Chistine May Labay Barbosa

Customer Service Representative at McMaster Electromechanical LLC

Dubai, United Arab Emirates

McMaster Electromechanical LLC

Nov 2017 - Present -7 yrs, 8 months

United Arab Emirates , Dubai

Sutherland Global Services

Oct 2016 - Jul 2017 -9 months

Philippines

Job Details:I was a team manager handling 14 consultants supporting a telco account. My BPS KPIs are VOC, AHT, Repeats with Sales and Transfer as multipliers. Lost hours is also included in the metrics that I have to manage. I also monitor calls for prework and weekly coaching session which is also part of our monthly compliance including phone time. Adhoc tasks such as timekeeping, client calibration, corrective action, performance appraisal, regularization, etc are done but not on a daily basis.

Sitel Philippines

Feb 2009 - Oct 2016 -7 yrs, 8 months

Philippines

Job Details:My last position in this company was call center coach. I handled 18 to 22 agents supporting customer service/sales in a retail account. I was a trainer when this account as launched then moved to handling a team. My primary job is to coach them. I have weekly coaching per agent per week using SKEP. I need to have 1-2 trended behavior that we must be able to improve on. My KPIs were AHT, Quality, Lost Hours and Sales as multiplier. I also supported a financial account with 18 to 22 agents as customer service. That was where I actually started as a front liner and had myself moved up to being an escalation desk agent and subject matter expert then moved to quality.

Vocational in Nursing
MANUEL S ENVERGA UNIVERSITY FOUNDATION
Jan 2002 - Jan 2008 - 6 yr
High School - Other
Sariaya Institute
Jan 2002