Limcuando - Ship Cruise Worker - Tondo, Manila, NCR, Philippines

Mark Neil Limcuando

Tondo, Manila, NCR, Philippines

Services

Ship Cruise Worker

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Executive Secretary / Executive Assistant

Winmanpower Services

August 2012 - February 2013

Provided high-level administrative support by conducting research, prepared statistical reports, handled information requests, and performed clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings. Trained and supervised lower-level clerical staff.

Quality Assurance Supervisor

Technological Outsourcing Process 1

January 2012 - August 2012

Communication
Prepared and Conducting internal and external calibration.
Supported Team Managers in setting improvement programs and action plans for TSRs/CSRs.
Reported quality internally/externally at agreed frequencies.
Provided weekly outstanding quality escalations report to the Quality Assurance Manager and the Operations Manager.
Attended internal local meeting (staff or with other departments).
Being a campaign expert for all campaigns.
Gathered up-to-date information and integrating feedback into the best practices.
Reviewed Quality Assurance concerns with Managers in a timely and effective manner and ensures that quality policies and procedures are communicated and followed.

Knowledge-Management
Informed the Training team and Operations of any gaps in contact handling.
Ensured the QA team is well informed with all required campaign information.
Participated to creation of new procedures and processes.

Training
Provided recommendation to assist in creating new training programs.
Participated to the analysis of the product test results.
Identified and reported any training needs to maintain quality level.
Discussed QA Process and identifiers to nesting agents.

Quality
Calibrated with Training/Quality, Team Managers, Operations Managers and client at regular intervals, monitoring transactions and analyzing transaction monitoring results.
Coordinates, prepared data and conducted/participated in weekly calls with Management, Training and Operations.
Ensured through follow-up that action plan objectives have met, feedback quality and performances results, coaching, follow up and consequence (PIP, action plan).
Understanding and supporting clients company needs and requirements for Quality Improvements.
Attending specific product meetings with clients as required, or any other external local meeting.

Process
Ensured that the company’s standard procedures are implemented and complied with all times
Ensured that all Quality-related training materials are availa

Quality Assurance Supervisor

Alorica Inc. (Official Page)

September 2006 - May 2011

Communication
Prepared and Conducting internal and external calibration.
Supported Team Managers in setting improvement programs and action plans for TSRs/CSRs.
Reported quality internally/externally at agreed frequencies.
Provided weekly outstanding quality escalations report to the Quality Assurance Manager and the Operations Manager.
Attended internal local meeting (staff or with other departments).
Being a campaign expert for all campaigns.
Gathered up-to-date information and integrating feedback into the best practices.
Reviewed Quality Assurance concerns with Managers in a timely and effective manner and ensures that quality policies and procedures are communicated and followed.

Knowledge-Management
Informed the Training team and Operations of any gaps in contact handling.
Ensured the QA team is well informed with all required campaign information.
Participated to creation of new procedures and processes.

Training
Provided recommendation to assist in creating new training programs.
Participated to the analysis of the product test results.
Identified and reported any training needs to maintain quality level.
Discussed QA Process and identifiers to nesting agents.

Quality
Calibrated with Training/Quality, Team Managers, Operations Managers and client at regular intervals, monitoring transactions and analyzing transaction monitoring results.
Coordinates, prepared data and conducted/participated in weekly calls with Management, Training and Operations.
Ensured through follow-up that action plan objectives have met, feedback quality and performances results, coaching, follow up and consequence (PIP, action plan).
Understanding and supporting clients company needs and requirements for Quality Improvements.
Attending specific product meetings with clients as required, or any other external local meeting.

Process
Ensured that the company’s standard procedures are implemented and complied with all times
Ensured that all Quality-related training materials are availa

Quality Assurance Specialist

Alorica Philippines Inc.

May 2005 - September 2006

Discuss with team leader, the weak points of each agent and provide recommendation on what areas to improve.

Prepares and presented reports on agent’s performance and status to supervisor and co-workers and made recommendations for improvements.

Create training materials compiled for new products and new policy using from client documents or from online support site.

Provide audit calibration/coach agents in a one-on-one basis for better quality performance.

Seat-in or shadow with agent in live "Chat session" observing live support and give assistance if the need arise.

Technical Support Chat/Email/Voice Professional

Alorica Philippines Inc.

October 2004 - May 2005

Supports D-Link USA and D-Link Canada wired and wireless networking products.

Supports Gateway/eMachines/Acer desktop and notebook computers.

Recommend product upgrades, promoted new products and any action/ step as necessary and as determined by the client

Evaluates and troubleshoots customer’s technical problems/issues.

Comply with company and account specific policies.

Meets agreed operational/account performance targets i.e. key performance indicators, handle time, quality metrics.

Intern

Trend Micro Inc.

January 2003 - September 2003

Responsible for installation, configuration, maintenance, and upgrades of operating system and software.

Troubleshoots problems with computer systems, including troubleshooting hardware software and network.

Assist students in their computer laboratory exercises.

Qualifications & Certifications

Basic Life Support

INurse Center for Excellence

Restaurant and Coffee Shop Barista

Honorio M.C. Lopez Technical Institute Incorporated

Basic Safety Training

The Maritime Training Center of the Philippines

Cisco Networking Academy Program

Mapúa Institute of Technology - CCESC

Computer and Information Science with specialization in Computer and Network Engineering

FEU-East Asia College

Colegio de San Juan de Letran Manila

Hotel and Restaurant Services NCII

Honorio M.C. Lopez Technical Institute Incorporated

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