Carina Quiambao-Caluag

Monitors and analyze the performance of different groups based on real time; responsible for monitoring call traffic, Average Handling Time (AHT) and provide feedback to improve and manage current performance to achieve set targets and work closely on day to day basis with operations Team Leads.

Handles the day to day postpaid hotline operations, assists customer complaints and coordinates matters that need immediate attention with other departments or support groups. Monitors and ensures agent’s adherence to schedule, high quality of call handling and customer satisfaction, provides counselling, guides, motivates, evaluates and rates the performance and development of the agents.

Processing escalated service request, email concerns and complaints by the hotline and wireless centers and faxed documents sent by the Smart Load dealers and retailers by providing prompt response and solutions to their concerns and requests at all times. Continually maintain working knowledge of all company products, services and promotions by studying new product descriptions and participating in educational and training opportunities.

Handles inbound calls, processing and escalation of service requests, adherence to cross selling policy, schedule and customer satisfaction. Maintains and improves quality results by adhering to standards and guidelines and procedures. Manage, identify and resolve customers’ needs, clarify information, classify and escalate priority issues, provide solutions and/or alternatives and follow up customer calls where necessary

Handles the day to day store operations and assists customer inquiries and complaints. Responsible for the variance report, product analysis report, food cost control, food cost report, store accounts, breakages report of utensils and stock requisition Ensures cleanliness, orderliness and safety standards are followed through inspection and random checking of the area. Also provides counselling, motivates, evaluates and rates the performance of the agents.

Handles and accomplishes the following reports: stock factor computation, sales per man hour profit and loss of the delivery service of the store per week and on the monthly basis; the customer staff ratio report; the transaction count and average check report; the weekly and monthly sales report of the store, petty cash reimbursement and sales deposit.

Supervises the kitchen and food shop operations ensuring adherence to high quality of standards in food, service and cleanliness to achieve customer delights. Plans, forecast and revise orders of all food shop products based on the requirements of the store and monitors product availability at all times and provides store management with timely and accurate reports needed to measure the store performance and counselling and assistance to crews

Passed Board Exams for Nutritionist Dieticians, 1993 June