Roque Leo Medalla

Roque Leo Medalla Mobile No.: - Email Address:-Onlinejobs.ph profile: https://www.onlinejobs.ph/jobseekers/info/858116 Career Objective: • • To obtain a position that will enable me to use my strong interpersonal and organizational skills. To secure a position with a well-established organization with a stable environment that will lead to a lasting relationship. JOB EXPERIENCE Quality Assurance / Zendesk Support Supervisor/Specialist (Freelance Part-time) HOME BASED October- (July 2022) • Responsible for monitoring and evaluating Sales calls for exceptional customer service resolution for a Publishing and Author Services account. • Delivers feedback to the support professionals, develops action plans and implements changes. • Coaches Virtual Consultants, helping them to improve call handling and QA scores and Sales. • Participates and facilitates client and strategy sessions. • Maintain relationship with corporate customers. • Help manage client’s email via Zendesk and Freshdesk. • Zendesk Support Supervisor/Specialist. • Zendesk Admin and Setup Specialist Part-Time Quality Assurance (CLIQUE interface Inc.) I.T Park Lahug Cebu City Feb. 2020 – September 2020 • Responsible for monitoring and evaluating Sales calls for exceptional customer service resolution for a Publishing and Author Services account. • Delivers feedback to the support professionals, develops action plans and implements changes. • Coaches Virtual Consultants, helping them to improve call handling and QA scores and Sales. • Participates and facilitates client and strategy sessions. Quality Assurance Lead, Fuego Group of Companies CA-USA Home-based Part-time project Freelance October 2019 – June 2020 • • • • Responsible for monitoring and evaluating calls for exceptional customer service resolution for an ecommerce account. Delivers feedback to the support professionals, develops action plans and implements changes. Coaches Virtual Consultants, helping them to improve call handling and QA scores. Participates and facilitates client and strategy sessions. Process Specialist, Cognizant Asia Town IT Park, Lahug Cebu City Philippines, October 2018 – October 2019 • • • • • Responsible for monitoring and evaluating calls for exceptional customer service resolution for a healthcare account. Delivers feedback to the support professionals, develops action plans and implements changes. Serves as source of quality information and data for all areas and employees within the team. Provides feedback and ideas to Quality Manager, ensuring continuous improvement in programs and processes. Participates in and facilitates client and internal calibration sessions. Quality Evaluator, Convergys Asia Town IT Park, Lahug Cebu City Philippines, July 2013 – 2018 • • • • • Responsible for monitoring and evaluating calls for exceptional customer service and technical resolution. Delivers feedback to the support professionals, develops action plans and implements changes. Serves as source of quality information and data for all areas and employees within the team. Provides feedback and ideas to Quality Manager, ensuring continuous improvement in programs and processes. Participates in and facilitates client and internal calibration sessions. Technical Support Professional, Stream Global Services Asia Town IT Park, Lahug Cebu City Philippines, November 2011 – July 2013 • • • • • Takes in calls in line with technical problems and customer service. Process resolution of technical problem associated with product. Verifies and makes sure that account information is kept confidential. Responsible for promoting a product by value creation. Ensures continuous improvement by attending coaching sessions and up trainings. KEY ACCOUNTS: Accenture for CenturyLink, Inc. • Quality Analyst for Data (Plain Old Telephone Service/POTS) support. • Provides real time and remote monitoring and feedback for technical calls. • Provides agent coaching on call handling and promoting customer service. Accenture for Qwest Communications International Inc. (POTS/ENSEMBLE Voice/ENSEMBLE DATA, CRIS DATA) • Technical Service Professional • Provides Technical Support for Plain Old Telephone System (Phone Features & Services). • Schedules repair dispatch for field repairs and service outages. EDUCATIONAL BACKGROUND Tertiary Education (SY-) Bachelors in science mechanical engineering Cebu Technological University M.J Cuenco Ave, Cebu City Secondary Education (SY-) Pardo National High School Pardo Cebu City Primary Education (SY-) Pardo Extension Elem. School Pardo Cebu City QUALIFICATIONS • A hardworking professional, with the heart for work and business ethics. • C2 Mastery Excellent written and verbal communication skills, with an eye for detail. • Skilled in interpersonal communications and human relations. • Knowledgeable in contact services industry and best practices. • Experience in customer service and technical support. • Exceptional versatility with the ability to manage multiple tasks in a pressured environment. • Ability to be flexible and quickly adapts to changing business needs and practices. • Knowledgeable in computer applications, including, but not limited to spreadsheet applications, Excel VBA, Microsoft Office software, MS PowerPoint. MaestroQA, Freshdesk, Zendesk, Google Suite, Asana • Data Story Telling, RCA, Design Thinking. PERSONAL DATA Age Date of Birth Place of Birth Nationality Religion Languages Spoken : 36 years old : August 31, 1986 : Cebu City : Filipino : Catholic : Filipino, English, Visayan