Marijoy Ong Rosales
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CAREER OBJECTIVE:
Utilize the work experience I have gathered and combine these with a company’s vision and resources to achieve a mutually beneficial growth position.
PERSONAL DATA:
Date of Birth:April 10, 1982 Citizenship:Filipino
Religion: Roman CatholicCivil Status: Single
Weight:55 kgs.Height:5’4”
Languages: Fluent in Filipino and English (read, write and speak)
WORK EXPERIENCES:
April 2, 2007 – April 15, 2018
Emirates Post Holding Group (Call Center – Empost Courier & Emirates Post Office)
Karama Post Office / Emirates Post Group Main Headquarters, Garhoud
Dubai, UAE
Customer Service Representative - Senior
Person-in-charge of international shipments (International Shipments Coordinator)
Assists customers in all the aspects of their courier service (Call Agent - booking, inquiry, follow-up, etc.)
Handles call escalations, back-up for handling additional tasks (Senior Team Back-up)
Administrative duties in the contact center (reports, complaints, data entry as per requirement, special projects, etc.)
Assigned in the Specialized Team for E-mails, Live Chats and Website Coordination
Quality Team – Call Quality Monitoring
Coordinates with the management issues relating to the enhancement of quality. Updates higher management and clients concerned regarding any real-time issues so that the necessary resolution could be done to improve service levels and processes.
Person-in-charge of Key Performance Indicator that aims to evaluate the agents and evaluate their calls daily. Ensures that the performances are reviewed bi-weekly in a wholistic manner that includes call quality, attendance, internal and external feedback and agent’s productivity which will also be coached to them on a bi-weekly basis. (Call Quality Monitoring Point-person)
March 13, 2006 – November 24, 2006
Cipher Solutions
3f Lemon Square Bldg,
1199 Muñoz EDSA,
Quezon City, Philippines
Team Leader (Supervisor) - Outbound Sales
Engaged in the planning, delegating, implementation and quality.
Supervises a group of agents with the following tasks:
Tracking individual and team statistics.
Gives coaching sessions regarding quality of calls and keeping them motivated on a professional level.
Handles the final interview of applicants to make sure that they are evaluated properly to fit
the client-specific programs being handled.
Provides insights to the training materials and calibrates with the clients before a campaign starts to operate.
Campaigns handled have included US, UK and Australian clients in different industries
Delegated to be the Operations Point-person for Quality Assurance by creating the performance metrics in the company along with the QA Department.
Training agents with the sales program
Prepares appraisals on time
November 7, 2005 – December 27, 2005
E-Telecare International. Inc.
12f PBCom Tower,
6795 Ayala Ave., cor.
V.A. Rufino St.,
Makati City
Quality Assurance Officer (Contractual)
Ensures quality of the agents on the floor through close monitoring with live barges.
Cascading to operations all updates that have been made through the weekly calibrations with the US clients and program heads
Gives coaching for performance appraisal and to maintain efficiency of call handling.
Screens all the calls and checks if all quality requirements are present and done in the soonest possible time.
April 08, 2003 to January 17, 2005
E-Telecare International. Inc.
12f PBCom Tower,
6795 Ayala Ave., cor.
V.A. Rufino St.,
Makati City
Customer Service for a leading Worldwide Credit Card Company
Has proper customer handling skills training in order to be able to handle all kinds of callers with one-time resolution.
Knows how to use the specialized system of the program, as well as all other computer programs that are needed for the call-outs, recording and administrative duties (excel, word, and powerpoint).
Has training to do team tasks on rotation to prepare for future promotions.
Data Encoding for a AT & T (Quality Control Associate)
Acted as assistant team leader with administrative duties and delegating.
Primary task is to check if the inputs made by the sales representatives are correct and properly
activated /deactivated.
Provides the most-fitting offer that the company can give to consumers depending on their
profile.
Order taking/ Sales (ShopNBC)
Takes in orders from customers over the phone and gives them details about their purchase.
Upselling so that the company can have more revenue.
Other duties include creating enthusiasm programs, draft of Overtime-pays and commissions and team treasurer.
EDUCATIONAL BACKGROUND:
COLLEGE:Bachelor of Science in Commerce Major in Business Administration
University of Santo Tomas
1999 – 2003
CHARACTER REFERENCES -- Available upon Request
