Ruvie May Pacana

RUVIE MAY PACANA Customer Service Manager/Quality Analyst Supervisor/Trainer/Collections Specialist EXPERIENCE CUSTOMER SERVICE MANAGER Real Estate IQ |January 15, 2021 – Current My responsibilities include: Monitoring employee performance, writing reports, and updating records, as required. Feedback and coaching Identifying problems and deficiencies, ensuring necessary corrective PROFILE I am a professional with over 14 years of experience seeking a challenging position where my skills and proficiency can be of great measures are implemented. Creating a detailed action plan by mapping out the necessary steps and organizing them into a logical pattern. Determining how resources should be distributed, ensuring the right amount of work is assigned to the right number of people. Planning work schedules. value. QUALITY ANALYST SUPERVISOR Real Estate IQ | November 1, 2020 – January 15, 2021 My responsibilities include: Responsible for ensuring timely and effective implementation of all company policies, procedures, and activities involved to improve the overall Real Estate IQ customer’s experience. Facilitates weekly calibration sessions with the different stakeholders to ensure that the teams are able to effectively evaluate agent performance and improve customer service and sales. Training, motivating, coaching, and correcting employees to ensure that standards are met.· CONTACT Analyze data in order to find areas for growth. Create reports to track progress. Review processes in order to ensure that they align with current trends. - QUALITY ANALYST-om Real Estate IQ| September 1, 2020 – September 30, 2020 My responsibilities include: Assess the performance quality of CS Representatives and Sales Agents Purok 2, Palilan Jimenez, Misamis Occidental who deal with our existing and potential customers. Monitor inbound and outbound call, chat, and email responses to gauge the CS Representative’s and Sales Agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. Assist in the development, creation, and implementation of call center quality processes and procedures; as well as make recommendations for the enhancement of training materials as needed to improve the overall Real Estate IQ customer’s experience. SKILLS EXPERIENCE Excellent Communication CUSTOMER SERVICE REPRESENTATIVE Skills Real Estate IQ | June 2017- present Great Attention to Detail My responsibilities include: Complaint Handling Responding promptly to customer inquiries and resolve customer Strong Work Ethic complaints via phone, email, and chat. · Well-disciplined Maintaining a positive, empathetic, and professional attitude toward individual customers at all times. Team player Processing requests from other departments. Records Management Keeping records of customer interactions, transactions, comments, and Motivated and Self- complaints· driven Ensure customer satisfaction and provide professional customer support. Service and Support Multitasking SENIOR TRAINER 1 Concentrix | November 2012- September 2019 My responsibilities include: Facilitation of new hire training/process, product specifics, and EDUCATION communication and culture for Concentrix Collections. Xavier University, applicable. Ateneo de Cagayan Collaborated with operations, quality, and supervisors to develop and Bachelor of Secondary maintain consistency in training and existing procedures. Education Created, Designed, modified, and prepared training tracker and 2001 - 2004 instructional material in PowerPoint and that geared towards learner Responsible for curriculum preparation, review, and revision, if centricity. Corpus Christi High School Sending of placeholders on outlook for weekly, bi-weekly, and monthly Completed Secondary touch base with the different stakeholders. Education Traveled to the US for 6 consecutive years for an annual train the trainer - certification conference. Montessori de Oro School Completed Elementary Education- COLLECTIONS SPECIALIST REPRESENTATIVE Concentrix | August 2007- November 2012 My responsibilities include: Ensures that customer experience is provided regarding collection issues Process customer disputes, process, and review account adjustments, resolve client discrepancies and explain misapplied payments. Payment arrangements are provided to the cardholder to help them clear the delinquency on their account. · Ensures that monthly quota/goals are met CUSTOMER SERVICE REPRESENTATIVE- MMICROSOFT Convergys| October 2006- August 2007 My responsibilities include: Is responsible for answering product and services questions Ensures that the customer is transferred to the right department that can help them with their technical issues regarding the product. Process request, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.