Ruben
Ebora
Associate Manager
CONTACT ME
--San Pascual, Batangas
4204
EDUCATION
Lean Six Sigma Yellow Belt Training
Sutherland | Tarlac
2019
CLASP Training
TESDA | NCII Certicate
2014
Secondary Education
Sto. Niño National High Scbool
2006 -2010
SKILLS
Strong leadership and management
skills
Analytical thinking
Strategic Planning
Risk Management
Customer and Client
Focused
WORK EXPERIENCE
2022 - Present
Associate Manager- Customer Experience
Sutherland l Clark Pampanga
Managing Quality of three programs; Technology and Collections
Manage and supervise the quality team, providing guidance and support as needed
Develop and maintain quality metrics and reports to track performance
Create monthly improvement initiatives for the three programs I’m supporting
Collaborate with training and operations teams to develop and implement training
programs to improve quality
2018 - 2022
Quality Analyst - Netspend and 8x8
Sutherland l Tarlac and Clark
One of the Certified Site Gages of Netspend attending client calibrations
Evaluate the quality of each call based on predetermined criteria such as accuracy,
professionalism, and customer service.
Provide feedback to agents on areas where they can improve their performance.
Develop and implement training programs to address areas of improvement.
Conduct regular audits to ensure that agents are following established procedures.
Participate in calibration sessions to ensure consistency in the evaluation of calls across
the team.
Maintain accurate and up-to-date records of evaluations and agent performance.
Work closely with team leaders and managers to identify areas where performance can
be improved.
2015 - 2019
Customer Service Associate - Netspend
Sutherland l Tarlac
Provide exceptional customer service via phone, email, or chat to customers and clients
of Netspend.
Respond promptly to customer inquiries, resolve issues, and escalate complex issues to
appropriate departments as needed.
Provide support for Netspend products and services, including prepaid debit cards and
related financial services.
Identify opportunities for process improvement and provide feedback to management
on customer trends and concerns.
Participate in ongoing training and development to improve knowledge of Netspend
products and services.
REFERENCES
May Sadorra
Rhodora Bognot
Ubiquity / Business Director
Sutherland / Manager
Phone:
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Phone:
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