RAYMOND F. RODRIGUEZLot 8 Block 8 Villa San Mateo Subd., Phase 1Gitnangbayan I, San Mateo Rizal 1850Mobile# 0908-3147339

OBJECTIVES

To obtain a position as a Quality Analyst where I can maximize my coaching experience to be able to share all the knowledge, best practices, and learned skills I have gained from my previous jobs.

To provide motivation to others to always strive or aim for efficiency in accomplishing tasks to ensure best results are delivered to be able to help the company meet and exceed its client’s goals and business requirements.

PROFESSIONAL EXPERIENCE

WEST CONTACT SERVICES Jan. 21, 2014 – Aug. 21, 2014TSR Comcast Video SIK

NCO - RMH Mar. 15, 2012 – Oct. 1, 2012Collections Associate / Clearwire Account

TELETECH NOVALICHES Oct. 20, 2011 – Jan. 18, 2012 / Oct. 1 2012 –May 1, 2013QA Specialist (Project-based)

Support the overall quality assurance workflow by conducting customer call evaluations and provide feedback directly to associates, but generally communicate it directly to Team Leads.

Participate in both internal and client calibration sessions. Attend team meetings as necessary to cover various topics related to handing calls. Educate associates by sharing quality expectations, criteria of evaluations and discuss areas

for improvement.

CONVERGYSPHILIPPINES Mar. 28, 2011 – Jan. 03, 2012 TSR AT&T U-verse / DirecTV

TELEPERFORMANCE PHILIPPINES Oct. 2, 2007 – March 8, 2010Quality Assurance Analyst

Evaluates agents call interaction with customers; and recommends whatever is necessary to help them achieve best customer experience in every contact.

Presents weekly action plans to team leaders to address the agents areas for improvement. Conducts remote monitoring sessions with clients and prepares coaching materials for the

agent’s development plan. Communicates detailed information about calls monitored to Quality Assurance Supervisor

and Manager. Handles regular QA training sessions for newly hired employees, answers operation’s

clarifications and questions concerning QA guidelines and policies. Provides QA tips and enforce positive habits and best practices on calls.

ADVANCED CONTACT SOLUTIONS June 2005- November 2006 Outbound Sales Associate / Technical Support Representative

Provides after-sales support to customers various technical issues on internet connectivity. Handles customer inquiries and some concerns about products and services of the company within our scope of supports. Sells online directory listing with priority placement for businesses to have more visibility on the Internet for gaining advantage over competitors.

ACCESSCALL SOLUTIONS INC. January 2004- August 2004 Sales Verifier

Checks the validity of sales upon transfer through third party verification process. Provides follow-up call to establish business possibilities for a long term agreement with the customer through constant communications during the trial period of web hosting to 10 most visited search engines.

SVI CONNECT CORP. September2002 - August 2003 Outbound Sales Agent

Offers different consumer savings program for discount privileges on entertainment, travel, and health care services.

Handles outbound calls /presents advertisement solutions to small-medium scale businesses to increase their chances to appear first in the online business listing under specific chosen categories.

GOODYEAR PHILIPPINES October 1996- August 1997 Technical Staff

Performs routine inspection of different industrial electronic/electrical measuring equipment and makes corrective actions upon identifying the causes of errors or machine malfunctions.

EDUCATIONAL ATTAINMENT

College: Meralco Foundation Institute (1992-1995) Ortigas Avenue, Pasig City

Course: Electronics Instrumentation Technology

High School: San Francisco High School (1988-1992) Elementary: Bago Bantay Elementary School (1982-1988)

PERSONAL INFORMATION

Age: 39 years old Date of Birth: June 19, 1975 Civil Status: Married

CHARACTER REFERENCES

Katrina Joy Fernandez Teletech (QA Supervisor) 0908-3790357 Hans Joseph Labarda Teletech 0932-8825650 Anthony Tesoro Teleperformance (QA Manager) 9862016