On The Job Trainer - January 2014 - present
Employer’s name - Convergys
Responsible for coaching new hires about the product as well as the process by doing side by side session and one on one coaching to ensure that productivity goals are achieved ones new hires are endorse to the floor.

Duties:
? Answer‘s front line calls from customers.
? Handle customer’s complaints.
? Do one on one sessions with new hires
? Provide real time coaching to new hires

Customer Service Representative – May 2013 – January 2014
Employer’s Name – Convergys
Answer’s inbound calls. Resolve customer’s technical issues and answer customer’s billing inquiry.
Duties:
• Address customer’s billing concerns.
• Assists Customer on their technical issues.
• Recommend’s the best product to customer’s that suits their needs.

Team Leader - December 28, 2010-May 17, 2012
Employer’s Name - Pan Asiatic Solutions
Supervise agent’s individual performance as well as team’s performance as a whole; Assist representatives on how to manage AHT, QA, and Adherence;

Duties:
• Make sure that agents are meeting their daily and monthly metrics by monitoring their performance on a daily basis.
• Listens to agent’s calls and provides feedback real time
• Make sure that agents are adhering to their schedule

Provider Service Assistance - March 29, 2009 – December 28, 2010
Employer’s Name – Teletech
Assist’s providers, doctors and medical representative on their inquiry about member’s health coverage.

Duties:
• Answer’s client’s inquiry about member’s health coverage.

Reservation Sales and Service Representative II – March 5, 2007 – March 29, 2009
Employer’s Name – Teletech Pasay (United Airlines)
Assist’s customers in their flight details, book flight, make changes on customer’s flight details and cancel customer’s flight as per customer request.
Duties:
• Process airline reservation for both International and Domestic flights
• Check flight details