Marilen del Rosario

 Marilen Asparo - Del Rosario Mobile:- Email:- Work Experience January 2013 – Present Financial Advisor November 2010 – January 2013 Team Lead Emerging Market/ Consumer Services Aegis PeopleSupport Philippines Monitors, identifies, and resolves performance, behaviors, attendance using prescribed performance management techniques of subordinates. Guide Direct Reports to achieve goal using team work and negotiation Provide effective feedback and coach direct reports in their areas of opportunity to develop an action plan to maximize performance Support the Team Manager in providing leadership, guidance and support to the agents on the floor. Responsible for payroll issues, conducts performance Appraisals Work with the QA Team Lead & QA Analyst to ensure effective implementation of the Quality Assurance process. Communicate all process or updates to direct reports within specific timeliness and promote the use of all center communication tools Work with Workforce Management on concerns related to scheduling and attendance Assume Responsibility and accountability for the team in the absence of the Team July 2006 – November 2010 Quality Assurance Analyst Retail Banking and Finance Aegis PeopleSupport Philippines Worked with the client to develop QA program and processes to address client-specific quality standards and expectations Worked with the client and the team to address quality issues Provided training and input to eReps responsible for QA assessment Created opportunities for eReps to excel, encouraging and giving credit for eRep accomplishments Communicated QA feedback issues to operations shift leaders and supervisors Worked with QA Team Leader to generate quality reports on individual eReps and teams Mentored eReps and update them on methods and procedures Worked closely with shift leaders and production supervisors and provided feedback to improve quality scores Acted as resource person on quality issues for production teams Conducted QA sessions Rated sessions of eReps and recorded results in the QA database Monitored quality performance of individual eReps and teams January 2003 – June 2006Customer Service Representative Website Support PeopleSupport, Inc. Philippines Trained in multiple touch points Pioneer Website Support Representative Handled VIP calls Received commendations for being QA top performer for both voice and email Tasked to barge on my teammates call and evaluate their performance April 16 2002 - January 15, 2003 Qinteraction Phils. Inc Customer Service Representative Handled Outbound and Inbound Calls Tasked to monitor and evaluate calls of my team Feb. to March 2001 Unitel Productions Production Assistant Participated in feasibility and pre-production meetings Tasked to administer talent workshops, location hunting and props check Assisted directors during shoot proper Tasked to do shot listing and ensured that director’s requirements are met. Assisted in editing, grading and dubbing (post-production) Education -Colegio de San Juan de Letran AB – Communication Arts Manila, Philippines