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Last 6 mos.
All-time
Feedback:
none
none
Hours:
0
0
Assignments:
0
0
See all Work History & Feedback
Location:
Quezon City, Philippines (GMT+08:00)
English Skills:
(self-assessed)
0.0
Member Since:
October 12, 2009
Last Worked:
oDesk Ready:
Yes
Related links:
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Fraulaine Mogar
-
"
frm
-
Freelance
Data Entry Professional
,
Philippines
"
Permalink :
Overview
Résumé
Work History & Feedback (0)
Tests (7)
Portfolio (0)
See All Work History & Feedback
(0 items, with Feedback)
Recent Work History & Feedback
Buyer ID
From/To
Job Title
Hours
Feedback
Work History & Feedback is empty
See All Tests Taken
(7 items)
oDesk Tests Taken
Name of Test
Score
Percentile
Date Taken
Duration
English Spelling Test (U.S. Version)
5.00
95%
TOP 10%
1st Place!
10/30/2009
13 min
Technical Writing Skills Certification
4.00
94%
TOP 10%
11/01/2009
34 min
Office Skills Test
4.00
83%
TOP 20%
11/01/2009
25 min
oDesk Readiness Test for Independent Contractors and Company Managers
10/17/2009
1 min
MS Excel 2003 Test
2.60
65%
10/29/2009
40 min
Job Category Interests
Writing & Translation
Blog & Article Writing
Copywriting
Translation
Creative Writing
Other - Writing & Translation
Administrative Support
Data Entry
Email Response Handling
Transcription
Customer Service
Technical support
Phone Support
Business Services
Accounting
Bookkeeping
Skills
Skill
Experience
Level
Last Used
Description
No Skills
Certifications
Date Earned
Name
Score
Percentile
Organization
Description
No Certifications
Employment History
From
To
Company
Title/Role
Description
01/2009
Present
Teletech Holdings
Quality Supervisor / Team Lead
- Manages a group of 8 - 10 Quality specialists who are individually supporting 3 different accounts in Australia and New Zealand
- Ensures that all quality requirements are met including but not limited to the number of evaluations completed based on client requirements, quality score, First Contact Resolution, sales performance and ultimately customer experience
- Manages the performance of the specialists creating action plans and providing coaching if necessary
- Works hand in hand with Operations and other key departments in order to improve program performance
- Performs other administrative tasks
03/2008
12/2008
Teletech Holdings
Quality Champion / Team Lead
- Act as a liaison office that connects the Quality department to Operations and the client for an Internet Service Provider in the US
- Ensures that quality requirements are being met in accordance to the contract
- Spearheads initiatives which have impact to customer satisfaction
- Holds calibration sessions, roll-outs, coaching sessions for Operation supervisors and associates, etc
- Works with training to identify any gap or any area needed for re-train or up-train
- Ensures that all meetings with internal and external clients are attended to
- Attends to any other ad hoc or administrative tasks
07/2007
02/2008
Teletech Holdings
Team Leader / Team Lead
- Manages a group of 12 - 16 technical support representatives who are handling inter-releated concerns of an Internet Service Provider (ISP) in the US
- Manages the performance of the team in order to meet and exceed client and company Key Performance Metrics such as customer satisfaction, quality assurance, first call resolution, service level, average handle time, occupancy, etc through data analysis and coaching
- Ensures that agents are reporting to work and adhering to their work schedules
- Takes on supervisor escalations and do floor support to assist agents
- Creates action plans for non-performing agents in order for them to improve while creating incentive and rewards system to recognize performers
- Attends to other administrative tasks
11/2005
06/2007
Teletech Holdings
Technical Support Representative - US Account / Independent Contributor
- Handles incoming calls that requires internet connection - related issues' for an Internet service provider in the US
- Assists customers in troubleshooting broadband issues
- Provides assistance on order status, email, security, webspace, MSN, Yahoo, AOL, etc.
Education
From
To
School
Degree
Area of Study
Description
06/2001
04/2005
Central Luzon State University
Bachelors
Bachelor of Science in Accountancy
- Received the diploma for Bachelor of Science in accountancy
- Graduated as Journalist of the year and as a Leadership awardee
- Consistent dean's lister
- Elected/appointed to different student government bodies
- Member and elected officer of the Junior Philippine Institute of Accountants
- Served as news editor, associate editor, managing editor and editor in chief of the official student publication of the university
- Etc
06/1997
04/2001
San Quintin National High School
High School
High School
- Consistent first honor since First Year and graduated Valedictorian
- Received various awards and scholarships including Leadership and Journalism awards
- Joined Press Conferences (national level) for copyreading and headline writing and news writing
- Elected as President for Various Clubs including The English Club, The Philatelist Club, the Science Club, The Mathematics Club, etc
Elected as governor and senator for upper school student councils
06/1991
03/1997
San Quintin Central School
Diploma
Elementary
- this covers Grades 1 to 6
- consistent Top of the class since Grade 1 and graduated Valedictorian
- participated and succeeded in various competitions and quizzes for Science, Math, Spelling, History, etc.
No items in portfolio
Hourly Assignment History
Buyer ID
From/To
Job Title
Hours
Feedback
Hourly Assignment History is empty
Fixed-Price Assignment History
Buyer ID
From/To
Job Title
Paid
Feedback
Fixed-Price Assignment History is empty
oDesk Tests Taken
Name of Test
Score
Percentile
Date Taken
Duration
English Spelling Test (U.S. Version)
5.00
95%
TOP 10%
1st Place!
10/30/2009
13 min
Technical Writing Skills Certification
4.00
94%
TOP 10%
11/01/2009
34 min
Office Skills Test
4.00
83%
TOP 20%
11/01/2009
25 min
oDesk Readiness Test for Independent Contractors and Company Managers
10/17/2009
1 min
MS Excel 2003 Test
2.60
65%
10/29/2009
40 min
Telephone Etiquette Certification
3.30
40%
10/29/2009
25 min
U.S. English Basic Skills Test
3.50
31%
10/17/2009
30 min
