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Cy Gaviola-rantael
Cy Gaviola-rantael
Data Entry, Customer Service, Virtual Assistant
Location: Albay
Cy Gaviola-rantael  

Profile

Personal Description

Projects & Experience:
Communications Specialist Sutherland Global Services
November 2009 - July 2012

• Documents all pertinent data related to the day’s worth of coaching sessions; this includes associate’s AFIs, discussion points and performance goals and agreements.
• Prepares and submits to Program supports and leads the end phase report on the overall performance of associates under the communications skills coaching cycle.
• Faciliates up-skill and refresher training sessions for all associates. Ensures the completion of all other training-related records such as coaching compliance reports.
• Trains and coaches associates to enhance communication and customer service skills.
• Attends weekly calibration sessions.
• Assists or creates training needs analysis.
• Attends Program meetings.
• Assigns work and responsibilities to Communications Analysts
• Weekly uploading of team scores and work schedules

Escalations Specialist and Trainer NCO Group
April 2008 - November 2009

Escalations
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
• Triage Level II and Level III trouble tickets
• Resolve Network switch and connectivity issues
• Verify issue resolution on the customer’s behalf
• Verify with the customer that the issue has been resolved and update the ticketing system
• Communicate plan, progress, and issues in a timely manner
• Actively contribute to ongoing process improvement
• Performs other duties or special projects as assigned
• Ability to complete multiple simultaneous projects in a timely manner

Trainer
• Design specific training programs to help develop or improve job-related skills.
• Assess training needs, develops training methods, writes procedure manuals and presents information using a variety of techniques, including discussions, role playing, team exercises and visual materials.
• Develop curriculum and design training,including methods of assessing effectiveness
My Skills & Services:
For almost 5 years, I worked in the BPO industry. With the posts I have assumed, it has made me gain a lot of knowledge and experience which I know will help me get through any role I will assume in the future. I seek opportunities that would benefit from my knowledge and skills.

My experience includes making phone calls both inbound and outbound to give both customer service and technical support. Data analysis, research and generating reports were some of the tasks I had being a team lead. All mentioned tasks have made me deliver to be at my best with oral and written English.


Trainings & Education

Education, Trainings & Organizations:
Other, BS Business Administration Aquinas University of Legazpi
1*******

High School, 3rd-4th year high school Immaculate Heart of Mary School
1*******

High School, 1st - 2nd year high school St. Scholastica's Academy
1*******

Other, Grades 2-6 St. Scholastica's Academy
1*******

Other, Grade 1 St. James School of Parañaque
1*******

Other, Prep Veritas Parochial School
1987 - 1988


Accredited Certifications (Verified):

Photo Album


https://www.flickr.com/photos/123387160@N05/

Video Playlist

https://www.youtube.com/watch?v=IsiIag5f2Fw

Google Drive

https://www.drive.google.com/drive/folders/0B6jmlfePaBieUl9EWjR3QkVvRDQ

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