Miracle Guansing

Miracle M. Guansing -- Summary Understand Customer Demand Detailed understanding of customer demand, what matters to them and how capable we are to respond to our customer’s needs Insights Generation/Data Mining Customer Experience and Frontline Operations work together to generate insights into Customer Demand, Capability to Resolve and Constraints Use continuous improvement tools to identify root causes of gaps identified Address Opportunities – Controllable (People) and Uncontrollable (Systems and Tech, Process and Policies) Use insights to change the way we operate Resolve Process, System, Product constraints that limit our ability to resolve customer demands Build capability to solve more at the frontline Highlights Demonstrates a clear understanding of customer need, potential needs and needs unrecognized by the customer and ensures it is the driving force behind the entire customer experience provided. Thinks customer first and ensures that they are contributing to our delight our customer objective. Advocate for the customer so every single experience is exceptional Clearly articulate key opportunities and insights found on call evaluations. Effectively manage time to meet evaluation targets Effectively identify noncompliance to process and policies Experience Customer Insight Consultant (Quality Assurance Analyst) June 2016 up to present Telstra Wireline (Telco) Teleperformance Philippines Description Monitor and evaluate calls based on Client specific criteria Escalate and communicate detailed information about calls monitored to all clients and Quality Assurance Supervisor Answer Operations’ questions concerning QA guidelines and policies Send out Red Flag/Fatal Error Audits to Upper Management Monitor all Teleperformance centers for quality and performance issues Participate on calibration sessions with Operations, Training, and internal quality members off site Cultural Job Behaviours Specific to this role Customer first mentality with a genuine desire to serve Innovative and collaborative approach to working Willingness to engage in and help create winning culture Openly shares best practice methods and encourages others to do the same Driving a Continuous Improvement Culture Work with management and frontline to integrate Customer Experience Model into day to day operating rhythms Provide leadership on process improvement and drive forward a culture of continuous improvement and efficiency Drives for outcomes in key improvement areas Serves as a change agent for developing a culture of identifying customer pain points and opportunities to improve customer service be it people, process, product or technology Conduct and lead continual T-Time huddles with direct reports whereby the customer is put in the centre of the discussion Assist in ongoing programs of work to drive the behavioural changes that are vital to increasing advocacy within the centre Customer Service Representative November 2014 to June 2016 Telstra Wireline (Telco) Teleperformance Philippines SM Fairview, Quezon City Takes inbound calls for customers with phone line issues and any device requiring line connection Troubleshooting for phone line integrity/quality Conducts standard line testing for issue isolation Escalates to Tier 2 for advanced line testing Customer Service Representative May 16, 2013 – October 2013 Teletech – Comcast (Inbound) Levels 1 & 2 Robinson’s Place Novaliches,Q.C CSR/Subject Matter Expert /Quality Assurance/POC Back office December 2009 – August 2012 Teletech – IINET (Inbound) Levels 1 & 2 Robinson’s Place Novaliches,Q.C Customer Service Representative April  2008 – February 2009 APAC Customer Services, Inc.- Publishing (Inbound Cubao, Quezon City Customer Service Representative June 2007 – February 2008 TELUS International-BPO Bluebird (Outbound) 5th floor, Market Market Fort Bonifacio, Taguig City  Customer Service Representative May  2006  - November 2006 Ambergris Solutions Inc. – CGE (Inbound) 5th floor, Market Market Fort Bonifacio, Taguig City  Education TertiaryAdamson University Malolos City, Bulacan Bachelor of Science in Computer Science- SecondaryThe Cardinal School Meycauayan, Bulacan- PrimaryThe Cardinal School Meycauayan, Bulacan- Character Reference: Jake LLanes Teleperformance Philippines Call Center Manager- Bianca Diane B. Tojos Teleperformance Philippines Customer Experience Manager- Datu Sangkula Teleperformance Philippines Assistance Quality Assurance Manager – Customer Insight Lead-