Michelle Pinca

MICHELLE G. PINCA Operations Supervisor CONTACT PHONE:- WEBSITE: Website goes here EMAIL:- EDUCATION Bachelor in Secondary Education major in Mathematics March 2002 Pangasinan State University Bayambang Campus Bayambang, Pangasinan AUTOCAD 2004 April 2006 Microcadd Technologies Co. Inc. SM City North Ave, Quezon City LANGUAGE English – fluent in speaking and writing Spanish – basic knowledge in speaking and writing CERTIFICATIONS/LICENSE Licensure Examinations for Teachers Professional Regulatory Commission Manila, Philippines August 2002 - present IELTS English Proficiency Exam Band Score: 7 British Council Philippines November 2018 SKILLS English Proofreading and Writing Research Transcription Email handling Calendar management Performance Management Operations Management MS Office applications (Outlook, Word, Excel, Powerpoint) Wordpress Quickbooks WORK EXPERIENCE Operations Supervisor Wells Fargo EGS Phils. LLC Wells Fargo Drive 8 Campus Avenue, McKinley Hills Fort Bonifacio, Taguig City February 2016-Present ❖ ❖ ❖ ❖ ❖ ❖ Line of business: Online Customer Service (Voice Account) ➢ Provide technical support for customers having difficulty accessing their account online using a computer and/or mobile app ➢ Provide technical support for customers with issues or queries about bill pay, money movement, etc. Provide one-on-one coaching for my team leader and team members (performance or behavioral) Conducts call calibration and call evaluations within the cluster and the team Facilitates upskilling of team members Process performance appraisals, individual development plan, notice of corrective actions, time and attendance, etc Performs weekly and monthly performance reviews with the higher mangers and clients Operations Supervisor Harte-Hanks Philippines Inc. 4th floor, Market Market Fort Bonifacio, Taguig City July 2011 – February 2016 ❖ ❖ Accounts: Motorola Mobility North America and APAC Samsung Telecommunications America Barnes and Noble Classic / Digital MLB.com (Major League Baseball) Account types: Voice, Email, and Chat support Served as Operations Supervisor for technical and customer service accounts, responsible for cascading product updates, facilitates uptraining, provide constructive feedback to agents on call types and ❖ trends, and coach agents as necessary on calls to improve their skills. Served as Compliance POC who monitors Supervisor’s individual compliance for timely uploading of QA audits, coaching packages, NTEs, and Consequence Management in NICE. Sends weekly report ❖ to Business Improvement Process Team and to OM. Leads Call Calibration with the Quality Team and Client; shares call observations, provide feedback on opportunities in the call, and shares Best Practices to improve call Quality ❖ Conduct Call and Email audits weekly and provides coaching and feedback to help improve agent’s skills ❖ Performs weekly and monthly performance reviews with the higher mangers and clients Operations Supervisor Teleperformance 2nd Level Mall of Asia, Pasay City October 2010 – February 2011 ❖ Account: Telstra Consumer Billing (Australian Telecom) Voice, Email, and Chat Support ❖ Manage up-training and coaching to ensure employees are equipped in providing excellent customer service ❖ Provide day-to-day supervision and management of directly assigned team. ❖ Ensure that the team have a clear understanding of performance expectations (KPIs) ❖ Ensure that the team is properly trained and that they have access to all the tools and resources they need to perform at high levels of ❖ productivity and efficiency Participates in call calibrations conducted with the Quality team and ❖ the clients Monitors service levels and adherence related to productivity ❖ Performs weekly and monthly performance reviews with the higher mangers and clients Assistant Manager for Operations IBM Daksh Philippines Inc. 2nd Level EDSA Square Greenfield District Shaw Blvd, Mandaluyong City March 2008 – October 2010 ❖ Account: Citibank North America – Voice support ❖ Manage up-training and coaching to ensure employees are equipped in providing excellent customer service ❖ Provide day-to-day supervision and management of directly assigned team. ❖ Ensure that the team have a clear understanding of performance expectations (KPIs) ❖ Ensure that the team is properly trained and that they have access to all the tools and resources they need to perform at high levels of ❖ productivity and efficiency Participates in call calibrations conducted with the Quality team and ❖ the clients Performs weekly and monthly performance reviews with the higher mangers and clients Customer Service Representative IBM Daksh Philippines Inc. 30th Floor PBCom Tower Ayala Avenue, Makati City April 2006 – March 2008 ❖ Account: Sprint Nextel – Voice support ❖ ❖ Aids in customers phone plans enquiry and account information Accepts payments and payment arrangements ❖ ❖ Offer retention packages to avoid/minimize customer attrition Process phone orders, replacement, shipping, and plan upgrades ❖ Performs phone device programming & basic troubleshooting Secondary Mathematics Teacher Francisco School Quirino Hi-way, Baesa, Quezon City June 2003 – March 2006 ❖ Head Teacher of Mathematics Department ❖ ❖ Classroom Adviser of 2nd and 4th year high school students Subject teacher for 2nd year to 4th year high school students teaching Intermediate and Advanced Algebra, Plane and Solid Geometry, Trigonometry, Statistics, and Calculus (Integral and Differential) ❖ Formulates test questionnaires and facilitates examinations for students ❖ Head of the High School Dance Club HOBBIES Watching movies/TV Reading motivational/inspirational books Travelling