I believe a I possess the skills critical for the role. With 10 years being in the call center industry, I trust that I have significant understanding when it comes to handling customers I have experienced supporting customers through different channels like chat email and phone calls. I can certainly multitask like take calls, navigate tools and do documentations simultaneously.

In the previous accounts I have handled it included basic troubleshooting, walking customers through site navigation, billing, handling sales and handling disputes. I have also experienced being in the top customer care team, wherein we handle top accounts and we help manage their account to maintain good selling reputation. I have also experience being a part of social media support, and back-office support.

I was promoted to a Performance Analyst (level 1 Supervisor), and shortly into a Performance Development Coach (level 2 Supervisor), wherein I get to handle the team where I used to belong, and eventually get moved around different departments. As a coach, I provide feedback and coaching in order for the team to achieve a specific target in their performance to ensure quality in customer service.

My longest experience was with eBay. eBay US for a year and eBay Australia for 8 years, where I worked almost across all departments: buying, selling, disputes, etc. With these, I believe I am qualified to be a customer service representative or an administrative personel.

I am confident that appropriate training or transfer of knowledge will be able to easily bridge the gap of whatever knowledge is required of me to perform a specific task.

Career Objective

• Secure a career that will allow me to maximize the skills I have acquired and be able to make a significant contribution to the success of the company, and at the same time achieve professional growth.

Work History

Performance Analyst
Feb 2012 - Sept 2012 (6 months)
ePerformax Contact Center, Cebu City

• Monitors performance quality, AHT, Resolution, and Satisfaction during a customer contact.

• Evaluates calls through call listening.

• Provides feedback to teammates to help hit quality standards.

• Provides real-time assistance to teammates' questions.

• Takes client escalation.

Nihongo-skilled Project Coordinator / Bridge System Engineer
Oct 2018 - Apr 5, 2025 (6 yrs)
WeServ System International Inc, Cebu City (Fujitsu)

• Translates Japanese documents to English and vice versa.

• Application Development Basics such as Business Scenario Test Specification creation and testing.

• Presents weekly and monthly progress reports to clients including team productivity and quality.

Performance Development Coach
Oct 2012 - Oct 2018 (6 years)
ePerformax Contact Center, Cebu City

• Monitors team performance and attendance using scorecards.

• Provides biweekly feedback and coaching to ensure targets are met.

• Helps identify the root cause of performance misses and establish action plans.

• Bridges knowledge gaps by conducting classroom training and meetings.

• Helps teammates set goals for career growth by honing their expertise and exposing them to opportunities related to their strengths.

• Processes teammate disputes and raises issues to internal management.

Customer Service Representative
Sept 2009 - Feb 2012 (3 years)
ePerformax Contact Center, Cebu City

• Supports both inbound and outbound calls, chat, and email for flights, hotels, car reservations, cancellations, and third-party company communication.

• Website navigation, basic troubleshooting, registering accounts, online selling and purchases, billing, resolving transaction issues between buyers and sellers.

• Top account management, social media & back-office support.

Customer Service Representative
Nov 2008 - Apr 2009 (5 months)
Aegis (People Support), Cebu City

• Similar responsibilities as above.

Qualities and Skills

• Excellent Oral and Written English Communication Skills

• Root Cause Analysis

• Coaching and Feedback

• Microsoft Excel Basics

• Teaching/Training - LET Passer (2008)

• Interpersonal Skills

• Passionate & Keen on Quality

• Read and Write Basic Japanese

• Japanese Language Proficiency Test Certified – Level N5, N4

Educational History

• Bachelor of Arts in English
  College of Arts & Sciences
  Mindanao State University
  General Santos City
  School Year: 2004-2008

• Education Units
  College of Education
  Mindanao State University
  General Santos City
  School Year: 2007-2008

• Japanese Language
  Basic Japanese Learning
  Self-Study and Office Training
  2017-Present