Eva Franchesca Mulles
Quality Assurance Specialist
Olongapo City
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Quality Assurance Specialist
Dunbrae Subic Incorporated
Olongapo City
07.2018 - Current
- Monitor the team members’ calls using the QA
evaluation form.
Monitor compliance and accuracy on work
performed by each team member. - Help improve the team’s call handling and customer
service skills by providing constant coaching
sessions. - Accurate evaluation to reflect current level of service
- Conduct trainings/refresher trainings to aid the team
in handling customer complaints - Monitor trends and develop action plan
- Perform calibration sessions to ensure same
understanding within the team of the customer
experience and how interactions are evaluated - Maintain and develop evaluation techniques based
on the business need - Provide analysis on customer experience based on
the evaluations and system info - Create a month end report detailing trends and
month end rating of the team and its members. - Work with the team leaders in developing customer
service skills of each staff - Implement new tools and process improvement
plans in collaboration with the customer service
manage - Help in training when required by management
- Working collaboratively with other members of the
business
Customer Service Team Leader
Dunbrae Subic Incorporated
Olongapo City
01.2016 - 07.2018
- Provide leadership, development and coaching to your
Members. Actively engaging and supporting the development of
your team to ensure improved performance. - Building and maintaining effective internal and external
stakeholder relationship - Ensure effective and consistent communication throughout the
team, encourage feedback and customer insight in order to
enhance the customer experience - Pro-actively manage Service Technician and subcontractor jobs
to optimize efficiency, skill, location and stock on board to
achieve a timely response, customer satisfaction and cost
effectiveness utilizing the available resources. Specify details for
follow up works on equipment and obtain approvals where
works go over purchase order limit - Provide resolution on issues that have been escalated by team
members. - Embed a performance culture, framework and review processes
to achieve service levels and improvements against set targets - Identifying and instilling best practice, processes and systems
and drive continuous improvement environment. - Maintain open and honest channels of communication at all
levels across the business to facilitate best in class sharing. - Ensures service targets, SLA’s and KPI’s are continually reviewed
and expectations are met with optimum levels of quality &
service delivery - Implement programs to improve Team Member motivation and
utilisation, particularly for the afterhours team - Any other duties, consistent with the role, or duties as required
from time to time by the FOS Customer Service Manager, The
Call Centre Manager, or other department managers. - Demonstrate a high level of professional and personal standards
and conduct.
Customer Service Representative
Dunbrae Subic Incorporated
Olongapo City
07.2013 - 01.2016
- Receive and redirect calls to the appropriate team members including but not limited to
Customer Service, Spare Parts, Service Support. - Attend to calls and emails within agreed time scales and in an accurate and appropriate manner
- Ensure ETA's are advised to customers, qualify calls and ensure the jobs are coordinated in accordance with Global's processes and procedures.
- Provide accurate and timely information to customers and Service Support staff to ensure effective processing of Service jobs.
- Ensure communication to Service Technicians and local Australian coordinators is optimal and concise.
- Work in a team environment with the aim to deliver the highest level of customer service
- Receive all incoming calls and action as appropriate including
but not limited to resolving customer queries or escalating to
the appropriate person, logging all jobs arriving through email
and phone, logging and forwarding follow ups and recalls to the
appropriate person.
Customer Service Representative
UPS (United Parcel Services)
Clarkfield Pampanga
06.2011 - 10.2012
- Answering phone calls from United States
- Scheduling pick ups
- Provide rate calculations
- Gives accurate information and detailed time in transit of the delivery of the packages
Customer Service Representative
Sutherland Global Services
Clarkfield Pampanga
03.2010 - 04.2011
- Answers calls from United States and Canada
- Attends to the customer's inquiries about car rentals
- Makes reservations and provides rate calculations
Education
Associate of Science - Associate In Computer Technology
National College of Science And Technology
Olongapo City 06.2002 - 03.2004
Skills
Computer Literate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Quality Assurance Specialist
Dunbrae Subic Incorporated
07.2018 - Current
Customer Service Team Leader
Dunbrae Subic Incorporated
01.2016 - 07.2018
Customer Service Representative
Dunbrae Subic Incorporated
07.2013 - 01.2016
Customer Service Representative
UPS (United Parcel Services)
06.2011 - 10.2012
Customer Service Representative
Sutherland Global Services
03.2010 - 04.2011
Associate of Science - Associate In Computer Technology
National College of Science And Technology
06.2002 - 03.2004
Similar Profiles
JOAN ILAGANJOAN ILAGAN
Production Quality Assurance Group Leader /Quality Assurance Inspector at Nidec Subic Philippines CorporationProduction Quality Assurance Group Leader /Quality Assurance Inspector at Nidec Subic Philippines Corporation
Marisa MurdockMarisa Murdock
Lady Guard at Royal Duty Free SubicLady Guard at Royal Duty Free Subic
John Christian LuzanoJohn Christian Luzano
On The Job Trainee at ACEA Subic Beach ResortOn The Job Trainee at ACEA Subic Beach Resort