Maureen A. Florida
Summary: Team Leader | Escalation Support | Product Training | Customer Service | Technical Support | Workforce Management
#30 Maxville 11, De Castro Subd. Brgy. Sta. Lucia, Pasig City, Metro Manila, Philippines
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Looking forward to a making a significant contribution within a company that offers a genuine opportunity for progression.
EXPERIENCE
The Results Companies, Manila, Philippines – Technical and Customer Support Representative, Sprint Wireless Local Number Portability Telecommunication Company
July 22, 2016 – Present
Porting , Billing and Registration of Sprint Devices and Services
SPI Global, Manila, Philippines — Team Leader – Western Union, North America
December 01, 2014 – PRESENT
Financial Account Management, Verification and Research
Responsible for supporting, coaching, developing, and directing a group of individuals.
Monitor, identify, and resolve performance, behavior, and attendance using prescribed performance management techniques, such as the Developmental Action Plan and the Constructive Action Plan.
Provides Coaching, trainings and monitoring calls.
Product Training
QA management and Evaluation
Workforce management for payroll
Real Time team supervision
SPi Global, Manila, Philippines — Technical Support Representative LG
May 30, 2013 – December 1, 2014
Taking Inbound and Outbound Calls
Performing High Volume of Technical Queries and Concerns on Appliance Warranty, Service and Repair.
EDUCATION
Divine Word College of Calapan, Oriental Mindoro — English Communication
June 2008 - March 2012
SKILLS
Inbound and Outbound Campaign, Customer Service and Support, Client Relations, Chat Support, Escalations and Sup Calls, Product Knowledge, Workforce Management, Time Management, High Achievement, Personal Effectiveness, Solving Problems, Decision Making and Effective Communication Skills, Planning,
AWARDS and Recognition
1. Top Performing Coach – March – May 2016
2. Top Performing Team –
March – May 2016
3. CSAT and AHT Champion
Personal Information:
Birthdate: April 14, 1991
Age: 25
Gender: Female
Civil Status: Single
Religion: Roman Catholic
Nationality: Filipino
