Elexis Anthony V Palanca Caymo

One.com is an innovative supplier of web hosting services. One of the leading companies in Europe within the provision of domain names and sales of web hosting services.

Involved in providing customer support for English customers via Live Chat and Email

Customer Service and Technical Support Associate
-Provide customer satisfaction on answering product related questions.
-Troubleshooting resolve client website related issues.
-Maintain company expectation by meeting programs goals and objectives.
-Follow up and own unresolved client issues.

Analyze areas for improvement on the current policies and procedures such as how to increase production and improve on customer quality feedback scores, forward these to management for future updates and developments.

Cognizant is a multinational information technology, consulting and business process outsourcing company. Cognizant provides information technology, consulting and BPO services. These include business & technology consulting, systems integration, application development & maintenance, IT infrastructure services, analysis, business intelligence, data warehousing, CRM, supply chain management, engineering & manufacturing Solutions, ERP, R&D outsourcing, and testing solutions.

The client is an American global Quick Service Restaurant chain based in Canton, Massachusetts. We are involved in ensuring that the hardware and software used to administer the sales, stocks, employee schedule and payroll are operational and performs to according to client standards.

Senior Process Associate - Management Information Systems
-Real-time Monitoring of agent aux and phone time.
-Provide hourly Service level updates. Escalate and resolve outages
-Submit daily reports on agent and account level performance.
-Create and Manage weekly schedules.
-Formulate action items on challenges met on staffing and forecast.
-Facilitate weekly client meeting presenting staffing status, weekly performance, challenges and action plans.

Formulated Reporting tools and templates to automate reporting and ensure that consistent analysis is being submitted

Senior Process Associate - Quality Assurance Analyst
-Monitor calls and identify opportunities for improvement
-Ensure that productivity numbers are met.
-Attend calibrations to ensure precision.
-Provide written coaching for improvement.
-Submit daily and weekly reports.

Created Quality Monitoring guidelines and process flow and was able to identify top areas for improvement and solutions that lead to a better quality client rating.

Senior Process Associate
-Provides resolution to usage and functionality issue of QSR hardware and software.
-Provides Resolution and Follow up on open and pending tickets.
-Assists clients on resolving Hardware and software related issues.
-Ensures that SLA and other KPIs are met or exceeded.

Created tools and reports to help other Process Equivalents meet their SLA and KPIs

Sitel is one of the world’s leading outsourcing providers of customer experience management. Sitel collaborates with the largest brands in the world to provide value-add contact center outsourcing services.

The client is one of the leading Mobile Service provider in Australia and New Zealand. The project is aimed to to provide customer and technical support to ensure that customers service expectations are met and mobile devices are functional.

Real-Time Analyst
-Real-time Monitoring of agent Aux and Phone time and escalate and resolve outages.
-Provide hourly Service level updates and flag AUX and schedule deviation
-Submit daily reports on agent and account level performance.
-Create weekly schedules, complete schedule swaps and VL requests.
-Formulate action items on challenges met on staffing and forecast.
-Facilitate weekly client meeting presenting staffing status, weekly performance, challenges and action plans.

Subject Matter Expert
-Provides resolution to unusual and complicated customer issues.
-Prevents further legal complaints by resolving the customers issue
-Ensures assigned learning plans are completed as part of our progression plan.
-Provide feedback to minimize customer complaints and assists on program
and company programs and events.

Created reports and analysis to identify common reasons for complaints and escalations. Solutions has been provided and adapted to reduce customer complaints and feedback has been provided to agents to help them address customers to prevent complaints and escalations.

Customer Service Representative
-Provides resolution to customers billing concerns
-Attends to customers mobile phone issues.
-Submits network, service and billing related issues to resolve customers problems
-Submits adjustments and FCR tracking templates on a daily basis

Operations Check point Point of Contact - identifies behavior through side by side monitoring and modifies identified behavior through effective coaching. Ensures that daily deliverable are submitted and formulate action plans on challenges met.

Teleperformance is a global customer service, technical support, call center, debt collection and social media company with headquarters in Paris, France.

The project is aimed to provide Quality Assurance Support to one of the US leading provider of Computer and IT products.

Quality Assurance Supervisor
-Facilitate and attend internal and client based calibrations.
-Identify strengths and opportunities and provide action plans for individuals, teams and program.
-Facilitate QA talk to ensure that new hires are properly notified on what to expect and what QA guidelines to follow.
-Generate templates and reports for project and company use.
-Conduct performance reviews.
-Attend meetings and provide QA input for program development.
-Work directly with Client as QA point person for the company.

Supervising local and offshore QA Analysts and Administrators to ensure targets are met
Created a Global Quality Monitoring form to ensure that all clients of the Company uses the same format and rating scales during QA calibrations.

Dell Inc. is an American privately owned multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs and supports computers and related products and services.

The department is committed at providing effecting customer and technical support to ensure that the products and services offered meets and exceeds customers expectations.

Senior Technical Support Specialist
-Troubleshooting Computer Software and hardware issues.
-Maintain client expectations by meeting program goals and objectives.
-Ensure customer satisfaction by providing technical and personal customer needs.

Mentor - provide feedback and coaching to ensure new hire techs are updated and will provide the same customer experience that seasoned technicians give.

e-Telecare Global Solutions provides outsourced service through voice, email, and chat for companies in such industries such as consumer electronics, telecommunications, financial services, travel, and media. It offers customer service, technical support, sales, and market research services from contact centers globally.

The clients is one of the leading computer technology company based in the United States, that develops, sells, repairs and supports computers and related products and services which is aimed at providing excellent customer support.

Technical Support Representative 2
-Troubleshooting hardware and software.
-Ensure customer satisfaction by providing technical and personal customer needs.
-Maintain client’s expectation by meeting programs goals and objectives.

Has been selected to be part of the premium technical support that ensures customers are 100% satisfied with the support and solution provided.