Rafh Robert F. Pangan

RAFH ROBERT F. PANGAN Permanent Address: 160 Santa Barbara Lubao, Pampanga Phones: - | - Email Addresses:- Objective To contribute developed skills to a challenging position with a progressive organization offering opportunities for growth and advancement Summary of Qualifications Well experienced in various areas of expertise including sales and marketing, customer and client relation services, and technical support activities Self motivated; able to implement decisions and set effective priorities to achieve both and immediate and long term goals Excellent communication skills, both oral and written Proven interpersonal skills, having dealt with variety of professionals and clients from various trades and industries Can easily adapt on different working environment Knowledgeable on several Microsoft Office Applications such as MS Word, MS Excel, MS Powerpoint, MS Visio, MS FrontPage, and MS Access Yellow Belt Six Sigma and ISO 9001:2008 trained Highly Analytical: Knowledgeable on the 7 Quality Control tools Work Experience TechMahindra Vcustomer IncorporatedSeptember 2015 to April 2017 Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise. Quality Team Lead (September 2015 to April 2017) Supervise and lead a group of Quality Analysts, Compliance Associates and/or similar roles, who caters a technical support line of business of the leading Telco company in the US by: Ensuring the delivery of timely and accuracy of evaluations Ensuring all strengths and opportunities identified by the Quality Analysts were dissemiinated to the agents by means of QA huddles, coaching and feedback sessions. Generate reports and analysis to drive operational performance by proactively identifying account level performance related opportunities by KPI up to and including customer experience drivers, FTR influencers, customer satisfaction levels, agent learning opportunities, and knowledge management improvement areas by client program. Attending weekly, quarterly and monthly client business reviews and ensuring all opportunities and challenges identified are being shared to the operations team as well as to the clients and providing action plans to improve operational metrics IBEX Global Solutions IBEX Global Solutions is a network of contact centers and is cost effective and strategic in outsourcing key customer management requirements to a partner with imperative experience QA Supervisor (June 2013 to September 2015) Supervise and lead a group of Quality Analysts, Sales Verifiers and/or similar roles, who supports one or more program/s by: Ensuring the delivery of timely and accuracy of evaluations Generate reports and analysis to drive operational performance by proactively identifying account level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levels, agent learning opportunities, and knowledge management improvement areas by client program. Quality Analyst (July 2011 to June 2013) Responsible for proactively identifying agent level performance related opportunities by KPI up to and including customer experience drivers, sales conversion influencers, customer satisfaction levels, agent learning opportunities, and knowledge management improvement areas by evaluating a random sampling of calls and other customer contact methods for compliance to prescribed client project standards including but not limited to adherence to standards, accuracy, customer experience and contact handling efficiency through the support of at least one account project within a portfolio account. Customer Service Representative (March 2011 to July 2011) Assist US based customers inquiring about their phone and broadband servce and generate sales by means of convincing customers to sign up for additional services June 2009 to March 2011 Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. It is the leading global business process outsourcing provider of customer care and complementary back-office processes. Academy Bay Coach (March 2010 to March 2011) Shadows Product Specific Training of Newly hired agents Supervise up to 25 Inbound Sales Representatives from their Nesting Period up until their second month in production Coordinates with the Quality department to make sure updates are being disseminated to the production floor. Assists newly hired Supervisors and train them to their specific tasks until they are fully endorse to production. Inbound Sales Representative (June 2009 to Marchh 2010) Assist UK based customers inquiring about their phone, television and broadband service, and convincing them to sign up Nanjing Industrial Tools and EquipmentMarch 2008 to April 2009 Nanjing Industrial Tools and Equipment is one of the leading providers of customized solution-based products and services in the field of software and hardware development, building automation, factory and macchine automation, security and surveillance, digital signage and e-commerce. Technical Sales (March 2008 to April 2009) Generate new sales leads and conducts relevant researches on such leads. Manages technical services of existing clients and coordinates with principals’ technical support cases that need further reference. Performs support tasks / after sales support using existing skills and knowledge and other technical resources. SYKES Asia IncorporatedJune 2007 - March 2008 SYKES Asia Inc. is officially recognized by the Philippine government as the pioneer in the Philippine call center industry. The company supports over 30 international clients from technology, telecommunications, financial services, industrial, fast moving consumer goods, retail and travel. Customer Service Representative (June 2007 to March 2008) Assist US based customers with their billing concerns, service queries, and payments by using provided resources Educational Attainment Bachelor In Science in Computer Engineering Mapua Institute of Technology Intramuros Manila, Philippines Associate in Health and Science Education Far Eastern University Sampaloc Manila, Philippines Seminars and Trainings Attended Six Sigma Yellow Belt Sponsored by TechMahindra Vcustomer Inc. Cebu City, Philippines November 2015 ISO 9001:2008 Sponsored by TechMahindra Vcustomer Inc. Cebu City, Philippines December 2015 UNNATI Program Sponsored by TechMahindra Vcustomer Inc. Cebu City, Philippines March 2016 Leap Camp 2008 (eAutomation Professional Certification Program) Sponsored by Advantech Taipei, Taiwan April 2008 Introduction to eAutomation Sponsored by Elcomp Trading Penang Malaysia March 2008 Personal Information Birthday: March 16, 1987 Civil Status:Single Ciitizenship:Filipino Character References Available upon request I hereby certify that the above information are true and correct to the best of my knowledge and belief. Rafh Robert F. Pangan Appllicant