Paula Mae S. Adonis

Paula Mae S. Adonis Del Carmen St., Brgy. Cabacungan Dulag, Leyte 6505 -- Education AY- University of the Philippines in the Visayas (Tacloban College) BA Psychology Senior Standing AY- University of the Philippines in the Visayas (Tacloban College) BA Social Science (Psychology​) AY- University of the Philippines in the Visayas (Tacloban College) BS Computer Science SY- Cabacungan National High School SY- Leonora S. Salapantan NHS SY- Manila Central University Work Experience March 2013 –June 2013 CSR, Teletech Iloilo I was a Customer Service Representative for T-Mobile. We handle technical inquiries and replacements for mobile phones. We also handle basic billing inquiries and package/phone upgrades/downgrades August 2013 – Aug 2014 CSR, Teleperformance Inc., Cebu I was a Billing and Sales Representative for AT&T Uverse. We cater to billing inquiries for Uverse and Telco. We also assist new customers who want to acquire any AT&T product such as Uverse, DirecTV and Mobility. We also do sales since we offer upgrades/upsells to our customers. June 2015 – March 2016 TSR, Convergys Cebu I was a Technical Support Professional for Microsoft Xbox. We cater to all concerns with regards to customer’s Xbox – equipment and account. March 2016 – Feb 2017 Quality Assurance acting Supervisor, Alorica Cebu (Site 1) I am responsible for making sure all the QAs are calibrated with how we should score the agents based on the form given by the client. I make sure that the QAs deliver 100% productivity and finish their phone time at the end of the month, and answer to audit disputes that have not been resolved after the QA responded. I do call scrubs as per the Site Director’s request, generate site conformance and compliance report every week, communicate with the Vendor Manager regarding updates with how we should score the agents, attend and facilitate weekly calibrations, attend partnership calls and other calls pertaining to updates with the product, facilitate and observe QA Talks conducted by my fellow QARs for new hires in training, create QA forms, distribute the weekly dashboard, and create and update the monthly scorecard and all other Ad Hoc requests given by the Vendor Manager, Site Director and the QA Manager. These tasks are on top of the regular QA tasks that I have which is to audit an assigned team, do a regular QA talk to that particular team, give a weekly update to the Team Manager regarding their Conformance rate and work with him/her on how to improve the teams score. February 2017 – June 2018 Customer Experience POC, Alorica Cebu (Site 1 and 2) Our team is assigned in providing analytics and reporting based on the needs of our corresponding partner cluster. We help in identifying key opportunities that the cluster should focus on in order for them to achieve their goals. We are also responsible for listening to surveyed calls, scrubbing or categorizing customer’s verbatim and informing operations about what they need to work on, and what needs to be replicated to help improve VOC (Voice of the Customer) scores. As the POC, I am responsible for the analytics and reporting needs on a Site level. I provide instructions and guidance to the CE Associates on how to do the analysis and reporting. I am also responsible for creating activities that would help improve a certain KPI. I usually facilitate Client, Internal and External Calibrations, attend War Room Sessions and Internal and Client Performance Reviews. June 2018 - Present Quality Assurance Lead, Tbelle Corp. I am accountable for the QA Department. I create new processes pertaining to QA and check current processes for improvement. I facilitate calibration sessions between Ops and QA ensuring that everyone is on the same page. I answer disputes regarding QA evaluations, provide insights and analytics to Ops based on QA findings, and present Performance Reviews both internal and external. I am responsible for ensuring 100% productivity, timeliness in sending reports, and accuracy of audits. I also facilitate and conduct QA Talks for new hires, update QA dashboard, and distribute weekly dashboard. I also collaborate with Ops in doing RCA to help come up with action plans to help improve employee performance. Additional Skills and Achievements Achievements: ● DOST-SEI Scholar ● First Honorable Mention in High School ● Editor-in-Chief (The Quill) for School Paper in High School ● President, Supreme Student Government ● Secretary, Vicariate of Abuyog Youth Ministry ● President, Mount Carmel Youth Ministry ● Graduated with Honors in Elementary Skills: ● ● Proficient in English and Filipino Basic Computer Skills (MS Word, MS Excel, MS PowerPoint) Trainings and Workshops Attended Trainings: ● Alorica Sigma Lite Training ● AT&T Leadership Academy Training ● Operations Manager Coaching Tactics Training (OMCT) ● Excel Level 1-3 Training ● LEAD First Training ● LEAN Overview Workshops: ● Language Grid Proficiency Training ● Problem Solving Skills Level 1 ● Problem Solving Skills Level 2: Root Cause Analysis ● 7 Quality Control Tools ● Time Management ● 7 Habits of Highly Effective People ● Clarity and Conciseness ● Before You Click Send ● Finding the Right One Interviewing Skills Workshop Character Reference Name Mary Flor Acosta Hans Kish Romarate Yvette Sylianco Organization Contact No. Training Manager, Alorica Phils. Inc. - Client Manager, Tbelle Corp. - Customer Experience Associate, Alorica Phils. Inc. -