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Carlos Leandro Marcelo | Elance
 
176985602337900
Last Sign-in: May 15, 2015

Carlos Leandro Marcelo

   Philippines
Quezon City
  |  10:37 am Local Time

Overview

Minimum Hourly Rate $5

I have been working in the BPO industry for more than 10 years and have specialized in Quality Assurance and people management. I have worked with clients in various fields and industries (Online Brokerage, Financial, Health Care, Customer Service, Back Office, Talent Acquisition, Internet, Telecommunication and Cable).

I am proficient in MS applications, data analysis, data mining, presentation and reporting. My experience has taught me to be keen on details and accurate in reporting.

I'm looking for opportunities that will enable me to...

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Skills (10)

Tested
Customer Service
My Score
avg
Passed
Email Etiquette
My Score
avg
Passed
Email Handling
My Score
avg

Employment

E*Trade Information Services, LLC
Manager, Operations
2013 - 2015
Develop a robust Quality Assurance structure for the Operations Department Manage the operational activities of the Quality Assurance, Account Reconciliation, Cost Basis and Operations...
SWIPELY INC.
Customer Support Team Leader
2011 - 2014
Freelance online support focusing on addressing customer inquiries and requests via online tools like Zendesk, Desk.com and Salesforce Assisted community managers in developing customer support...
Teletech
Manager, Talent Intelligence and Quality Assurance
2012 - 2013
Manage the operational and fiscal activities of 2 different departments (Talent Intelligence and Quality Assurance). Utilize systems and procedures to improve the operating quality and...
Teletech
Manager, Communication Excellence
2011 - 2012
Manage the operational and fiscal activities of the Communication Excellence (CE) department. Utilize systems and procedures to improve the operating quality and efficiency of the CE...
Teletech
Manager, Language and Communication Assessment
2011 - 2011
Manages the performance and day to day activity of the Language and Communication Assessment team Create processes, procedures and SOPs for the program Data gathering and analysis of...
Teletech
Manager, Global Quality
2008 - 2011
Manages the performance of existing accounts (language assessment, telecommunications, technical support, healthcare, talent acquisition and a financial account) In Charge of Launch Project for...
Teletech
Supervisor, Quality Assurance
2007 - 2008
Quality Assurance Supervisor for a U.S. based Cable, Internet and Telecommunication Company
Teletech
Specialist, Quality Assurance
2006 - 2006
Quality Assurance Specialist for a U.S. based Cable, Internet and Telecommunication Company
Customer Contact Center, Inc. / Hinduja TMT, Ltd.
Analyst, Quality Assurance
2005 - 2006
Certified Quality Assurance Analyst for a Multinational Credit Card Company
Customer Contact Center, Inc. / Hinduja TMT, Ltd.
Representative, Customer Service
2003 - 2004
Certified Customer Service and Pay By Phone Representative for a Multinational Credit Card Company

Education

University of Santo Tomas
Bachelor in Commerce Major in Economics
1999 - 2003
Overview  |  Job History  |  Resume/C.V.

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  • 12 months
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Identity
Username
clmarcelo
Type
Individual
Member Since
February 2015
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Carlos Leandro Marcelo | Elance

Carlos Leandro Marcelo