Shaira Sicat Manansala

SHAIRA S. MANANSALA Virtual Team Manager/Virtual Training Force/Customer and Technical Support--Brgy. Lourdes Tarlac City WORK EXPERIENCES AT&T Virtual Training FEBRUARY 2020-Pressent • Coach Cust Service - Supported 8-12 agents: - Monitors handled calls - Ensures all metrics and product updates are cascaded to Force/Customer and Technical Support the team - Making sure that all goals are being met AMAZON SDS OCTOBER 2019-PRESENT Temporary Team Manager - Supported of 20-25 agents: - Monitors handled chats - Ensures all metrics and product updates are cascaded to the team - Coaches every associate with opportunities and areas of improvement. AT&T FEBRUARY 2019-OCTOBER 2019 • Training Expert - Facilitates a class. - Handles new hire training for language and product specifics. • Temporary Team Manager - Supported of 20-25 agents: - Monitors handled calls - Ensures all metrics and product updates are cascaded to the team • Technical Support - Help customers in fixing issues with their AT&T Services - Assist custmers with all of AT&T scope of support KASPERSKY LAB JULY 2015-APRIL 2019 • Virtual Training Force - Assist the Trainer in creating decks, modules, slides and different training materials. -Facilitates the improvement plan of the account -Handles some classes in lined with the improvement plan. Virtual Training Force/Customer and Technical Support • Technical Support - Activates the license of the customer - Assists in installing the Anti-Virus on customers' PC - Ensures that the protection is working and up to date. - Troubleshoots any issues concerned with the supported product. FTD November 2014-June 2015 - Checks the status of the customers' order - Ensures that the customers are satisifed with the flower delivery - Talks to the florist about an arrangment ordered by a customer. EDUCATION BACHELOR OF SECONDARY EDUCATION MAJOR IN ENGLISH -UNDERGRADUATE