Mariel Avic Gacita

MARIEL AVIC PISIGAN GACITA Westwood 4 Blk8 L40 Lancaster New City Pasong Camachile II Gen. Trias, Cavite Mobile Number:- Email Address:-OBJECTIVE: To be in a position where I can utilize my knowledge and experience such tasks to have the ability to grow for future advancement and to obtain a position that will enable me to use my strong organizational skills, educational background and ability to work with people. QUALIFICATIONS/SKILLS ● Proficient in general office duties, including Microsoft Office ● Effective oral and written communication skills ● Ability to work in a team environment ● Passion for continuous learning and personal growth SELECTED ACCOMPLISHMENTS ● iAspire Leadership Certified - Telus International Philippines, July 2018 ● Top Customer Experience Analyst- April 2018 ● Q1 Top Learning Services Specialist for Yahoo Account Pro - July 2019 ● Yahoo Account Pro 2019 Top Learning Services Specialist - December 2019 ● Q3 Top Team Leader, Yahoo Inc. - 2021 RELEVANT TRAININGS/SEMINAR ● Customer Experience Accreditation, January 2018 ● Basecamp Review, October 2019 ● iAspire Summit: ESK, December 2019 ● Lean Six Sigma White Belt Certification ● Ready Set Coach Certification , September 2020 ● Management Essentials Program, January - August 2024 PROFESSIONAL EXPERIENCE Manager 1, Philtech Inc. Safeway Philtech, Albertsons Companies Inc. April 2022 - November 2024 ● Managed team’s daily performance through coaching, feedback and effective communication ● Performed tasks to streamline organizational effectiveness ● Conducted monthly performance reviews to identify and address areas of opportunities ● Contributed to the growth of the company by being successful as a team ● Successfully led a team with 18 agents ensuring adherence to quality standards, efficient process and excellent customer satisfaction Operations Team Leader, Yahoo! Telus International Philippines July 2020 - March 2022 ● Managed the day-to-day activities of my team ● Empowered team members with their skills to improve their confidence, product knowledge and communication skill ● Led daily touch bases for operational updates with clients and stakeholders Learning Services Specialist, Yahoo! Telus International Philippines September 2018 - July 2020 ● Spearheaded the new line of business and facilitated classes alongside with onshore clients ● Developed and implemented learning strategies for the new program ● Streamlined the process to ensure the team’s productivity and client needs ● ● ● ● Evaluated trainees and organizational development needs, tracked and analyzed agents performance by tenure Designed and delivered e-learning courses, workshops, blasts and other upskilling courses Modified and presented training programs & rollouts to the team Facilitated training programs for agents and supervisors on new products or services, soft and sales skills or tool updates Quality Assurance Analyst, AOL TEC Telus International Philippines October 2017 – September 2018 ● Performed daily call monitoring and metric evaluation to ensure that program processes were followed accurately ● Identified possible improvements and ensured loopholes were fixed for a more effective goal ● Analyzed data reports to gauge true performance and subsequently improve functions for the company ● Collaborated with the training team to introduce possible courses and areas where agents require strengthening EDUCATION Bachelor in Broadcast Communication, 2014 Polytechnic University of the Philippines - Sta. Mesa, Manila Accomplishments: Graduated as Cum Laude, President’s Lister