RODA DIONELA CELEBRADO
Address: Blk 42, Lot 5 Villa Annapolis Subd., Phase 2 San Jose Del Monte, Bulacan Email Address:-
Mobile no.: - / -
CAREER OBJECTIVE:
To be able to acquire knowledge, skills and experience in any field where I can be assigned according to my interests and qualifications.
EDUCATION:-Bachelor of Library and Information Science
University of the Philippines
Diliman, Quezon City
-Ramon Magsaysay (Cubao) High School
Cubao, Quezon City
-Diliman Preparatory School
Commonwealth Avenue, Diliman, Quezon City
WORK EXPERIENCES:
Sept 2017 to Present
Eclaro International
A&M Bldg. Commonwealth, Q.C.
Tier 1 Quality and Development Analyst:
Identifies gaps and important AFIs between the CSS Tier 1 QA guidelines and the process in place and patch them to the current QA form.
Weekly reports sent to the Leadership Team that includes highlights and lowlights.
Scoring and providing feedback to associates
Process improvements and discussions
Weekly calibrations
Dec 2016-Aug 2017
Eclaro International
A&M Bldg. Commonwealth, Q.C.
Customer Success Analyst:
Assisted in resolving cases filed by members, Group administrators, managers. etc through web, chat, email and internally by researching and triaging using knowledge articles, chatter pages, consultations and navigation of the platform we support. We handle average of 16 to 20 plus cases day. Queries supported range from benefit inquiries, portal login issues by benefits administrators. carrier inquiries., benefits enrolment, escalations to Tier 2, etc.
Sept 2016 - Dec 2016
Eclaro International
A&M Bldg. Commonwealth, Q.C.
Quality & Development Analyst:
Monitor phone calls and cases for SHP/BSC to ensure associates are following the organization's protocols and interacting with clients in ways that serve a business's best interests. Measure performance and help implement the business's strategic objectives. Voice quality and product knowledge evaluation, as well as whether associates stick to their training scripts and if customers are satisfied with the results of the interaction, and end calls in a friendly and professional way.
Weekly Calibration- Screens inbound calls and cases to ensure quality, customer service, and adherence to the policies and procedures of the organization.
Achieves daily, weekly monitoring goals for phone and case reviews in accordance to the given SOW.
Responsible for auditing and providing feedback enhancing performance to consultants.
Jan 2015 – Aug 2016
Concentrix Phils.
Spark Place Cubao, QC.
Quality Analyst Lead:
Call monitoring
Provides coaching and feedback to agents
Provides feedback on escalations
Calibration with clients
Facilitates QA huddles
Feedback to nesting agents
Detractor call analysis
Invalid transfer analysis
Provides weekly update management to the entire account
Root cause analysis on certain escalations
Daily QA Report, NPS and CSAT Dashboard, Zero-Tolerance Report
Feb 2013 – Dec 2015
Concentrix Phils.
Building E, UP-Ayala Techno Hub, Commonwealth, Diliman
Senior Customer Care Specialist / Back Office
Office tasks handling automated supplies replenishment deliverables of Xerox consumables
Handles training for teammates in Manila and in Portugal for ASR (Automatic Supplies Replenishment) Consumables
Doing in-depth analysis for escalations from clients, managers and customers concerning products and services
Answering ASR escalations from agents
Feb 2008 – Jan 2013
IBM Daksh Philippines
Building E, UP-Ayala Techno Hub, Commonwealth, Diliman
Customer Care Specialist
As customer care representatives, we answer inbound calls to do troubleshooting for Xerox machines, catering US and UK customers.
January 2007- Feb 2008
Nucomm International Philippines
4F Ortigas Bldg., Ortigas Ave., cor Meralco Ave.
Pasig City
Telephone Service Representative
In this company, I worked under the email/chat support campaign. As an email/chat support representative we provide troubleshooting guides for internet customers through live chat or emails.
April 2004 – Dec 2006
Athena E-services, Eastwood City, Libis, Q.C.
Team Leader (Abstracting Team)
In this company, I worked as a Team Leader handling 5-7 abstractors doing audits of finished abstracts.
July 2003 – Feb 2004
School: Cradle of Joy Early Learning Center
Address: 14-A 11th Jamboree St. Brgy. Sacred Heart
Kamuning, Q.C.
School librarian
I was assigned to develop the school's library. I cataloged the books, processed them and made available for borrowing by the teachers and students. I also developed the library's rules and regulations. I fixed the general arrangement of the books on shelves, planned the additional shelves and suggested the other necessary materials for the library. I was the only librarian on that school so that I did all the library tasks alone.
April 2003 – Dec 2003
The British Council
10F Taipan Place Emerald Ave, Ortigas Centre Pasig City 1605
Invigilator
This was just a part-time job that took place once a month. As Invigilators, we facilitate the Filipino examinees who take up the English proficiency exam. We act as proctors. The examinees are candidates who wish to work outside the Philippines.
January 2003OJT (70 hrs.)
ABS-CBN Tape Library
Mother Ignacia Ave., Diliman, Quezon City
Position Title: On the Job Trainee
Organized video/tape collections for a TV Station.
December 2002OJT (100 hrs.)
College of Business Administration Library
University of the Philippines
Diliman, Quezon City
Position Title: On the Job Trainee
Librarian tasks for a college library.
May 2000- March 2001
Innodata Manila
Faraday St., Cor. South Superhighway
Proofreader/Auditor
We proofread legal documents of 100-500 pages, making sure there are no misspelled words or unnecessary characters based on the original document.
ELIGIBILITY / LICENSURE EXAMINATIONS PASSED:
Civil Service Examinations (taken last September 2, 2003, average : 88.92%)
Board of Librarians(taken last November 18 & 19, 2003, average : 84.15%)
TOP SKILLS:
Costumer Service
Quality Assurance skills
Coaching and Feedback
Keen to details
MS Office Management
Interpersonal and communication skills
General administration
Organizing various collections
Research and library management
Mathematical skills
Flexible, quality-oriented, team-oriented and goal-oriented
