Norenea Apryl Obille

NORENEA APRYL N. OBILLE 37 Sta. Monica, Brgy. Holy Spirit, Quezon City-- Career Highlights / Qualifications • Displays enthusiasm, positive thinking, power of persuasion and drive for learning. • Takes initiative and seeks opportunities to initiate action. • Solid understanding and use of computer basics (Windows, Excel, Work, Email and Internet) • Excellent oral and written communication and listening skills. Work Experiences TELEPERFORMANCE FAIRVIEW Assistant Contact Center Manager June 26, 2019 - August 05, 2020 Accountable for the performance of the cluster Responsible for maintaining the program's efficiency metrics Analyzes KPI, identify gaps and trends Performs Root Cause Analysis and formulates and executes action plans to improve performance Assists the CCM in executing account-wide initiatives Operational Excellence Champion February 26, 2019 - June 25, 2019 Conducts follow up audit on supervisors with identified opportunities to ensure continuity of development Operations Supervisor August 08, 2016 - February 25, 2019 Responsible for direct supervision of 15-18 agents Performs consistent and effective coaching sessions to address performance gaps Analyzes performance and develop action plans to bridge gaps TELETECH ARANETA Operations Supervisor June 1, 2015 – August 05,2016 Responsible for direct supervision of 15-18 agents Performs consistent and effective coaching sessions to address performance gaps Analyzes performance and develop action plans to bridge gaps HSD Tier II January 22, 2015 – May 31, 2015 Respond to customer's inquiries in a timely fashion with an ability to deliver clear and concise intructions to assist customers with technical issues over the phone TELEPERFORMANCE FAIRVIEW Subject Matter Expert October 19, 2012 to December 12,2014 Assist Tier 1 agents on technical issues and queries Facilitates refresher activities to Tier 1 agents Technical Support Representative October 19, 2011 to October 18, 2012 Respond to customer's inquiries in a timely fashion with an ability to deliver clear and concise intructions to assist customers with technical issues over the phone ACCENTURE PH Technical Support Representative August 1, 2010 to December 27, 2010 Respond to customer's inquiries in a timely fashion with an ability to deliver clear and concise intructions to assist customers with technical issues over the phone SITEL BAGUIO Technical Support Representative June 18, 2007 to August 31, 2009 Respond to customer's inquiries in a timely fashion with an ability to deliver clear and concise intructions to assist customers with technical issues over the phone Educational Background Bachelor of Science in Commerce Major in Management Accounting Saint Louis College Carlatan, City of San Fernando June 2003 – March 2007 Character References Meriam Angelita Alfaro Program Manager- Kim Sta. Ana Contact Center Manager-