Quennie Mae Diaz Flores
PERSONAL PROFILE
Skilled team leader who has worked in the BPO industry for over a decade. I have experienced in coordinating, planning and supporting daily operational and administrative functions.
SKILLS
Strong People Management/Team Handling and possess excellent communication skills/customer service
Self-motivated, can work under minimum supervision, public-oriented, innovative, and result-driven (positive attitude and highly trainable)
WORK EXPERIENCES
Production Team Leader/Supervisor (Technical/Sales Account)
Comcast – West Services, Inc. / Alorica Philippines - Makati City, Philippines (March 2011 – June 2018)
Evaluates, motivates, and coaches agents in the performance of their duties to ensure all training and development needs are met and goals are achieved.
Prepares and administers performance evaluations regularly.
Interfaces effectively with other departments to handle floor issues quickly and efficiently. Resolves issues in a timely manner. Identifies department and team priorities.
Facilitates positive employee relations by fostering an environment of open communication and approachability.
Remains abreast of new products and services.
Attends conference calls and meeting with client and/ or management as needed.
Leads training to both new and tenured agents.
Assists in the hiring process.
Performs other related duties as assigned.
Production Team Leader/Supervisor (Retention/Sales Account)
AT&T – West Services, Inc. / Alorica Philippines - Makati City, Philippines (March 2012 – September 2013)
Supervised a team to provide excellent customer service and hit the metrics assigned by the client.
Mentored associates on how to offer suitable packages to the customers and avoid customers from the cancellation of their accounts
Attends operations/quality meeting with the client either face to face or via conference calls.
Technical Support Representative
Comcast – West Services, Inc. / Alorica Philippines - Makati City, Philippines (March 2011 – March 2012)
Technical Support / Retention / Sales Representative
Cricket – West Services, Inc. / Alorica Philippines - Makati City, Philippines (March 2009 – March 2011)
Collections Representative
Sprint– Rainmaker Asia - Makati City, Philippines (August 2005 – February 2009)
Telemarketer
Rainmaker Asia – Makati City
Handled outbound calls to offer mortgage refinancing to prospective customers.
Education
Bachelor of Science in Biology
University of Makati
2001 – 2005
“DEAN’s Lister”
San Isidro Academy
Bacolod City, Negros Occidental-
VALEDICTORIAN
PERSONAL INFORMATION
Age: 35
Date of Birth: November 11, 1984
Gender: Female
Civil Status: Married
Citizenship: Filipino
