Charles Dominique Rama
Bacolod City
Summary
Self-motivated professional with outstanding verbal and written communication skills. Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team's goals and seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
With 6+ years of relevant experience in the BPO industry and 3 years of experience as a Quality Assurance Analyst with the 2nd biggest travel company in the US, Priceline. In addition, with 1 year relevant experience as an E-Commerce Virtual Assistant.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Teleperformance Philippines
Bacolod City
03.2021 - Current
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved by agents
- Engaging in Client Calibration
- Sending reports to agent's respective Superior/Team Lead regarding performance
- Auditing high-risk calls as tasked by the Supervisor or Manager
- Ensures that Client's policy are observed by agents for compliance
E-Commerce Virtual Assistant (Part-time)
Lightroom
04.2020 - 07.2021
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Answering customer's inquiries and complains through email and live chat
- Handling social media account by answering customer's messages, and comments.
- Checking Supplier's Messages through AliExpress.
- Communicating with suppliers regarding returns, product quality issue and refund requests.
- Product fulfillment via Shopify
- Processing cancellation, and refunds via Shopify
- Product Listing using Shopify
- Replying on customer's dispute through Stripe.
- Track and Trace shipments via 17track.net
- Proficient in using Slack, Monday.com, Google Workspace, Shopify and Zoho CRM
Research Escalation Specialist
Teleperformance Philippines
Bacolod City
12.2020 - 03.2021
- Acts as a Back-office support to cases that needs research
- Handling Hotel and Rental Car bookings
- Communication via email or outbound calls to Hotel and Rental Car partners for quick resolutions
- Reviewing calls if needed to determine an agent error
- Escalating a refund request to the appropriate department
- Utilized Kustomer CRM to work on assigned tasks
Hotel Relocation Specialist
Teleperformance Philippines
Bacolod City
12.2017 - 06.2020
- Arrange relocation for customers whose hotel is overbooked
- Finding appropriate hotel to compensate customer's inconvenient experience
- Performed Ad Hoc relocation request as directed by clients
- Managed over 30 calls per day
- Utilized Kana to respond to customers and company partners
Customer Relations Specialist
Teleperformance Philippines
Bacolod City
12.2016 - 12.2017
- Answering calls that are transferred from Customer Care Team
- Handling customer complaints and resolving issues that can't be handled at the frontline level
- Reviewing customer's complaints and resolve using available resources
Customer Care Representative
Teleperformance Philippines
Bacolod City
05.2016 - 12.2016
- Answering inbound calls from customers who are needing assistance with their Hotel, Air, and Rental Car booking.
- Providing customers with the needed service and information about their booking.
- Processing cancellation requests for customers and updating their profile information.
Education
Bachelor of Business Administration - Marketing Management - Undergraduate
Colegio San Agustin - Bacolod
Bacolod CitySkills
- Team-player
- Adaptability
- Effective Listening
- Attentiveness
- Willingness to Learn and Improve
- Reliable
Certification
Certified Lean Six Sigma White Belt
Timeline
Certified Lean Six Sigma White Belt
01-2023
Quality Assurance Analyst
Teleperformance Philippines
03.2021 - Current
Research Escalation Specialist
Teleperformance Philippines
12.2020 - 03.2021
E-Commerce Virtual Assistant (Part-time)
Lightroom
04.2020 - 07.2021
Hotel Relocation Specialist
Teleperformance Philippines
12.2017 - 06.2020
Customer Relations Specialist
Teleperformance Philippines
12.2016 - 12.2017
Customer Care Representative
Teleperformance Philippines
05.2016 - 12.2016
Bachelor of Business Administration - Marketing Management - Undergraduate
Colegio San Agustin - Bacolod
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