RACHEL SAN AGUSTIN RAMOS

City address: 65 N Reginaville Apartelle, Jalandoni Street, Jaro, Iloilo City, 5000
Mobile number: 09283346391
Email address: rachelramos_1986@yahoo.com

Summary:

Has 30 months of experience in the business process outsourcing industry, specifically

call centers. Much was spent on Quality Assurance, Training and Agent Development. I
am looking for a position in an organization that offers an intellectually challenging
environment with excellent potential for professional and personal growth.

Professional Experience:

Callbox Sales and Marketing Solutions

M.H. Del Pilar Street, Molo, Iloilo City

Training Officer
November 2007 – Present
• Handled classroom training for new hires; communication and sales
• Handled skills enhancement program for bottom senior agents
• Responsible in the facilitation of routine call calibration and transfer
of agents per department
• Prepared and rolled out modules for further training; leadership,
teambuilding, sales and communication
• Monitored trainees’ and bottom agents’ performance for evaluation
• Did the final interviews with applicants for open positions

Quality Assurance Analyst

CS: Financial Services Department
January 2007 – November 2007
• Attended client kick-off meetings
• Listened to and qualifies agents’ calls according to clients’
specification
• Evaluated agents’ calls as part of their performance ranking
• Coached agents, if necessary, to guide their progress
• Handled weekly QA meetings

Telemarketer
CS: Financial Services Department
July 2006 – January 2007
• Called as a back up agent for several accounts
 • Handled one campaign as a primary agent for 2 months
resume of rachel s. ramos, page 2

• Made 150 calls and averaging 1 appointment per day

• Excellent QA rating

EPLDT – Ventus
Molo, Iloilo City

Customer Service Representative

Project Hired
Order Call Out
April 2006 – May 2006
• Made order call outs to florists

Education:

University of San Agustin

General Luna Street, Iloilo City
Bachelor of Science in Psychology
2008 – 2009

West Visayas State University

Luna Street, La Paz, Iloilo City
Bachelor of Secondary Education, Major in English
2003 – 2006
2nd semester, 2007

University of Negros Occidental – Recoletos

Lizares Avenue, Bacolod City, Negros Occidental
High School Graduate
1999 – 2003

University of St. La Salle – Integrated School

La Salle Avenue, Bacolod City, Negros Occidental
Grade VI Level
1990 – 1999

Organizations and Affiliations:

USA Psyche Cell

Member, 2008 – present
 resume of rachel s. ramos, page 3

WVSU Little Theater

Member, 2003 – 2004
Assistant Business Manager, 2004 – 2005
VP for External Affairs, 2005-2006

WVSU COE English Reading Society

Member, 2003 – 2007

Trainings and Seminars attended:

May 2006 Amspeak and Product Training

EPLDT Ventus

July 2006 New Hire Training

Callbox Sales and Marketing Solutions

May 2007 MS Excel Training

Callbox Sales and Marketing Solutions

June 2007 Leading by Example

Callbox Sales and Marketing Solutions

July 2007 Stonewalls and Bridges, Conflict Management Training

Callbox Sales and Marketing Solutions

Sept. 2007 Sales Training Module I

Callbox Sales and Marketing Solutions

Oct. 2007 Dealing with Difficult Co-Workers

Callbox Sales and Marketing Solutions

Nov. 2007 Training the Trainers

Callbox Sales and Marketing Solutions

Participated in the preparation and roll-out of the following:

• Reading Comprehension Exercises

• Accent Neutralization
 • New Hire Training Revisions
• New Hire Training Metrics

resume of rachel s. ramos, page 4

• Agent Transfer and S.E.P. Criteria

• Dealing with Difficult Co-Workers (Conflict Management Module)
• Skills Enhancement Program Revisions
• Callbox QA policy (Retraining for QA Analysts and Coaches)
• Sales Training I
• Sales Training II
• Profiling (Information Gathering Module)
• Playing the Field (Team Building Module)

Skills and Abilities:

• Excellent written and verbal communication skills. Creative use of grammar and
able to spontaneously deliver a conversation.
• Good interpersonal skills. Able to relate well with co-workers and supervisors.
• Talented, independent, task-oriented and reliable. Delivers quality assignments on
time.
• Very flexible and open-minded. Able to multi-task. Accepts comments and
criticisms as a form of improvement.
• Determined, hardworking and detailed. Able to work long hours.
• Exudes optimism and altruism. Easily motivates people. Often gives
constructive criticism.

References:

Charo Grace Illastron

Head, Training and Development
Callbox Sales and Marketing Solutions
+639089574658

Rogylle Gabasa
Medical Representative
Glaxo Smith-Kline
(Former Accounts Manager for CSMS)
+639178887633

Ace Viñarta
Quality Assurance Analyst
Convergys, Bacolod Site
(Former Training Officer for CSMS)
+639052904927