Michelle Escalo Giray

MICHELLE ESCALO GIRAY 24 Lourdes Street Barangay San Vicente, Diliman, Quezon City 1101-- OBJECTIVES To complement my theoretical learning with the actual training and working experience. To be able to develop my talent and skills by maximizing productivity as an employee and as an individual who wishes to enrich herself of life’s everyday lessons. To meet different kinds of people and have the opportunity to work and achieve goals with them. WORK EXPERIENCE TeleTech – Cainta, Rizal Quality Assurance Manager – Door Dash and Amazon Seller Support, January 2017 – Present Ensure management of information and reporting regarding performance on key Quality metrics, business improvement results, and improvement project status Develop and maintain partnership with all stakeholders, both internally and client partners, to identify key focus areas Advocate and drive forward a culture of Continuous Improvement and efficiency Liaise and work closely with the different functional departments – Service Delivery, Learning and Development, and Workforce Management, to achieve interdepartmental or cross-functional business objectives Establish Customer Experience framework to enhance delivery excellence, customer insight, and business intelligence through the identification of customer pain points and opportunities to improve overall customer experience Coordinate with other leaders in the Customer Experience organization to leverage on best practices from other verticals Teleperformance Philippines, Inc. – Greenfield District, Mandaluyong City Quality Assurance Supervisor – WellCare, December 2011 – January 2017 Quality Assurance Analyst – WellCare, November 2008 – December 2011 Quality Assurance Analyst – Dell Computers Inc., October 2007 – November 2008 Responsible for creating and updating reports to improve KPIs Responsible for checking daily, weekly and monthly productivity. Responsible in creating programs to improve site’s QA Scores Responsible in creating development programs for the QA department to maximize our time and provide sufficient or even exceed the numbers of Quality Evaluations for the Operations Team Managing QA Analysts with their productivity and behavior. Facilitate QA calibration Telus International, Inc. – Ortigas, Pasig City Senior Customer Interaction Associate – TSYS, February 2007 – October 2007 Technical Support Representative – XBOX 360 November 2006 – February 2007 Inbound Sales Associate – Dell Computers Inc., - October 2005 – November 2006 Responsible in providing excellent customer service by resolving customer concerns over the phone. SKILLS Proficient in MS Office Applications Knowledgeable in troubleshooting computers Management skills Data Analysis Coaching skills EDUCATIONAL BACKGROUND Bachelor of Science in Information Technology Technological Institute of the Philippines Cubao, Quezon City 2000 – 2005 Ramon Magsaysay High School Cubao, Quezon City 1996 – 2000 Cubao Elementary School Cubao, Quezon City 1990 – 1996 CHARACTER REFERENCE Jennifer Prentice Quality Assurance Director TeleTech Customer Management - / - Jason Garcia Senior Quality Manager TeleTech Customer Management - Melanie Marie Orr Quality Assurance Manager Teleperformance USA +1 - ext.62046