Taylor A.

WORK EXPERIENCE(S) Nations Health Philippines Inc. (now Part of Arriva Medical) Intraday Analyst (Workforce Department) (Feb 2012-Present) Manages the outbound dialer using Presence Supervisor and Presence Administrator Creates batches or list needed to be called during the day Real-time Monitoring Plots PTO requests of the Agents of the whole company Sends Reports for the outbound Call penetration for the whole program Reports Analyst (Quality Assurance Department Oct 2011-Feb 2012) Consolidates all the monitoring created daily, weekly monthly and quarterly Creates Calibration Templates for Quality Assurance Department Extracts Reports from the Monitoring tool and sends copies to the team leaders and managers Stream Global Services Inc. Quality Representative (MS Xbox Technical Support for US, Canada, Australia and New Zealand based customers May 2011-Sept 2011) Monitors Transaction of the Tier 1 Agents with the customers Facilitates Calibration with the Operations Determines and suggest any areas that may need improvement TELUS International Philippines Business Analyst (MS Xbox Technical Support July 2010-May 2011) Analyzes QOS data to determine the root cause for dissatisfaction Sends Reports with QOS Data to whole Xbox Program Creates Reports regarding Xbox Live, Save and Billing QOS Analysis Quality Assurance Analyst (MS Xbox Technical Support October 2009-June 2010) Monitors Transaction of the Tier 1 Agents with the customers Facilitates Calibration with the Operations Facilitates Training and team huddle for quality attributes and coach agents with the Transaction monitoring Determines and suggest any areas that may need improvement Reviews and analyze the effectiveness of the modifications made and give feedback Tier 1 Technical Support Representative (MS Xbox Technical Support April 2009- Sept 2009) Identifies, research, and resolves customer issues in technical or product issues and inquiries. Provides feedback to the clients when needed Provides quality service to give customer satisfaction Virtual Quality Assurance Analyst (MS Xbox Technical Support October 2008- March 2009) Determines and suggest any areas that may need improvement Reviews and analyzes the effectiveness of the modifications made and give feedback Monitors Transaction of the Tier 1 Agents with the customers Facilitates Calibration with the Operations Facilitates Training and team huddle for quality attributes and coach agents with the Transaction monitoring Tier 1 Technical Support Representative (MS Xbox Technical Support December 3 2007- Sept 2008) Identifies, research, and resolve customer issues in technical or product issues and inquiries. Provides feedback to the clients when needed Provides quality service to give customer satisfaction