Melvin Lintag Ventura
#208 Osmeña St. Sapa, Sto Tomas Pampanga--
Career Objective:
To be associated with progressive organization that gives me scope to apply my educational and professional skills and provides me with advancement opportunity and knowledge empowerment.
Data:
Date of Birth: August 12, 1991
Place of Birth: Manabat Maternity General Hospital, San Matias, San Fernando Pampanga
Gender: Male
Civil Status: Single
Skill sets:
-Excellent verbal and written communication skills.
-Good command over English language
-Good interpersonal abilities
-Quick learner
-Good reasoning ability
-Confident
-Proficient in Math and analytical ability
-Knowledge of call center terminology, applications and metrics.
-Superior ability to manage time to meet multiple priorities and deadlines.
Professional Experience
Convergys
Sta Ana Manila
CSR - MedImpact
October 2013 – September 2014
Answering approximately 100 inbound customer calls per day in a friendly and courteous manner.
Discussing member pharmacy benefits and limitations.
Providing information on additional benefits and services.
Following the conversational script provided by MedImpact and keeping the customer calls under 240 seconds.
Approving medication dispense for members.
Telus International Philippines
Araneta Center Cubao, Quezon City
Case Manager- Dell Financial Services
October 2014 – October 2016
Negotiated with clients to resolve account delinquencies, billing dispute and feedback, earning client trust while maintaining company loyalty.
Continually achieved 90% quality assurance scores while following company policies.
Mentored associates on one-on-one basis to review KPI’s and account results.
Created development plans that improved bottom quartile associates and consistency for performing associates.
Commended for initiative, persuasiveness, intense client focus and dependability in performance evaluation.
Sutherland Global Services
Clark Pampanga
Quality Associate – McAfee Sales & Retention
November 2016 – January 2019
Strong expert knowledge of Microsoft Office products, including Word, Excel, and PowerPoint.
Monitor and evaluate randomly selected calls to assess associates’ service level standards.
Complete analysis of results to identify root causes or trends that will lead to quality gain and efficiency.
Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement.
Conduct weekly client calibration sessions with Clients, Director, Managers, QA’s and trainers.
Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity.
Uber Center of Excellence
Clark Pampanga
Quality Specialist
February 2019 – Present
Strong expert knowledge of Google Docs products.
Monitor and evaluate randomly selected calls and email to assess associates’ service level standards.
Weekly process alignment.
Educational Background
Bachelor of Science in Industrial Engineering (BSIE-
Polytechnic University of the Philippines
Sto Tomas Batangas
Bachelor of Science in Electronics Engineering (BSECE-
De La Salle University Lipa
Lipa City Batangas
Character Reference
Rose Anne R. Garcia
Team Manager
Sutherland Global Services – McAfee Resolution Bay-
Renegin Plondaya
Team Manager
Sutherland Global Services – McAfee Sales & Retention-
