marvin viray

Marvin F Viray 0814 danga colante Apalit, Pampanga- E-mail Address:- OBJECTIVE: To continue my career in the Industry that I have chosen and be developed as a Good Leader to build a strong relationship between the employees and the company where I’m employed. SKILLS: Report and data Analysis, Computer Literate, Good Communication skills PERSONAL INFORMATION Date of Birth: September 17, 1992 Place of Birth: Batasan Macabebe Age: 25Civil Status: Single Nationality: FilipinoReligion: Roman Catholic EDUCATIONAL ATTAINMENT Tertiary Education School: Bulacan State University Degree: Associate Graduate of Computer Programming School Year: 2009 – 2012 EMPLOYMENT HISTORY Sutherland Global Services JOB TITLE: Team Leader - Microsoft Windows tecnical support (Voice) Period Covered: 2014 – 2017 Duties and Responsibilities Managing 1 team with 11 agents in terms of Csat scores. Conduct one on one Coaching Session with Agents to help them improve their performance in terms of sales and Csat Strategies and Techniques. Listen to Calls (Live and Recorded) to find out if how Agents position a Sale and how they will be coached to improve their Csat performance based on their behaviors and strategies on each and every call. Making sure that each and every Agent is meeting their Sales Target such as Sales Conversion and Average Order Value. Comes up with some Action Plans using different types of Data Analysis like Pareto, ABC, RCA, etc. Conduct Huddles to discuss the team Performance per Team and how to overcome challenges. Attend Weekly Client Meeting. Reports to the Account manager and Sales Manager on Sales Performance and Update, and Action Plans needed to improve and increase the performance of the L.O.B. Creates Monthly, Weekly, Daily and Hourly Reports to find out if how the L.O.B, Teams and Agents perform and to see as well if there is progression or regression so Action plans will be made and implemented. Aegis People Support JOB TITLE: Assistant team leader - Expedia And Hiltons. Period Covered: May 2012 – February 2014 Duties and Responsibilities Floor walk to provide real-time resolution to agents Taking supervisor calls Sent EOD report Come up with action plan in terms of team score challenges. SEMINARS/TRAININGS ATTENDED Lead100 Training held at Sutherland. (Leadership Training) Certificate of Excellence. (Sutherland Top 10% Employee globally 2015) CHARACTER REFERENCES Shiela Marie Nunez Team Manager, Sutherland global- I hereby certify that the above information is true and correct to the best of my knowledge and belief. Marvin F Vray Applicant