Patrixia Marie Dela Peña Arafiles
28 years old; single
Birth Date: 28th of September 1991
Email Address:-Skills:
Knowledgeable in computer operations and usage of the Internet and E-mail
Knowledgeable in using the following software/programs/systems:
Microsoft Office (Word, PowerPoint, Excel, Outlook)
Windows
Persistent, hardworking, very dedicated and people – oriented
Willing to work on graveyard shift
Can converse and write in English and Tagalog
Proficient with writing reports, business correspondence and procedure manuals
Ability to speak effectively before groups of customers or employees of organization
Excellent communication skills; verbal, written and listening
Professional customer service skills; solutions mindset, helping nature, passion for the customer and the customer experience
Good time management skills
Ability to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive way
Scholastic Records:-Masters Bachelor of Science in Hotel Restaurant ManagementPhilippine Women’s
Specialization in Culinary Arts Technology University, Taft Avenue Manila-TertiaryBachelor of Science in Hotel Restaurant ManagementPhilippine Women’s
Specialization in Culinary Arts Technology University, Taft Avenue Manila-SecondaryJunior Middle Division; Philippine Women’s University, Taft Avenue Manila-Ermita Catholic School, Manila-PrimaryErmita Catholic School, Manila
Seminars Attended:
Team Leader 101 (Facilitated by Teletech Philippines)
Team Leader 102 (Facilitated by Teletech Philippines)
Coaching Essentials (Facilitated by Teletech Philippines)
Smart Coaching (Facilitated by Teletech Philippines)
Building an Effective Team (Facilitated by Teletech Philippines)
Work Experience:
Juno Moneta LLC
Operations Manager – April 2020 to July 2020 (WFH)
Working with Team Leads for the development of an agent
Collaborate with Agents for coaching
Handles Working Reports
Oversee different accounts for different clients
Provide training and support during training and production
Team Wired
Data Entry & Guest Relations – August 2016 up to March 2020 (WFH)
Calendar Management
Synchronize calendars in HomeAway, TripAdvisor, Booking.com and Airbnb
Data Entry
List units to HomeAway and TripAdvisor
Guest Relations
Answer inquiries from guests
The Higher Collections
Call Quality Analyst – July 2019 up to August 2019 (WFH)
Review Calls of the agents and Provide Reports
Place orders of the products
Create Start and End of day Reports
Teletech - Telstra
Team Lead – January 2017 up to July 2019
Handled Inbound & Outbound Teams
Monitored and coached agents daily
Working with the Operations Manager, SME and the Quality Coach for the development of an agent
Administer the Quality / Assessment process to ensure all quality standards/targets can be met
Establish priorities, set goals in an appropriate manner to meet and exceed business goals and objectives.
Maintain appropriate level and proficiency in all aspects of call techniques.
Interview and select new hire candidates
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
To possess expertise in and effectively instruct others in the use of Positive Performance
Facilitate and create a teamwork environment
Effectively conduct meetings
Ensure all issues regarding attendance, performance and conduct of direct reports is addressed and supporting documentation is maintained appropriately
Rewarding and disciplining employees; addressing complaints and resolving problems
Subject Matter Expert – October 20016 up to January 2017
Provide resolution to the agents
Create report for End of Day with Graph
FCR Champ - September 2016 – October 2016
To maintain a certain KPI and make sure that target can be reached
Technical Support Representative - May 2016 up to August 2016
To receive calls, assists the customers.
Assist the customers for their internet and home phone services.
To provide world class customer service experience
Tous Les Jours Philippines
Tous Les Jours Supervisor Trainee Plant Operations - September 2013 up to March 2014
Preparing the orders from the stores and dispatching.
Creating orders and make sure to have it completed
Meet the stores demand of the product
Handle people to ensure they are doing their duty and job
Cake Decorator - January 16, 2012 – September 2013
Create Cake and file an order to our Plant Operations
Convergys – Citibank
Collections Inbound Representative - May 2011 – October 2011
Receive inbound calls and answer their inquiries about credit card.
