Precy Ibasco

PRECY A. IBASCO APT-I St.Jerome St. Silangan Village Brgy.Geronimo, Rodriguez Rizal-- PROFESSIONAL EXPERIENCE WNS GLOBAL SERVICES INC. May 2013 to present 1.AVIS and BUDGET Car Rental Group – Customer Service Representative Handled 90+ calls daily, with duties including booking new car reservations, retrieving and modifying existing reservations, presenting relevant product information and cancelling reservations. Consistently hitting the required account’s KPI – including but not limited to; Attendance – 100% reliability, no tardiness and absences AHT – hitting an average score of 85% which is higher than company average Customer Satisfaction Surveys – with a passing rate as per monthly record Revenue per call – reaching an average of 80-85% conversion Always being included on the account’s Stack Ranking 2.UNITED AIRLINES – Customer Service Representative Previous acct closed and we were laterally transferred to United Airlines account. Handling an average of 60+ calls daily with duties including booking of New Flight Reservations, Changing Flight, Re-accommodating passengers with cancelled flight, retrieving Customer’s acct/data, presenting several booking options, products and services, and handling basic inquiries about everything the passengers need to know when flying. Handled Domestic Calls within the US, Puerto Rico, Guam & Mexico flight reservations Consistently hitting the required account’s KPI such as AHT, CSAT and ATTENDANCE Assisted new hire agents during their Nesting phase , answering questions and helping them resolve complicated calls/scenarios 2.1.UNITED AIRLINES – Product Trainer (Lead Associate – Training) Promoted as a Training SME after 3 months of taking phone calls, duties include; Assisting Lead Trainer, helping with ADHOCS, observing the class, etc. Passed WCT (WNS Certified Trainer) certification and; Handled Pre-Process Training – US Geography, Airport codes familiarization and United Airlines Overview and History Promoted as Lead Trainer; Passed United Airlines Training Certification and; Handled Process Training – United Airlines products and policies and everything the new hire’s needed to know about the account 7 weeks of Process Training for Domestic Routing 2 weeks Nesting phase – assists newly certified agents Handled Multi Skilled Training such as; International Transition – 13 days of classroom training for Worldwide Routing Empowerment Training Compass/Beta Training Other duties/task include; Daily Reports and Analysis for every class handled Weekly Trainees’ performance review Launching Weekly Knowledge Check and sending Completion and Analysis Reports EOD Sending “Tip of the Day” about Product updates and refreshers Responsible in tracking and checking the team’s Task Compliance Take phone calls for 2hrs/week Attended several Learning and Development Trainings such as; Time Management Root-Cause Analysis Email Etiquette 51 Talk Philippines September 15 to present Online English Teacher Started this career last month and I’m doing this job for part-time as an additional source of income. OTHER WORK EXPERIENCE JAYNITH’S SUPERMART(JDGS Management Corporation, San Mateo Rizal) - CASHIER KAMAY KAINAN BUFFET (Grill and Restaurant) – CASHIER and CHECKER BESTBRANDS DISTRIBUTIONS INC. – SALES COORDINATOR/MERCHANDISER ADDITIONAL SKILLS Software: CITRIX, NICE Recording, COMPASS, Lead Kahuna, Airclass Game Master – creating interactive product related games for every training Experience with Microsoft Office – Word (100%), Excel (85%) and PPT (95%) Excellent communication skills with a focus on Customer Service 50WPM Typist EDUCATION Tertiary : DATAMEX Institute of Computer Technology 2ND FLOOR., ANNELLE BLDG., BIAK-NA-BATO, COR. PNR ROAD, TABUCO, 4400 NAGA CITY, PHILIPPINES Computer Animation, Undergrad (sept 2008) Secondary:Camarines Sur National High School PenafranciaAvenue,City of Naga March 2008 Primary:Calauag Elementary School CalauagClupa,City of Naga March 2003 PERSONAL INFORMATION Sex : Female Age : 25 Date of Birth : May 2, 1992 Place of Birth : Naga City Religion : Roman Catholic Height : 149 cm Weight : 121 lbs CHARACTER REFERENCE Myla Serrano – Deputy Manager, OpsKathlene Joy Merza – Group Manager, Training-wns.com,- Katrina Mae Quicho – Assistant Manager,TrainingJoy Cenizal – Assistant Manager, Training-,-,- I hereby testify that the above mentions are true and current to the best of my knowledge. Precy A. Ibasco