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Hazeline L. | Elance
 
176985602337900
Last Sign-in: Aug 27, 2010

Hazeline L.

MS Excel expert & call center quality evaluator
   Philippines
  |   Las Pinas, Las Pinas
  |  10:01 pm Local Time

Overview

Minimum Hourly Rate $5

I've been working in an outsourced call center for 5 years, catering to client's needs all over the US. My current responsibility is to ensure that we are delivering the highest quality of customer service to our clients by monitoring our agent's calls and providing feedback to operations for improvement. I also send out reports using different microsoft applications, especially MS Excel, to provide information on the agent's performance, trends, recommendations, and attainment. Before becoming a quality evaluator, I took calls for a...

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Portfolio

This is a pareto chart showing the contribution of each drivers in call handling time.
This report shows the analysis on what driver contributes more in the increase of...
This is the presentation made based on the data gathered from the AHT Driver Report.
This report shows the variance of each unit managers in scoring a pre-rated call.
This was awarded after completing the self-paced course in 6sigma and upon passing the...
This was awarded after completing the self-paced course and passing the assessment...
This was awarded after completing the self-paced course and passing the assessment on...
This was awarded after completing the self-paced course and passing the assessment on...

Skills (3)

Tested
Microsoft Excel 2003 Test
My Score
avg
Microsoft Excel 2007 Test
My Score
avg
English Speaking Test
My Score
avg
Passed
Customer Service Test
My Score
avg
Passed

Service Description

Based on my work experience, I can provide services concerning data entry, designing reports,creating list through spreadsheet, conduct report analysis and create a presetation, process email ordering, and other tasks that will involve the use of microsoft applications like Word, Excel, or PowerPoint. I can also conduct quality monitoring by listening to calls made by agents and I will provide feedback through written annotation.

Working with a top-notch call center for 5 years, under 4 different accounts (satellite tv, mobile services provider, publishing company, and credit card company) and 4 different line of businesses (customer service with billing, soft-selling and technical support, back office, e-mail response, and collections), definitely helped me improve my skills.



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Employment

Convergys Philippines Services
Transaction Monitoring Evaluator (Quality)
2005 - Present
Evaluate calls of agents to ensure that we are providing customer satisfaction to our clients.
M-Power Enterprises
Human Resources and Corporate Administrator
2001 - 2003
Hands-on management in overseeing the daily operation of the company as to Human Resources, Administration, Sales, Finance, Marketing, Logistics, Distribution, & Warehousing.

Education

Philippine College of Health Sciences
Bachelor of Science in Physical Therapy
- 1998
Overview  |  Job History  |  Portfolio  |  Resume/C.V.

Keywords

excel
data entry
reports
email
spreadsheet
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Identity
Username
hlagasca
Type
Individual
Member Since
July 2010
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Hazeline L. | Elance

Hazeline L.