Warren Anastacio

• Conduct periodic TNA Training Needs Analysis for LOB supported or complete-as-needed projects (i.e. Knowledge or Skills gap) • Curriculum Development of Training Material for NH New Hire, Vitality, Conversion and Transition Queue for Dell International Services, Inc. • Periodic and real-time monitoring of KPI for said classes and reporting to key business owners/managers through weekly/monthly/quarterly business reports • Attend weekly business con-calls with business partners local and US

Report directly to the Account Manager for Alorica Phils. Inc. and Gateway Inc. respectively • Train, supervise and mentor five (5) Quality Assurance Specialists • Monitor overall KPIs Key Performance Indicators – CSAT Customer Satisfaction, FCR First-Call-Resolution • Formulate, specify and deliver key weekly plan-of-action based on internal QA scoring using approved auditing policy and procedures by Gateway Inc. • Administer actual training for agents with knowledge

• Interact with AMEX American Express Financial Advisors and account holders with account maintenance and services including Premier AMEX SPS Accounts • Provide Level Two assistance as veteran phone representative to other new hires for fast, efficient and comprehensive service with no errors, as possible • Participate in QA Specialist Training as a volunteer to monitor, barge and give feedback to other reps and team leaders • Complete periodic Continuing Education classes and training

System Analysis and Design; Data Processing and Programming Language