vincent cu resume

2
Teamspan Asia Inc. June 2015 - Present Level 2 Specialist / Quality Analyst Level 2 Supervisor specializing in handling Customer Escalations, Vendor Management - Scheduling, Follow-ups, Quality Assurance and Customer Satisfaction (Online-based) Kgb Philippines, Inc June 2006 – May 2013 Team Manager Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques including monitoring and coaching Ensure training needs of subordinates are met and provide subject matter expertise Communicate all process and client changes to direct reports within specific timeliness that includes holding team meetings APAC Customer Services Inc 2004 - 2006 Team Leader Manage and develop a team of 15 CSRs Handling of call escalations CSR Development and Training Quality Calibrations including call monitoring and coaching Administrative Duties B.S., Information Technology, 2000 San Beda College, Muntinlupa City Work History Excellent communication and Interpersonal Skills Efficient and reliable Able to adapt in any environment Very willing to learn Punctual Leadership, Coaching and Customer Satisfaction References Available Upon Request Experience Detail-oriented, efficient and organized professional with extensive experience in Operations Management and Quality Assurance. Possess strong analytical and problem solving skills, with the ability to make well thought out decisions. Excellent written and verbal communication skills. Highly trustworthy, discreet and ethical. Resourceful in the completion of projects, effective at multi-tasking. Skills & Strengths Education 41 Duhat Road Classic Homes Pilar Village, Las Pinas City (0949) 910 6197 [email protected]

Upload: vincent-cu

Post on 27-Jan-2017

18 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Vincent Cu Resume

Teamspan Asia Inc. June 2015 - Present Level 2 Specialist / Quality Analyst

• Level 2 Supervisor specializing in handling Customer Escalations, Vendor Management - Scheduling, Follow-ups, Quality Assurance and Customer Satisfaction (Online-based)

Kgb Philippines, Inc June 2006 – May 2013 Team Manager

• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques including monitoring and coaching

• Ensure training needs of subordinates are met and provide subject matter expertise

• Communicate all process and client changes to direct reports within specific timeliness that includes holding team meetings

APAC Customer Services Inc 2004 - 2006 Team Leader

• Manage and develop a team of 15 CSRs • Handling of call escalations • CSR Development and Training • Quality Calibrations including call monitoring and coaching • Administrative Duties

B.S., Information Technology, 2000 San Beda College, Muntinlupa City

Work History

• Excellent communication and Interpersonal Skills • Efficient and reliable • Able to adapt in any environment • Very willing to learn • Punctual • Leadership, Coaching and Customer Satisfaction

References Available Upon Request

Experience

Detail-oriented, efficient and organized professional with extensive experience in Operations Management and Quality Assurance. Possess strong analytical and problem solving skills, with the ability to make well thought out decisions. Excellent written and verbal communication skills. Highly trustworthy, discreet and ethical. Resourceful in the completion of projects, effective at multi-tasking.

Skills & Strengths

Education

41 Duhat Road Classic Homes Pilar Village, Las Pinas City

(0949) 910 6197 [email protected]

Page 2: Vincent Cu Resume

References Available Upon Request

Experience

Detail-oriented, efficient and organized professional with extensive experience in Operations Management and Quality Assurance. Possess strong analytical and problem solving skills, with the ability to make well thought out decisions. Excellent written and verbal communication skills. Highly trustworthy, discreet and ethical. Resourceful in the completion of projects, effective at multi-tasking.

HSBC Data Processing Philippines, Inc. PBCom Towers Ayala Avenue, Makati City (May 2004 – December 2004) Customer Service / SME - Acts as Assistant to Team Leader (AMO) - Functions to monitor agent statistics (AHT, Sales, Collections) - SME for Credit Card Services (HSBC and Household Bank) VOCATIV SYSTEMS INC (TELETECH INTL., INC.) ePLDT HatchAsia, Fort Bonifacio Global City,Taguig (March 2002 – May 2004) Customer Service Representative / Coach / Trainor - Proper disposition of client calls / Third Party Verification (Bellsouth) - Provide good customer service / good quality service - Provide proper coaching to teammates for Quality Assurance - Provide training (systems and product) for new agents - Assisted QA Manager with QMS (Quality Management System) ATENEO Center for Continuing Education Rockwell Center, Makati City (June 2000 - March 2002) Production Assistant - Layout artist for course materials used in seminars/courses - Layout ad design - Assists and provides CCE director’s and professors’ needs - Extensive use of Adobe PageMaker 6.5 - Course materials preparation

AMA Computer Learning Center Buendia, Makati City Coursework in Computer Design and Programming, 1996 San Beda College Mendiola, Manila Elementary – HS 1994

Additional Work History

Secondary Education

41 Duhat Road Classic Homes Pilar Village, Las Pinas City

(0949) 910 6197 [email protected]

P E R S O N A L Birthday : October 20, 1975

Relationship : Single

Nationality : Filipino

Language : English

I N T E R E S T S • Reading web articles • Social Media • Music • Conversing

PERSONAL INFO

INTERESTS / HOBBIES

facebook.com/vince.cu

twitter.com/vincecu

instagram/vincecu

linkedin/vincent-cu