Jeffrey Reyes Bancoro
Experienced Customer Support
Dubai, United Arab EmiratesWork Experience
Quality Assurance ManagerFull Time
Concentrix
Sep 2011 - Mar 2016 -4 yrs, 6 months
Philippines , Cagayan de Oro
- Job Details:• Managed 30+ dynamic quality specialists doing quality audits on transactions from all support channels (email, phone, chat) • Developed quality monitoring form and guidelines aligned with COPC standards • Spearheaded risk assessment and implemented risk control measures to mitigate impact of risks identified • Provided business intelligence and analysis from SAP system • Client facing calibrations and reports for goal and direction alignment
Operations Supervisor - Team LeadFull Time
Concentrix
Jan 2006 - Sep 2011 -5 yrs, 8 months
Philippines , Cagayan de Oro
- Job Details:• Managed and supervised entry level to highly skilled technicians that provide quality support and resolution to SOHO (small office home office) customers • Achieved outstanding key performance indicators (KPIs) through performance and team management
Education
BSc in Computer Science
Xavier UniversityJan 2000 - Jan 2004 - 4 yr
High School - Other
Corpus Christi SchoolJan 2000
Achievements
Consistent Top Performer Awarded in 2006 – 2007, 2009-2010 as Employee of the Year Annual Perfect Attendance Awardee