Nino Cortiguerra

NIÑO NAPUCAO CORTIGUERRA Block 10 Lot 1 Phase 3 Sto. Niño Villa De Lipa 2 Sabang, Lipa City Batangas Mobile:- Landline: - Email:- OBJECTIVE: Dedicated, hardworking and reliable individual seeking a job position wherein my experience in customer service, leadership and management skills would be a great contributing factor in achieving corporate goals and objectives. KEY STRENGTHS AND SKILLS: Strong interpersonal communication skills both in oral and written. Analysis and problem resolution. Flexible and can work under pressure with minimum supervision. Staff management and leadership skills. Goal Setting and attainment. Adult learning, coaching and empowerment. Strategic planning and process improvements. EDUCATION: Bachelor in Business Administration Major in Management - 2003 Polytechnic University of the Philippines Apolinario Mabini Campus, Sta Mesa, Manila EMPLOYMENT HISTORY: Operations Supervisor – March 2013 to May 2016 TeleTech Customer Management Philippines Incorporated. Robinsons Place Lipa, Lipa City, Batangas Job Summary: Data Entry - Update performance trackers and other client database. Closely work with workforce management team during operational hours to assure time bounds, staff requirements and phone metrics target set by the client are achieved. Coach agents based on opportunities and behavioral trends observed that are affecting their performance. Monitor and assist agents during operational hours. Collaborate with the support team, training and quality and the rest of operations team for continuous process improvement based on data and observations gathered. Basic troubleshooting on minor technical problems encountered during operations. Monitor team members’ performance. Assist agents on any administrative concerns. Handle highly escalated customer issues and make sure that those are properly addressed in a timely manner. Secure operational documents and send daily operational reports. Manage team KPIs (Average Handle Time, Customer Satisfaction Rating, Quality, Reliability) to achieve targets set by the clients. Training Assistant – September 2012 to February 2013 TeleTech Customer Management Philippines Incorporated. Robinsons Place, Lipa City, Batangas Job Summary Conduct classroom discussions with focus on communication skills to those identified members of the team with training opportunities. Root cause analysis for customer satisfaction ratings which failed to hit the threshold. Prepare reports on trends observed based on actual customer satisfaction ratings received in a weekly and monthly basis. Create educational blasts and visual aids to promote better performance aligned with the existing targets. Coach and evaluate members who are identified as having challenge in attaining performance expectations specifically in providing satisfactory customer service. Customer Service Representative for Healthcare Account – March 2009 to August 2012. TeleTech Customer Management Philippines Incorporated. Robinsons Place Lipa, Lipa City, Batangas Job Summary Handle inquiries from medical professionals inquiring about their insurance claims, plan holder’s benefits and eligibility. Provide immediate resolution on every concern raised by the customer based on existing protocols. Escalate issues that have irregularities during claims processing after detailed analysis and do follow ups if necessary. OTHER PREVIOUS EMPLOYERS: Orvieto Trading Corporation: Silverworks - Store Junior Supervisor KFC Philippines/ Sunny Smile Foods Incorporated – Team Leader Jollibee Foods Corporation - Service Crew/ Crew Trainer Epson Precision Philippines Incorporated - Production Operator SEMINARS ATTENDED: One Healthcare Agent Summit – 2013 @ Bluroze Farms Lipa City, Batangas Leadership Certification Training 101 and 201 – 2013 @Teletech Lipa Service Delivery Center. CHARACTER REFERENCES: Available upon request.