Pearly Joanne Payot

 Pearly Joanne Durana Payot Davao City, 8000, Philippines +63 - 936 – 902 - 7396- Personal Information Date of Birth: August 14, 1996 Place of Birth: Davao City, Davao Del Sur Religion: Roman Catholic Educational Background Elementary:Isulan Central Elementary School, Isulan, Sultan Kudarat Year Graduated: 2008 Secondary:Bambad National High School, Isulan, Sultan Kudarat Year Graduated: 2012 Tertiary:University of Southeastern Philippines, Bo. Obrero, Davao City Degree: Bachelor of Arts in Information Technology Career Objectives To continue my career in this progressive and performance driven organization where I can develop my leadership responsibilities, hone my strategic thinking and mold my individuality in becoming a better leader and being. Summary of Qualifications Fluent in written and spoken English Possess a good verbal and written communication skills Possess creative and strategic thinking Self-motivated and initiative Receptive to feedback Great in relationship building Good in creating analysis Maintains a positive attitude and friendly environment Ability to set goals and meet the objective of the organization Ability to work effectively and efficiently may it be in an individual or team environment Adaptability and ability to work under pressure and with minimal supervision Proficient with Microsoft Office programs such as Excel, Word, PowerPoint, Forms. Seminars/Workshops Attended Basic Microsoft Excel Training 1,2 &3, 2017 2.0 Certification, 2017 PAIR Coaching, 2018 Leadership training: Lead Self, September 2018 QA Automation Roll out, February 2019 Work Experience December 2015 Part Time Data Entry Encoder and Offline Typist Home-based/Work at Home Davao City Philippines Duties and Responsibilities: Enter information into electronic formats by using word processing or data processing software hosted on a computer. January - March 2016 Customer Service Representative VXI Global Holdings BV SM City Davao Annex, Quimpo Blvd, Talomo, Davao City, 8000 Davao del Sur Duties and Responsibilities: Assist customers with the issues that they are facing with their account, devices, and orders. Ensure excellent customer experience Provide long term and accurate resolution to customers’ concerns. May – December 2016 Customer Service Representative Alorica Davao., Gen. Douglas MacArthur Hwy, Talomo, Davao City Duties and Responsibilities: Assist customers who needs resolution for their account, device, and network issues. Ensure customers’ satisfaction with the service, resolution and experience. Ensure customer’s account health by proactively offering options that will prevent future issues. January – April 2017 Subject Manner Expert Alorica Davao., Gen. Douglas MacArthur Hwy, Talomo, Davao City Duties and Responsibilities: Coach agents about the opportunities on their calls to improve performance. Accommodate supervisor calls when necessary. Provide real-time assistance to new hire agents when taking live calls and provide real-time feedback after the call. Ensure accurate resolution and excellent experience of the agents. Conduct a huddle for a mini team regarding updates of the product and processes. May 2017 - March 2019 Quality Assurance Representative Alorica Davao., Gen. Douglas MacArthur Hwy, Talomo, Davao City Duties and Responsibilities: Identify agents/teams impacting behaviors that would affect any of the metrics. Inspect progress of the behaviors being identified. Identifying Performance trends of the agent. Facilitate Quality talks to new hire classes: basic expectations. Monitor agents twice a month, audit and score their calls. Attends huddle and share insights for any updates. Provide critical coaching to any critical call reviews observed. Does roll outs to check agent’s accuracy and understanding on a specific policy or promotion. Facilitate call listening / calibrations with operations or with the clients. Provide helpful analysis / insights based on the calls observed. Share the successes and opportunities observed on a specific promotion. Work with Coaches / OMs in tracking compliance, impacting behaviors, completion. Provide mitigation with calls observed calls with opportunities to prevent future escalations. Provide data to operation’s request from available resources. March 2019 - July 2019 Operations Team Manager Alorica Davao., Gen. Douglas MacArthur Hwy, Talomo, Davao City Duties and Responsibilities: Coach agents targeting most impacting behavior to improve performance. Assist agent with campaign's processes and procedures. Ensure agents' drive and motivation with work. Coach agents with call-outs from clients or from Quality Assurance Team and implement action plan to ensure success the next time. Drive performance by creating concrete action plans from available data. Implement action plan by getting agents' buy in and by highlighting what's in it for them if action plans are being executed. Send emails to client's contractor to ensure resolution provided by the agents. Create and update tracker agents' AHT, Survey, QA scores, Collection and absenteeism. Join client and QA calibration to ensure knowledge with campaign's policies and procedures. Take escalated, supervisor or manager calls if necessary. Conduct team huddles to cascade information or updates to the associates.