Nadia Magno

NADIA DIANA U. MAGNO Email Address: -Skype ID: nadjmagno SUMMARY OF QUALIFICATIONS: Wide experience in Customer Support Services in the contact center industry and other customer facing businesses Administrative works online based, calendar management, data entry, data research Proficient in MS Office, Excel, Powerpoint, Salesforce, Freshdesk, Autotask, Hubstaff, Trello Monitored and coached agents on their AFI’s, check on their progress and set action plans on how to address individual defects Listened to call recordings and gauged each using the guidelines provided by the Client Mentored and coached new agents on the floor to get the new hires up to speed with daily call handling techniques and procedures Experienced in supervising merchant sales operations of food and of women’s clothes. Handled a group of individuals to perform and meet the sales requirements. Created daily reports and analysis of sales JOB EXPERIENCE: April 01, 2019 – Present Product and Admin Support Associate TOA Global 2nd Floor, Business Center 12, PhilExcel Business Park Clark Freeport Zone, Pampanga Communicate to prospects the business benefits and proposition of the product Personally manage customer relationships and dealing with customer issues Update the sales pipeline, ensure promised actions and sales requests are delivered Maintains Clients LinkedIn Accounts and contacts Prepares weekly team report and other administrative tasks Provisions new portal August 20, 2018 – March 29, 2019 Quality Coach Majorel (Arvato Bertelsmann) Tech Hub 4, SM Clark, Angeles, Pampanga Conducts quality audits for agents on a daily, weekly and monthly basis Provides coaching and feedback to agents Shares feedback with Team Managers and Operations team and discuss action plans Attends Calibration sessions Ensure consistent application of the quality process/system October 01, 2016 – August 17, 2018 Customs Clearance Broker FedEx Express Philippines Building 6, Jose Abad Santos Ave, Clark Freeport, CSEZ Helps importers and exporters meet federal requirements for international shipments Classify goods according to tariff coding system Properly tags invoices prior to sending documents to Customs Screens documents and make sure that all goods are within the provisions of Customs law Back-office support in checking and filtering documents Feb 09, 2015 – October 22, 2016 Administrative Support Independent Client Resource Agency/ Freelancer Data Entry work, Email management and other customer record referencing task Also checks Business Reports analysis (flow of Sales, differences on the number of products sold on weekly and monthly basis) Daily monitoring of Customer Reviews and encoding them into our database Keyword research, Tracing orders October 2014 – Feb 06, 2015 Administrative Support/ Telesales Agent (Magazine Subscription) Upwork Client March 17, 2014 – September 12, 2014 Customer Relations Officer Singapore Green Book Inc. Essel Park Subdivision, San Fernando, Pampanga Liaise with clients based in Singapore for artwork approval Calling clients for collection of payments Collaborate and coordinate with Sales and Customer Service Department to ensure excellent customer service is provided to the clients January 07, 2013 – March 16, 2014 Chat Specialist Engage To Sell Work – at – Home Handles and promotes quality customer service to clients overseas through our Chat tool Assist customers with Automotive inquiries Uses techniques that are of standard to both company and dealership Converts each Chat contact into Lead, giving the dealership the opportunity to assist our Client even more June 10, 2009 – December 29, 2012 Senior- Quality Assurance Specialist Sutherland Global Services CSEZ, Pampanga Responsible for auditing quality calls and providing feedback to Account Managers, Team Managers and consultants Achieves daily, weekly and monthly quality monitor goals for voice/ email/ chat in accordance with account specified goals Provides performance feedback and input all monitored calls to increase service quality Serves as point of contact for all quality related issues and questions Prepares Quality related reports and interacts with Operations and support groups regarding quality improvements. Ensures adherence to client standards and recommends/develops actions plans/process improvements, if necessary to contain and correct quality problems Ensures quality of work to the satisfaction of customer (internal/external) and delivers accurate reports for process improvements Assesses and discusses problems relating to yield quality, efficiency, non-conformance and other major discrepancies with Operations and support counterparts and provide process improvements to address these concerns. Conducts weekly calibration (Voice and Non-Voice) in order to check variance and understanding of Team Leaders/ Associates on the Standard set by the Client Mining of surveys tagged with Language Defects and provides analysis based on the observed call. March 10, 2008 – May 10, 2009 Communications Analyst Sutherland Global Services CSEZ, Pampanga Assesses language quality and communication skills using the accepted monitoring form Delivers timely, constructive language feedback to agents through call monitoring system and in-person. to aid in agent skill-enhancement Conducts Training Needs Analysis (TNA) to address specific operational needs Performs coaching sessions for agents undergoing transition and tenured agents Facilitates communications and customer service up trainings Collaborates with program supervisors, quality and training team in improving agents’ communication skills Set action plan for each agent to address AFI’s and worked with fellow CA’s in addressing agent’s improvement on CSAT Prepares and submits to immediate Supervisors, Operations and Quality team weekly report on the over-all performance of the agent under the Communications Skills evaluation form July 7, 2006 – Feb. 10, 2008 CUSTOMER SERVICE REPRESENTATIVE ICT Group Marketing Services, Inc. 19TH Floor RCBC Plaza 6819 Ayala Ave. corner Sen. Gil Puyat Avenue Makati City, Philippines Handles and promotes quality customer service to clients overseas through telephone. Uses techniques that are of standard to both company and clients. Accounts worked with: General Motors - Household Bank (HSBC) Outbound Offers credit cards to valued customers of General Motors Provides additional information to their privileges and opportunities HSBC Card Services – Outbound Handled incoming calls from new and existing HSBC Card holders Take phone - in applications for qualified customers Assist and provide customers the information they need about the product Pru -Life UK – Outbound/ Retention Handled incoming calls from new and existing Citibank card holders Assist and provide customers the information they need about the product Prevent attrition / cancellation of the said membership Virgin Mobile USA- Inbound/ Upselling Handled incoming calls from new and existing Virgin Mobile USA customers Take phone-in activation of phones serviced by VMU Troubleshoots and provides answers to phone problems Answers inquiries on the customer’s account (billings, call history) October 13, 2004 – June 3, 2006 STORE SUPERVISOR Plains and Prints Gateway Mall, Araneta Center Quezon City, Philippines Handles and monitors a store that provides wide range of selection of ladies’ clothes which usually targets the corporate level. Promotes good customer service to clients, analyzes the branch flow of sales and suggests solutions to possible problems, responsible in achieving sales target set by the department, upholds the company’s rules and regulations, monitors stocks inventory, demonstrate proper work ethics for work development and for the stores image. EDUCATION: CENTRO ESCOLAR UNIVERSITY Bachelor of Science in Medical Technology Mendiola, Manila, Philippines IMMACULATE CONCEPCION PARISH SCHOOL Elementary and High School Department Cubao, Quezon City, Philippines March 1994 SEMINARS / TRAININGS ATTENDED: Available upon request