Rodolfo T. Viva II

RODOLFO T. VIVA II, BSN Blk.21, Lt. 15 Phase I, Grandville, Subd, Brgy. Mansilingan, Bacolod city Contact #:-/- Objectives: To acquire a position that will use my education, skills, abilities and experience in the office setting that provides support and learning for others. Personal Data Name: Rodolfo T. Viva II Age: 31 years old Gender: Male Religion: Roman Catholic Height: 5’6” Weight: 150 lbs Education Tertiary: University of Negros Occidental- Recoletos - Bachelor of Science in Nursing Secondary: University of Negros Occidental- Recoletos- Batch of Graduate-2003 Primary: Education and Training and Center School-1 Batch of Graduate 1999 ACHIEVEMENTS: • • • • Top agent for October, November and December 2011- Comcast Video Billing and repair. Top Q4 agent-Convergys 2011, Comcast Video Billing and Repair. Top team for 6 consecutive months – From January 2015 to June 2015. Successful initiatives stated below. INITIATIVES: • AHT Time attacks – drill sessions focused on enhancing call handling skillsets of agents; broken down into specific call drivers. • SALES Rejection incentive – to increase pitch rate, agents count number of rejections from offer to customers daily; the team with the highest rejection count wins a certain incentive. • DCDF – real time call listening and feedback given to agents; drives CSAT and FCR behaviors. Work Experiences Comcast-Central Billing – Team leader Transcom Inc. Bacolod May 11, 2017 – March 20, 2018  For the specifics and breakdown of the responsibilities, please refer to page 3 - (Video Billing and repair [COMCAST] - Team Leader ) QA Supervisor, Home-based [Media Thrive] January 15, 2017 – March 15, 2017                   Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. Measures employee performance and process improvement via recorded and/or live monitoring and audits. Recommends call quality standards by studying calls and customer service. Provides feedback to agents by monitoring calls; conducting weekly help sessions. Providing ratings, identifying training needs, developing training programs and conducting training that lead to excellent customer service. Analyze trend report data and give recommendations to the Call Center Leads. Assist with the development of call center training and QA process. Works on a variety of assigned special projects. Schedule multiple agents depending on ratios. Ensuring adequate staffing levels, recruiting, training and development of staff. Provide feedback to QA agents of their performance metrics. Lead and maintain employee satisfaction and morale by using reward / recognition tools available. Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance. Provide leadership insight in Process improvement initiatives Responsible for compliance for all processes and policies and developing quality and productivity evaluations. The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction. On-Going flexibility is required. Decision making in critical and day to day situations. Handle client relations on a per need basis. East Overnights [TWC] - Team Leader Convergys Bacolod July 2013 – July 26, 2016  For the specifics and breakdown of the responsibilities, please refer to page 3 - (Video Billing and repair [COMCAST] - Team Leader ) Video Billing and repair [COMCAST] - Team Leader Convergys Bacolod July 2012 – July 2013                 Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. Demonstrate teamwork by supporting and assisting other Team Leaders as necessary. Effectively use business standard oral and written communication skills on a daily basis. Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc. Demonstrate flexibility by working varying shifts and responding to unanticipated events. Maintain phone skills while applying knowledge to day-to-day project experiences. Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements. Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. Coach team members on their performance on a regular basis. Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution. Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, FC, QA, etc). Through coaching, ensures Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance; uphold strong CSAT culture and metrics as critical component for performance. Able to take end-to-end ownership of employee issues that require liaison with others. Use and promote Company recognition programs and understand the direct correlation between recognition and retention, initiate ideas for activities that will care for employees and promote engagement. Meet or exceed all deadlines for reporting. Transition SME Convergys Bacolod May 2012 – July 2012      Support transition teams and facilitate a smooth transition into the production phase. Coaching and side by side role. Daily teach back and pre huddle activities. Scrubbing of low alerts. Direct feedback (surveys-VOC) Video Billing and repair [COMCAST] - SME January 2012 – May 2012      Support the LOB and agents on all inquiries related with the account for VIDEO BILLING. Handles support role tasks like coaching, side by side with agents, listening sessions and direct feedback. Handles escalation/supervisory calls. Handles the LOB program for AHT BOOTCAMP. In charge for updates on billing related concerns and escalations. Credit and prorating in specific. Video Billing and repair [COMCAST] Convergys Bacolod June 2011 – December 2011 • • • Assist customers in repair Comcast Video Comcast relate issues such as no picture, reception issues, channel inquiries, remote control programming, VOD issues and channel line-up issues. Assist in billing issues for customers. Such as billing inquiries, dispute on billing charges and application of credit. Handles sales-upgrading and downgrading services these include adding new Comcast productsHSI, TELEPHONE and CABLE services. Customer Chat Support [COMCAST] Convergys Bacolod December 20, 2010- June 19, 2011 • • • Assist customers in repair of High Speed internet issues, including No internet connection, slow internet connection, modem and router configuration/set up and all issues alike. Assist customers in trouble shooting phone related issues such as no dial tone, static phone lines, and change in phone numbers, porting of numbers and general inquiry about Comcast phone service. Answers general inquiries for High speed internet/email and Phone service. Customer Support [EXPEDIA] TELEPERFORMANCE Bacolod May 19, 2009 – August 20, 2009 Job Description: • • • • • Assist customers in booking flights, hotel and destination packages Processes refund and cancellation of flights and hotel bookings Handles disputes about cancellation fees and other issues under the same subject matter Answers general inquiry on about airline guidelines, hotel policies and package inclusions. Assists customer in transfer of flights and hotel bookings. Also in other problems concerning flight related issues or room inconsistencies. Referrals:  Darlene Mae Villanueva Operations Manager - COMCAST Convergys- Philippines Contact #: -  Michael Martin Gialogo ESQ Manager- Time Warner Cable – East Division Convergys- Philippines Contact #: -; -  Jerome Kwan Operations Mgr. Transcom Inc. Contact #: -