Vincent Cu Resume

Vincent Cu Resume
Vincent Cu Resume
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Transcript of 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 vccu75@live.com

  • 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 directors 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 vccu75@live.com

    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

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