Rosemarie Monte

About the Candidate

Objective: To acquire a role that enables me to hone my skills and progress in my professional journey

Internship/Training:

Department of Agrarian Reform | June 2017 – October 2017G

—Gained hands-on experience in the field of IT.

Work Experience:
Technical Support Representative
ALORICA TELESERVICES INC. | July 2018 – June 2022
—Recognized as one of the top performers within the Technical Support team-Centris site, and consistently delivered exceptional technical and billing support to US-based customers while meeting and exceeding performance metrics.

Customer Experience Lead (Auditor)
ALORICA TELESERVICES INC. | June2022 – July 2024
—Utilized PowerBl to analyze and download data, identifying outlier representatives through pivot tables.
—Audited calls involving outliers to ensure compliance with company policies for Technical and Billing teams
—Sent Incident Reports to coaches of representatives with violations, prompting them to address the cases and
create Show Cause Memos (SCMs) based on the severity.
— Generated visual reports in Excel to present audit results.
—Emailed detailed reports to Operations, updating them on the status of violations and whether Incident Reports were closed.

Educational Background Elementary:

Sto. Nino Elementary School (2004-2010) High School:

Sto. Niño National High School (2010-2014)

College:

Bestlink College of the Philippines Course: Bachelor of Science in Information

Technology Organizational Skills

—Expertise in email communication.documentation and report generation

—Excellence in Audit and Compliance Management Soft Skills

—Communication: Capable in both verbal and written communication

—Teamwork: Collaborative and able to work effectively in a team

—Problem-solving: Strong analytical and problem- solving abilities

—Punctuality: Consistently arriving on time and being reliable in terms of attendance.

—ime Management: Efficient at prioritizing tasks and meeting deadlines

—Multitasking: Proficient in managing multiple tasks simultaneously

—Adaptability: Quick to embrace and adjust to change

—Flexibility: Easily adapts to changing circumstances and task.

Languages/Dialect Spoken:

Filipino,English and Bicol

Technical Skills:
—Microsoft Applications: (Advanced level Excel skills including VLOOKUP and Pivot Tables, PowerPoint, Word, OneNote, Teams, PowerBl. Sharepoint etc.).

—Knowledge of various programming languages and frameworks
—Troubleshooting: (Problem-solving skills/Software and basic hardware diagnostics)
—Technical Support: (Customer service for technical issues)
—Data Entry: (Accurate and efficient data input)·Operating Systems: (Windows and MacOS)
—Communication Tools: (Email platforms and instant messaging applications)

Certifications:
Google Data Analytics Professional Certificate Provider: Coursera| Date: September 2024.Data Analytics Using Excel
Provider: Great Learning Academy | Date: August 2024.Basics of Compliance Management
Provider: Alison Empower Yourself | Date: August 2024 ISO 19011 Lead Auditor
Provider: Alison Empower Yourself | Date: August 2024.Cloud Computing Architecture
Provider: Great Learning Academy | Date: August 2024·SQL for Data Science
Provider: Great Learning Academy | Date: August 2024 Learning Data Analytics:Foundations
Provider: Linkedln Learning | Date: August 2024. Analytics with SQL and Python
Provider: Great Learning Academy | Date: August 2024