Samantha Nicole Quinzon

SAMANTHA NICOLE QUINZON OBJECTIVE I am seeking a challenging opportunity where I can utilize and hone my soft skills from my experience and academic background, which will allow me to contribute as a member of a team and help the company surpass its goals. CONTACT  - / - - EDUCATION Daraga North Central School Grade 1 - 6 -) St. Agnes Academy 1st Year - 4th Year -) Bicol University AB Political Science (2015 - 2019) SKILLS Communication Skills Interpersonal Communication Active Listening Adaptability Multitasking Critical Thinking WORK EXPERIENCE Customer Support Representative SUTHERLAND GLOBAL SERVICES FTD (NOV 2020 - FEB 2021) Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives. Seize the opportunity to upsell products when they arise. Build sustainable relationships and engage customers by going the extra mile. Keep records of all conversations in our call center database in a comprehensible way. Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets. Customer Support Representative SUTHERLAND GLOBAL SERVICES VRBO (MARCH 2021 - NOVEMBER 2021) Manage large amounts of inbound and outbound calls in a timely manner. Assisting hosts and travelers. Follow communication “scripts” when handling different topics Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives. Build sustainable relationships and engage customers by going the extra mile. Keep records of all conversations in our call center database in a comprehensible way. Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets. Subject Matter Expert SUTHERLAND GLOBAL SERVICES VRBO (NOVEMBER 2021 - NOVEMBER 2023) Providing guidance to the newly hired members of the account. Creating and editing process to help businesses perform tasks consistently. Making recommendation that would help the business provide great customer service. Ensure the facts and details are correct so that the project's deliverables meet the needs of stakeholders. Provide input on test cases and scenarios and validate executed test results. Training others by providing training material for less experienced people. Test the product or service and provide feedback and tips to the team. Develop, implement, and evaluate HR policies and procedures. Advise management and staff on HR-related matters. Virtual Team Manager SUTHERLAND GLOBAL SERVICES VRBO (DECEMBER 2023 – DECEMBER 2024) Managing people by overseeing, training, and advising team members Setting goals by establishing objectives and work strategies for the team Assigning work to team members Overseeing progress towards goals Supporting and coaching team members as needed Ensuring effective communication with team members Inspiring and motivating team members Resolving interpersonal conflicts Planning due dates and testing Using technology effectively