Rose Ann Locading
Quality Assurance Associate/Customer Service
San Pedro
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Solid interpersonal and collaboration skills. Outstanding communication, active listening, and committed to paying impeccable attention to reviews and auditing procedures.
Overview
19
19
years of professional experience
1
1
Certificate
2
2
Languages
40
40
years of post-secondary education
Work History
QUALITY ASSURANCE ASSOCIATE
ALORICA TELESERVICES (EGS/NCO/APAC)
12.2008 - Current
- Performs call monitoring in a daily basis
- Participates in developing and maintaining quality monitoring processes, procedures and tools (monitoring forms, statistical reporting, schedules, and assignments) that support Operational Standards and meet client criteria
- Meets with other QA Associates and QA supervisor regularly to review shift plans, quality items, report issues, and to design plans for the center
- Participates in Test Calls and Calibration sessions
- Must be able to learn and maintain knowledge about processes/policies of the company
- Accepted assignments with an open, cooperative, positive and team-oriented attitude.
Resolution Expert
APAC Customer Services Inc
07.2007 - 12.2008
- Strive for one-call resolution for CSRs asking for assistance in their calls
- Answering Escalated Calls from CSRs due to unresolve issues of the membes
- Provide effective and timely resolution for both CSRs and member’s inquiry
- Strike a positive and cooperative tone with both customers and coworkers
- Utilized multiple call center support applications to efficiently assist customers and agents.
Customer Service Representative
APAC Customer Services Inc
08.2006 - 06.2007
- Consistent TOP Performer of the account
- Handled a high influx of inbound calls within a dynamic call center environment
- Processing mail order for the patients
- Assisting the members in checking the status of their orders
- Maintaining solid customer relationship by responding to questions and concerns with speed and professionalism
- Data Entry and research as required to help with assitisting customer inquiries
- Resolving customer complaints, managing their records and sending reports on customer service issues.
Customer Service Representative
Advanced Contact Solutions Inc.
10.2005 - 07.2006
- Increased the customer experience by providing information on new products, rate plans, and services through up selling opportunities
- Completed ongoing training to stay abreast of product, service and policy changes
- Demonstrated best judgment in the distribution of adjustments and credits.
Education
Bachelor of Science in Secondary Education -
San Pedro College of Business Administration
Skills
Multitasking
undefinedCertification
I hereby certify that the above information are true and correct to the best of my knowledge.
Timeline
QUALITY ASSURANCE ASSOCIATE
ALORICA TELESERVICES (EGS/NCO/APAC)
12.2008 - Current
Resolution Expert
APAC Customer Services Inc
07.2007 - 12.2008
Customer Service Representative
APAC Customer Services Inc
08.2006 - 06.2007
Customer Service Representative
Advanced Contact Solutions Inc.
10.2005 - 07.2006
Bachelor of Science in Secondary Education -
San Pedro College of Business Administration
I hereby certify that the above information are true and correct to the best of my knowledge.
Summary Of Qualifications
Customer Service, Bachelor's/College Degree in Secondary Education, 15
References
Available Upon Request
Training
- Gaining Competitive Advantage in a Corporate Jungle, Mr. Daniel Van Soto, SPCBA Assembly Hall
- Personality: A gauge to success, Ms. May Q. Limpot of AVON, SPCBA Assembly Hall
Summary Of Qualifications
Customer Service, Bachelor's/College Degree in Secondary Education, 15
References
Available Upon Request
Training
- Gaining Competitive Advantage in a Corporate Jungle, Mr. Daniel Van Soto, SPCBA Assembly Hall
- Personality: A gauge to success, Ms. May Q. Limpot of AVON, SPCBA Assembly Hall
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