arnelorecruz

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arnelorecruz

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Quezon City, Metro Manila, Philippines
Member Since:Jan 07, 2015 Last Activity: Jan 15, 2015

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DELL International Services Philippines Inc.

Quality & Standards Analyst

January 06, 2009 to February 13, 2014

 Reviewed at least 60 calls/emails a week to identify opportunities and strengths of each

representatives which resulted to 100% business compliance for audit completion

 Provided meaningful coaching and delivers feedback to each representative in a

constructive way

 Facilitated weekly calibration with Team Managers/Coaches which improved the

variance of the site from 20% to less than 5% (goal is 5%)

 Maintained the accuracy and efficiency of audits being performed which resulted to 0%

overturns

 Collaborated with different departments to review and improve processes

 Conducted team huddle and refresher course to new hires to make sure that everybody

is aligned with the new processes and procedures being implemented

 Prepared and analyzed reports to track the trending on different attributes of Quality

Parameters which focus on Customer Centricity

 Helped the Operations by answering calls/emails or acts as SME

 Managed a team to promote the Online Care Case tool to Dell customers and

successfully improved the score from 0% to greater than 50% in just 2 weeks

 Acted as POC to help my manager in leading and guiding the Quality Team to ensure

that 100% completion of audits is being accomplished

As Freelancer

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