Ernanie Barraca
Antipolo
Summary
I am well-versed in using call center technologies and tools, including call recording and analysis software, to track and measure key performance indicators and identify areas for improvement. I am also skilled in data analysis and reporting, allowing me to provide meaningful insights to management and drive informed decision-making.
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work History
Quality Assurance Analyst
Foundever (Sitel group and Sykes)
10.2018 - 03.2023
T1 agent support for these LOB's (Oct 2018 to June 2019)
- Google Home Speakers
- Google Wifi Mesh Nestwork
- Chromecast Devices
- PPJC (Google PixelBook, Pixel Slate, Pixel Buds, Jacquard, Pixel Watch)
QA Analyst (June 2019 to March 2023)
- Google Hardware Care QA
- Nest Comfort & Safety QA
QA tasks:
- Evaluate agent interactions for both T1 and T2 (Phone and chat)
- Facilitate weekly meetings for Customer First Session (CF Session) or CXpert Session.
- AHT analysis
- CSAT analysis
- Weekly Coaching session (For focus Agents).
- Weekly QA report to Team leads and OM’s for both accounts (Glance meeting).
- Sending QA updates and reminders through email.
- Weekly Calibration with QA Ninja or (clients).
TSR / CSR / BBS /Complaints Manager
Teletech Philippines
07.2007 - 06.2017
- Charter Communication CSR (Now known as Spectrum)
- United Health Care Group (Benefits and Eligibility)
- Telstra tech. support for ADSL, Cable and Wireless
- BBS tester (BroadBand Specialist)
- TRT (Technical Referral Team) Complaints
- ACS (Assurance Complaint Specialist)
- Case Manager (Complaint manager of Telstra)
TSR
Alorica Philippines
02.2007 - 07.2007
Technical Support Representative (2 Accounts):
- TSR for D-LINK US
- TSR for D-LINK Canada
Junior Programmer
FA. Information Technology Services
06.2005 - 07.2006
Completed Projects:
- Computerized Examination System for ISEC KAPLAN
- Billing and Inventory System ACEDEO Optical
- Enrollment and Billing System for Siena College Laguna
- Enrollment and Billing System for Siena College Bulacan.
Education
Bachelor of Science - Computer Science
Cainta Catholic College
01.2002 - 01.2006
Bachelor of Science - Computer Science
Arellano University
01.2001 - 01.2002
High School Diploma - undefined
Taytay National High School
01.1997 - 01.2001
Skills
Manila coaching for the Win! Leadership SeminarCoach Model Training ProgramData Privacy TrainingLean Six Sigma White belt (With certificate)Excel BasicsSQMT VILT Learning ProgramManila Excel 10Lean Six Sigma Yellow Belt
SQL trained
Character References:
Helbert Chito Ochavillo Reyes
Operations Manager
Contact Number: 09475829871
Billy Moskito
Senior Operations Manager
Contact Number: 09176512229
Timeline
Quality Assurance Analyst
Foundever (Sitel group and Sykes)
10.2018 - 03.2023
TSR / CSR / BBS /Complaints Manager
Teletech Philippines
07.2007 - 06.2017
TSR
Alorica Philippines
02.2007 - 07.2007
Junior Programmer
FA. Information Technology Services
06.2005 - 07.2006
Bachelor of Science - Computer Science
Cainta Catholic College
01.2002 - 01.2006
Bachelor of Science - Computer Science
Arellano University
01.2001 - 01.2002
High School Diploma - undefined
Taytay National High School
01.1997 - 01.2001