Call Center Supervisor
Vox Cinemas
Total years of experience :17 years, 10 Months
Modifying and Arranging the roster for the call center group.
Maintaining effective working relationship.
Facilitating daily huddle. (Before and end of shift)
Tracking the performance of the agents. Provide feedback and coaching.
Responsible for the improvement of the bottom performing agents.
Handles escalated calls and scenarios.
Quality Assurance Analyst. Do Coaching Sessions.
Sending End of day Reports and encoding all the documents (escalations, complaints, refund, call logs. etc.)
NET PROMOTER Score handling. Analyzation and Calling Back Customers.
MAIN TASK
Creating All Trackers used for the Call Center.
Handles End of Month Reports.
Dedicated for IT Related Issues (Installation, monitoring and troubleshooting)
Reports and Directly coordinate issue to VOX IT.
Create and Updates Call Center Knowledge base.
Works Closely with E-Commerce Team and do task given by them.
Collates Refund and first layer of support from IT for all Refund Issues and process.
Directly Coordinates and Point of Contact by ILANZE (Unify Phone System)
IVR Upload ( Updates IVR Timings for all Site Twice a week )
Assisting customer inquiries and process all escalations.
➢ Inbound and Outbound Calls
➢ Assisting customers to navigate the Website.
➢ Does survey callouts for both for online and phone booking ensuring all issues are
taken cared off and ensuring customer satisfaction
➢ Documents pertinent facts during each call to main accurate customer history
CINEMA OPERATIONS TRAINING
➢Acknowledge and appropriately greet and assist every customer in a timely manner
and process customer orders in a courteous, efficient and timely manner.
➢Assists staff and customers at the ticket counter
➢Assists staff and customers at the candy bar
➢Assists staff and customers at the foyer. Checks the tickets of the customers before
entering the Cinema.
➢ Does cinema check before during and after screenings
➢ Provides excellent customer service to all VOX Cinemas visitors.
5132 Bldg. Northgate Cyber zone, Filinvest Corporate City, Alabang, Muntinlupa City,
Processing orders. Investigating and checking for Errors. Aligning Legacy systems to
the new system
➢ Using available computer systems and/or online application to access information
needed to assist customers to determine a course of action based on available
information to resolve their issue
➢ Doing call outbound for customers who have provisioning orders. Courtesy call.
➢ Routing customers’ request/orders to appropriate department if required to fulfill
expected requests/orders
➢ Acting as POC (Point of Contact) whenever Supervisor is unavailable
➢ Acting as Team Leader
➢ Assigning grids to be worked on by co-agents
➢ Consolidating end of day reports
➢ Quality monitoring of processed orders.
➢ Other administrative work assigned by Supervisor
Technical Support /Tier 2, AT&T Account
Teletech Customer Care Management Philippines Inc.
4th
Floor SM City Bacoor, Cavite,
5 times Employee of the month for the year 2014 VOX Cinemas.
o MARCH
o MAY
o OCTOBER
➢Supervisor of Quarter 2018 .
BSBA Major in