Customer service or any work that would optimize my customer service experience

Overview

Looking for full-time work (8 hours/day)

at $3.41/hour ($600.00/month)

Undergraduate of BS Computer Science in University of the Philippines

Last Active

January 15th, 2014 (3986 days ago)

Member Since

January 16th, 2014

Profile Description

Paul Allen L. Sazon
382 Marseilla St. Muzon I
Rosario, Cavite
Philippines - 4106
chad646159@yahoo.com
Summary:
Managed and developed reports to better inform the Operations Team as an RTA (Real Time Analyst). Performed Quality Audits (Verint and NICE) and effective coaching using SKEP (Skills and Knowledge Enhancement Plan) for agents to provide excellent customer experience as a CTT (Coach Track Trainee) in Sitel Philipines. I Also attended a couple of training sessions such as : Associate SKEP online (Skills and Knowledge Enhance Plan), GOS online (Global Operating System), Instant Coaching online, KRONOS 5 (Workforce Timekeeping), Managing Team Metrics online, and Setting Goals Effectively online.
After leaving Sitel Philippines, I worked as a Risk Management Analyst for JP Morgan Chase & Co. CCS – Fraud inbound. There I was trained for multiple splits (856/879/864/404) and became a FEVA (Fraud Escalations and VIP coordinator) toggler. After being with the firm for a year, I was chosen to become a part for the MIC (Manager in Charge) desk. There I was trained for real time queue management, staffing, forecasting, plotting exceptions in ESP, and coordinating with Fraud Network for service level purposes.
Experience:
CSP (Customer Service Professional)
Capital One UK - Sitel Philippines
August 2008 – May 2009
Was responsible for providing service to general customer inquiries for their credit cards. Ranked Top 2 agent for the month of October 2008 and Top 1 agent for the month of December 2008.
Sales Mentor
Capital One UK – Sitel Philippines
May 2009 – August 2009
Was responsible in auditing and coaching the agents depending on how they deliver the Balance Transfer offer (Considered as sales for Capital One) to the customers. Also responsible in organizing events and planning incentives to motivate the agents. Attended meetings such as Sales Calibrations and All heads Meeting attended by the Operations Team.
RTA (Real Time Analyst)
Capital One UK – Sitel Philippines
August 2009 – November 2009
Responsible for Real-Time Queue Management using CMS, IEX, and Blue Pumpkin. Also Responsible for Generating Reports using Business Objects and Excel. Provides feedbacks to Workforce and Operations team on the current and past performances in relation to call metrics, staffing, and planning. Attending meetings like, headcount meetings and staffing calls.
CTT (Coach Track Trainee)
Digital River – Sitel Philippines
November 2009 – February 2010
Attending training sessions both classroom and online, to learn the principles and equip me to become an effective coach. Performing SKEP (Skills and Knowledge Enhancement Plan) to improve the performance of my agents. I’m also attending meetings and Quality Calibrations with our Operation Managers and Clients to improve the account’s performance.
Trainings Attended:
• Associate SKEP – an online training session which teaches CTT’s the processes of coaching and SKEP( Skills and Knowledge Enhancement Plan) to improve an agents performance.
• GOS (Global Operating System) – an online training session which explains the company’s structure and processes.
• Instant Coaching – an online training session which illustrates tips on how to deliver an effective coaching.
• KRONOS 5 (Workforce Timekeeping) – An online training session that teaches Supervisors on how to effectively manage an agent’s timecard.
• Managing Team Metrics – an online training session that emphasizes the importance of effectively managing your team’s stats. Also teaches supervisors on how to effectively communicate goals to his/her agents.
• Setting Goals Effectively – an online training session that provides guidance on how to set and communicate goals to an agent, follow up results, and executing Performance Management if needed.
Note: these trainings were taken through www.siteluniversity.com
Risk Management Analyst I & II
JP Morgan Chase & Co.
February 2010 - Present
Responsible for taking in calls for CCS – Fraud inbound to minimize fraud loss. I was trained for multiple splits 856(General fraud), 879 (BT, AARP, FRAPP and verified by visa), 864 (business cards), 404 (outbound), and was also chosen as FEVA (Fraud Escalations and VIP Coordinator) toggle. I was awarded as Top Quality analyst for January 2011.
Manager in Charge
JP Morgan Chase & Co.
February 2011 – October 2011
Responsible for real time queue management, staffing plan, forecast per split, plotting exceptions in ESP, Call Efficiency Initiatives, and generating reports for Fraud inbound. Because of my role as an MIC I was able to develop the proficiencies stated below:
Excel – Advanced
ESP – Advanced
RTA – Advanced
Forecasting – Advanced
Fraud Escalations and VIP analyst
JP Morgan Chase & Co.
October 2011 – Present
Handles VIP accounts, escalation calls, and difficult security concerns for chase card services fraud call center.
Education:
B.S. Computer Science (Undergraduate) – University of the Phippines in the Visayas 2006 - 2008.