Glaiza Jose

About the Candidate

Glaiza D. Jose

UE Village San Isidro Cainta, Rizal, Philippines, 1900

Mobile No: +63-

Camo, Haron

917-305-4664

Email Add: [email protected]

 

 

EMPLOYMENT HISTORY
Position:  Virtual Assistant/Administrator

Company:  Florida Marketing and Sales Enterprises

Address:  Remote

Date:  May 2023 to present
5 hours per week (own time EST)

 

Job Description / Duties and Responsibilities:

Makes outbound calls and sends email to Insurance Companies and Law Firms in Florida, USA to follow up on existing claims for Mold Assessment Company.

Position:  Global Quality Assurance System Administrator

Company:  Teletech (Percepta)

Address:  Sto Domino, Cainta Philippines

Date:  January 21, 2022 to present

 

Job Description / Duties and Responsibilities:

The Quality Assurance Administrator is the primary source for daily support tasks related to QA tools
Creates Quality Assurance Reports and Dashboards using Verint and Smartsheet Systems
Creates Quality Assurance Evaluation Forms for ASEAN (Philippines, Thailand and Vietnam) North America Regions, Australia, Germany and United Kingdom using Verint and Smartsheet Systems
Support and contribute open communication flow inside and outside the Quality Assurance Team
Subject Matter Expert for QA Systems e.g., Verint, Nice, AWS and Calabrio Systems
Trained to work on Microsoft Office System (Excel, Word, PDF, Outlook, Teams and PowerPoint), Verint and Smartsheet System
Position:  Assistant Operations Manager (Temporary Assignment)

Company:  Teletech (Ford – Automotive Account)

Address:  Sto Domino, Cainta Philippines

Date:  July 1, 2021 – January 20, 2022

Reason for Leaving:  Promotion to QA System Admin

 

Job Description / Duties and Responsibilities:

Make important policy, planning, and strategy decisions.
Develop, implement, and review operational policies and procedures.
Oversee budgeting, reporting, planning, and auditing.
Identify and address problems and opportunities for the company.
Position:  Operations Supervisor (Team Leader)

Company:  Teletech (Ford – Automotive Account)

Address:  Sto Domino, Cainta Philippines

Date:  July 16, 2017 – June 30, 2021

Reason for Leaving:  Promotion to Assistant Operations Manager

 

Job Description / Duties and Responsibilities:

Manages a Customer Service team to provide excellent customer experience
Be available to affect the entirety of the team’s operations
Reports and Coaching
Updates the agents on their daily/month performance
Take Supervisor Escalation calls
Trained to work on Microsoft Office System (Excel, Word, PDF and PowerPoint)
Position:  Quality Assurance Specialist

Company:  Teletech (Amazon – Retail Account)

Address:  Sto Domino, Cainta Philippines

Date:  July 16, 2016 – July 15, 2017

Reason for Leaving:  Promotion to Supervisor

 

Job Description / Duties and Responsibilities:

Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards
Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager and Operations
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities
Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Position:  Customer Care Representative ll

Company:  Teletech (Ford – Automotive Account)

Address:  Sto Domino, Cainta Philippines

Date:  February 1, 2012 – July 15, 2016

Reason for Leaving:  Promotion to QAS

 

Job Description / Duties and Responsibilities:
The FCSD US Ford Customer Service Representative is responsible for providing clear, accurate, timely and professional responses to inquiries and concerns in both calls and writing, using all available resources as per company guidelines.

 

Position:  Quality Assurance Specialist

Company:  Yell Adworks

Address:  Libis, Quezon City Philippines

Date:  May 2010 – Feb 2011

Reason for Leaving:  Pregnancy

 

Job Description / Duties and Responsibilities:
Proofreads Web Advertisements, ensures that the material is clear and consistent, complete and credible, and the text is well written, grammatically correct and accessible.

 

 

TRAININGS / SEMINARS ATTENDED
Training Center: Online via Prof. Dr. Marcelo Machado Fernandes
Duration: July 27, 2022
Title: Lean Six Sigma White Belt
Training Center: Percepta (Online)                             Duration:  June 17 to 23, 2021
Title: Leadership 101

 

Training Center:  CourseBelt (Online)
Duration:  May 2021
Title: Email Management and Support Course
Training Center:  Tesda (Online)
Duration:  September 2019
Title: Front Office Training

 

Training Center:  Teletech
Duration:  November 2016
Address: Sto Domingo Cainta Rizal
Title: Team Leader 101 (Teletech)

 

EDUCATIONAL BACKGROUND

Year                                                                                        [From] – [To]

College

Course: Bachelor of Arts in Mass Communications (Graduate)    2005 – 2009

School: Far Eastern University

Address: Morayta St, Sampaloc Manila, Philippines

Secondary

School: General De Jesus College                                              2001 – 2004

Address: San Isidro, Nueva Ecija