ANNELYN OBERO
Medical Virtual Assistant/Customer Service Associate/Record Retrieval Specialist/Training and Call Quality Specialist/
Balanga,Bataan
Summary
Dedicated associate professional with over 5 years of experience in resolving complex issues and managing high-volume inquiries. Expertise in enhancing customer satisfaction through clear communication and efficiency, while upholding strict confidentiality. Proven ability to build strong client relationships and provide exceptional administrative support.
Overview
7
7
years of professional experience
Work History
Training and Call Quality Specialist
Genpact LLC
03.2024 - 03.2026
- Led training initiatives that improved call quality, enhancing customer interactions and satisfaction.
- Developed and implemented quality assurance processes, resulting in consistent compliance with service standards.
- Facilitated training sessions for new hires, ensuring proficiency in customer service protocols.
- Conducted performance evaluations, providing actionable feedback to enhance team effectiveness and efficiency.
Customer Service Representative
Genpact Services LLC
11.2022 - 02.2024
- Handle inbound and outbound customer inquiries via phone, email, or chat with professionalism.
- Resolve customer concerns and challenging situations efficiently while maintaining a positive experience.
- Operated customer-provided applications and tools to ensure compliance with service standards and quality metrics.
Record Retrieval Specialist
Genpact LLC
08.2020 - 11.2022
- Managed the retrieval of sensitive records, ensuring compliance with industry standards and regulations.
- Coordinated with legal teams to fulfill record requests, enhancing operational efficiency and response times.
- Implemented streamlined processes for record management, reducing retrieval times and improving overall workflow.
College Instructor
ACLC College of Balanga Inc.
06.2019 - 03.2020
- Foster an inclusive and supportive classroom environment that encourages critical thinking and collaboration.
- Evaluate student performance through tests, projects, and class participation, providing constructive feedback.
- Stay updated with advancements in pedagogy, subject matter, and educational technology.
Primary School Teacher
St. Joseph City School of Balanga Bataan Inc.
11.2018 - 03.2019
- Plan, prepare, and deliver engaging lessons aligned with Basic Education curriculum standards.
- Communicated regularly with parents and guardians to enhance understanding of student progress and behavior.
- Collaborated with colleagues and school administrators to refine teaching practices and enhance curriculum delivery.
Education
Bachelor of Secondary Education (BSEd) - English
Bataan Peninsula State University
City of Balanga, Philippines05-2018
Skills
Call quality improvement
Training program development
Quality assurance processes
Quality assurance
Microsoft Office
Attention to detail
Team Collaboration
Adaptability
Timeline
Training and Call Quality Specialist
Genpact LLC
03.2024 - 03.2026
Customer Service Representative
Genpact Services LLC
11.2022 - 02.2024
Record Retrieval Specialist
Genpact LLC
08.2020 - 11.2022
College Instructor
ACLC College of Balanga Inc.
06.2019 - 03.2020
Primary School Teacher
St. Joseph City School of Balanga Bataan Inc.
11.2018 - 03.2019
Bachelor of Secondary Education (BSEd) - English
Bataan Peninsula State University