Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Work Availability
Work Preference
Interests
Timeline
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Rhea Angela Go

Rhea Angela Go

Admin Manager | Customer Sales & Service Specialist | Back Office Staff | Cold Caller | VA
Imus,Cavite

Summary

To impart the strong foundation of knowledge that I have achieved from my past job experiences. Also, one of my objectives is to become one of the great leaders of this growing company as I strongly believe in my capability and strength when it comes to People Management.

Overview

10
10
years of professional experience
2
2
Certification
2
2
Languages

Work History

Operation's Manager

GGS Business Process Outsourcing
02.2015 - 02.2024
  • Ensure all operations are carried on in an appropriate, cost-effective way
  • Improve operational management systems, processes and best practices
  • Purchase materials, plan inventory and oversee work efficiency
  • Formulate strategic and operational objectives
  • Examine financial data and use them to improve profitability
  • Manage budgets and forecasts
  • Perform quality controls and monitor production KPIs
  • Recruit, train and supervise staff
  • Find ways to increase quality of customer service.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

Junior Agent

IQOR (Dasmariñas Cavite)
06.2014 - 02.2015
  • Responsible in delivering excellent customer service delivery to all Sprint Prepaid users
  • Adheres to Customers information protection as we have their banking information and other personal information which can be found in their phone activities such as call logs
  • Adheres to program’s scorecard which includes CSAT score (Customers Satisfaction), AHT (Average Handling Time), QA (Quality Assurance) and individual’s shrinkage and absenteeism
  • Well trained in providing timely service which will not compromise the Quality Assurance and CSAT
  • AHT and CSAT as our main stats, we are trained and expected to finish the call within 2 minutes and take 100 inbound calls or more a day
  • Responsible in answering all questions regarding customers Monthly bill, Service outages, Prepaid Plans inquiries and refilling their accounts.

TEAM MANAGER, QUALITY ASSURANCE MANAGER, TRAINER, HR

Call Center Solutions For You
08.2009 - 03.2014
  • Create an inspiring team environment with an open communication culture
  • Set clear team goals
  • Delegate tasks and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities.
  • Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.

Cashier Station Leader

Jollibee SM Southmall
04.1998 - 11.1998
  • Welcome customers and help determine their orders
  • Process customer orders and record them in the restaurant database
  • Relay customers’ orders to the kitchen staff
  • Ensure all orders are delivered to the customers in a timely manner
  • Accept cash and return the correct change
  • Tally money in the cash drawer at the beginning and end of each work shift
  • Place food orders in the appropriate bags and boxes
  • Respond to customer inquiries, issue receipts, and record customer suggestions
  • Clean and arrange eating, service, and kitchen spaces
  • Help kitchen staff when needed.

Education

Computer Secretarial Management (undergrad) -

Japan School of Advance Technology

Bachelor of Science major in Psychology (undergrad) -

Far Eastern University

Woodridge School

St. Jerome Emiliani Institute

Skills

  • Good in English Language both verbal and written
  • Can be trusted in terms of People Management and admin works
  • Knowledgeable in MS products and easy to learn different tools
  • Efficient in multitasking
  • Can work under pressure and can adjust in shifting schedules
  • Friendly and easy to be with
  • Willing to adopt all adjustments and new knowledge
  • Customer Retention
  • Customer Service
  • Performance reporting
  • Performance monitoring
  • Customer Relationship Management (CRM)

Certification

  • CSP - Certified Sales Professional
  • Certified Trainer

Personal Information

  • Place of Birth: Quezon City – Philippines
  • Citizenship: Filipino
  • Date of Birth: 10/01/1981
  • Marital Status: Married

References

Reference available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Location Preference

Remote

Important To Me

Work-life balanceCareer advancementWork from home optionCompany CulturePaid time offPaid sick leaveFlexible work hoursHealthcare benefits

Interests

Reading Books

Teaching

Researching

Timeline

Operation's Manager

GGS Business Process Outsourcing
02.2015 - 02.2024

Junior Agent

IQOR (Dasmariñas Cavite)
06.2014 - 02.2015

TEAM MANAGER, QUALITY ASSURANCE MANAGER, TRAINER, HR

Call Center Solutions For You
08.2009 - 03.2014

Cashier Station Leader

Jollibee SM Southmall
04.1998 - 11.1998

Computer Secretarial Management (undergrad) -

Japan School of Advance Technology

Bachelor of Science major in Psychology (undergrad) -

Far Eastern University

Woodridge School

St. Jerome Emiliani Institute

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Rhea Angela GoAdmin Manager | Customer Sales & Service Specialist | Back Office Staff | Cold Caller | VA