Melanie Barcelo

Melanie BARCELO Quality and CE Analyst 109 Unit S RLF Townhomes Ligas 1 Bacoor, Cavite. -- Adept in finding non-conformances to specified standards for both quality and procedural aspects Highly capable in preparing reports that inspires constructive and corrective/preventive actions to be taken by management to address problems and issues A talent for analyzing problems, developing and simplifying procedures, and finding innovative solutions Experienced in working at a foreign environment with limited resources An articulate communicator, creative, adaptable and hardworking; especially skilled at building effective, productive and strong working relationship with clients and co-workers PROFESSIONAL CERTIFICATION Introduction to Six Sigma QCA Certification – Six Sigma tools and techniques Platform Skill and Train the Trainer Advanced Communication Skills Effective Business Writing Giving and Receiving Feedback PROFESSIONAL EMPLOYMENT Senior Quality Compliance & Customer Experience Analyst EXL Service Philippines Sept. 2010 – Present Analyze data and make recommendations on how to improve performance, quality and overall end-user satisfaction Balance resources to ensure trending bottom performers to get additional assistance Maintain internal calibration with Operations and Trainer in measuring agent performance Rates sessions of Insurance Service Representatives and records results in the QA database Works with QA AM to generate quality reports on individual Isr’s and Teams Works closely with the production supervisor and provides feedback to improve quality scores Acts as a resource person on quality issues for production teams Works with the client and team to address quality issues through attendance of Internal Calibration and Queue Wide Calibration Additional duties include generating data for top performers, contributing material for online examination and sending updates and reminders on QA guidelines. Insurance Service Representative EXL Service Philippines Feb. 2010 – Aug. 2010 Assisted callers from Mortgage Companies/Lien Holders/ Dealerships with their inquiry on coverage’s and billing information Updated policies with the new Mortgage and Lien holder information Sent necessary documents to the Lien holder and Mortgage companies Served as a resource person for new hires as requested by Operations. Lead and Technical Support Representative West Contact Services Oct. 2007 – Jan. 2010 Assisted customers with their billing, technical and other miscellaneous concerns Provided customers who are cancelling their account with options meant to retain them Served as a resource person and floorwalker for new hires as requested by Operations. Credit Education Analyst ICT Philippines July 2007 – Oct. 2007 Provided in depth information by helping the customer understand their credit capability and credit scores Educated callers on how they can maintain/improve their credit scores. Online Support PNI-KMPG INC. Feb. 2006 – July 2007 Provided billing information and assistance on how to set up an online account through eBay. EDUCATION Bachelor of Science in Business Administration Major in Marketing PUP Sta. Mesa 2000 – 2004 CHARACTER REFERENCES Sayed Ahmad AVP for Quality and Process Excellence, Insurance Vertical EXL Service Philippines- Rea Lou Perez Manager , Quality and Process Excellence, EXL Service Philippines- Marz Doreen Raquid Assistant Manager, Quality and Process Excellence, EXL Service Philippines-