Nico

Nico C. Jaranilla 565 Interior Cupang Cupang, Muntinlupa City (02) 894 -- Objective To have a full time position in a respected company with room for career advancement based on performance. Educational Background Pamantasan Ng Lungsod Ng Muntinlupa NBP Reservation Poblacion, Muntinlupa City Graduate of Bachelor of Arts in Psychology -) Work Experiences Teleperformance Philippines Operations Supervisor January 2014 – Present Roles: Responsible for serving as a mentor and coach to the agents on the floor. First point of escalation to the assigned team of 10-15 CSR resolving difficult customer scenarios in the absence of Subject Matter Expert. To have a high level of proficiency regarding client’s services and company policies. To ensure timely coaching is provided to 10-15 CSR on a weekly basis focusing specifically on performance feedback. To ensure service level requested by the client is being met. To assume responsibility in the absence of the Assistant Centre Manager. Responsible in signing off applicants to determine culture fit applicants and determines performance and attrition risks. Subject Matter Expert December 2012 – January 2013 Subject matter expert for nesting or transition agents from product training before endorsing to production. Exhibits the highest level of expertise in performing a specialized job, task, or skill within the organization. Responsible on how tasks, include the order of performance steps, are to be performed. Responsible for acceptable performance level. Customer Service Representative September 2011 – December 2012 Roles Provides best customer service experience to clients in a Canadian Telco account Responsible as the first line in customer service providing First Call Resolution in a timely manner, and customer satisfaction Directly reporting to operations supervisor for coaching opportunities and for hitting daily, weekly and monthly goals as a team Convergys Philippines Services Customer Service Representative March 2011- August 2011 Roles Provides best customer service experience to customers in a US based cable account Responsible for hitting team goals and metrics by providing First Call Resolution and Customer Satisfaction Galeo Equipment and Mining Company Recruitment/Compensations and benefits Assistant October 2010 – February 2011 Roles Directly reporting to Recruitment Specialist and Compensations and benefits Specialist Maintains accuracy of 201 files and government mandatory requirements Responsible for screening of applicants