Yanilyne Mae Rafallo
Concepcion Grande Naga City, Philippines 4400
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Objective:
To help the team maximize their full potential in providing the best customer service where I can utilize my work experiences to upsurge customer satisfaction.
Summary of qualifications:
Highly responsible, detail-oriented, and self-motivated
Dynamic leadership qualities
Flexible and can deal with multiple tasks simultaneously.
Excellent written and oral communication skills.
Fast and effective in typing and encoding text documents.
Personal Information:
Age: 24
Religion: Roman Catholic
Weight: 65 kg
Height: 5’5
Birthday: 09/03/1922
Birth Place: Naga City
Work Experience:
Escalations Supervisor
Petco Customer Relations
Sutherland Global Services (February 2016-Present)
Outbound Escalations
Inbound Escalations
Manager Calls
Take in escalations coming directly from the clients both email/ inbound phone
Virtual Quality Analyst
Petco Customer Relations
Sutherland Global Services (November 2015- February 2016)
Achieve daily, weekly and monthly audit
Provide feedback and input on all monitored calls to improve service quality
Prepare QA and CSAT reports
Facilitate call calibration sessions together with Team Managers
Ensure quality and customer satisfaction
Compile reports for management and clients
Provide effective communication and quality feedback through huddle and coaching sessions
Deliver reports on time
Facilitate new hire certification
Accommodate daily scrubbing request
Customer Relations Representative/Email Support
Petco Customer Relations
Sutherland Global Services (January 2012-November 2015)
Taking Inbound/Outbound calls
Assisting customer’s about their account and order inquiries
I hereby certify that all the above information is true and correct to the best of my knowledge and belief.
Applicant
Yanilyne Mae Rafallo
