Morela Recinto

Morela Manalo Recinto Apt 2 Sta. Fe Subd., Brgy. 2A, Mataas na Kahoy, Batangas- - Skype : morela.recinto Job Objective: To obtain a position in a company that recognizes hard work and reliability as central to successful job performance. Profile Statement: Accurate, fast keying skills and sound knowledge of computer applications. Proven ability to collect and manage information efficiently and accurately. Excellent written and verbal communication skills and a strong desire to work hard and perform well. Skilled in planning and organizing with the ability to complete tasks on deadline. An independent worker who successfully meets the challenges of a fast-paced environment providing data entry and administrative support to a large department. A proven track record of efficiency and accuracy in managing multiple functions, solving problems, maintaining confidentiality and producing quality work. Highlights of Qualifications:  Remarkable experience working as a supervisor within a call center environment  Thorough knowledge of and proficiency in quality improvement tools and processes  Familiarity with call center management tools, call center monitoring and reporting software  Excellent written and verbal communication skills  Amazing ability to analyze and identify customer needs  Immense ability to accurately type 45+ words per minute  Exceptional ability to work independently and with a team  Managed workflow on the Call Center floor between incoming calls, supported functions and special projects.  Promoted a superior, customer focused environment by managing the efficient delivery of quality service to customers. Work Experience:  Lead Generation Specialist (Homebased Job) Rankwell Web (thru UpWork) February 2017 – July 2017 Lead Generation Specialist (Homebased Job) Versatel Marketing December 2015- January 2017 Operations Supervisor Prepaid Mobiles – TELSTRA TeleTech Lipa City, Batangas March 2015 - October 2015 Operations Supervisor Residential Billing – TELSTRA TeleTech Lipa City, Batangas July 2012- March 2015 Certified Call Simulation Facilitator Residential Billing – TELSTRA TeleTech Lipa City, Batangas March 2014 Subject Matter Expert Residential Billing – TELSTRA TeleTech Lipa City, Batangas February 2012 – June 2012 Customer Care Representative Residential Billing – TELSTRA TeleTech Lipa City, Batangas July 2008 – January 2012 Work Experience: Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback Meet at least once each week with your team. At a minimum, review the following topics: Review the past week's events, including statistics, results and industry news. Disseminate new product information to the agents. Discuss a sales theme or point-of-interest topic for the agents. Introduce new staff members. Present commendations and awards. Communicate company information. Answer questions and comments. Provide agents with a glimpse of future weeks. Perform at least one monitoring evaluation with each agent every two weeks Spend 30 minutes to one hour monitoring the agent. Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist. At the conclusion, copy the checklist and put it in the agent's file Give the original checklist to the agent. Recruit new staff and schedule existing staff to meet service level objectives. Interview and hire staff. Assess needs/plan ahead. Trainings, Rewards and Recognitions Top Performing Agent for Residential Billing – UNIVERSAL 2011 Top Performing Team Lead – UNIVERSAL 2012 Awardee in Ultimate Cebu Month over Month Top Performing Team Lead July – December 2012 Upskilled Team Lead for BigPond account February – November 2013 Educational Background: Bachelor of Science in Business and Computer Administrations Lyceum of the Philippines - Batangas- University of Batangas Hilltop, Batangas City- Alalum Elementary School Alalum, San Pascual, Batangas- Character Reference: Available upon request. I hereby certify the information above is true and correct. ________________________ Morela M. Recinto