual audit for the implementation of results.(CLCA- Customer Claim Corrective Actions)
Making presentations for company’s improvement plan – gathering of quality data and conductor of meeting together with production and Engineering.
Making work instructions and procedures for the operator’s orientation and quality improvement.
Conductor of trainings of operators for their awareness and qualification – Conducting Gauge R and R to all inspectors.
In-charge for the qualification of inspectors and operators.
CHARACTER REFERENCE
Available upon request
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MARIA CRISTINA L. RODIL
Applicant
