This document contains a resume for Chrissy Helvetica Ausejo-Tan. It summarizes her professional experience working in customer service, quality assurance, and operations roles over the past 15 years. Her objective is to take on a leadership position utilizing her skills in customer relations, training, quality assurance, and operations. The resume lists her work history and roles with increasing levels of responsibility at various companies, including her current role as Manager of Quality Assurance. It also provides her educational background and contact information.

1. 8 mo
Chrissy Helvetica Ausejo - Tan
Block 16 Lot 8 Goldenville 1 Subd. Sabang, Dasmarinas, Cavite
Mobile Number: (0998) 370 9440
Email: chrissy17.tan@gmail.com
OBJECTIVE
TO LIVE UP TO HIGHER EXPECTATIONS NOT ONLY IN MEETING BUT RATHER, EXCEEDING GOALS IN A LEADERSHIP
POSITION THAT WOULD BEST SUIT MY INTEREST AND SKILLS AND FURTHER SERVE AS A TOOL FOR MY GROWTH IN THE
FILED OF CUSTOMER RELATIONS, TRAINING AND QUALITY ASSURANCE AND OPERATIONS.
PROFESSIONAL EXPERIENCES
Manager - Quality Assurance (Present)
C3 CustomerContactChannels
Bonifacio One Technology Tower
Bonifacio Global City, The Fort, Taguig City
• PLAN, LEAD, MAINTAIN AND ENSURE THE EFFICIENCY OF THE QUALITY PROGRAMS AND OVERALL PRODUCTION TO ENSURE CLIENT
GOALS ARE MET
Supervisor – Training and Quality Assurance (December 2014 to June 2015)
• Supervises Quality Analysts for Travel programs (Car and Airline Reservations)
• Coordinates staff scheduling, ensures motivation and dynamism of team, and provides regular program updates
to clients
• Maintains and implements Quality programs and modifies based on program needs; creates program specific
training modules based on quality trends; implements actions plans
• Manage and maintain daily operations of the Quality Assurance Teams to achieve client goals
Supervisor – Quality Assurance (June 2013 – December 2014)
C3 CustomerContactChannels
Bonifacio One Technology Tower
Bonifacio Global City, The Fort, Taguig City
• Supervises Quality Analysts for a Reservations Campaign by setting their weekly goals and specific tasks,
subsequently monitoring their performance against these established goals / objectives
• Quality process streamlining and improvement to meet business dynamics
• Coaches, mentors, and conducts one-on-one discussions with QA Analysts regarding work ethics, productivity,
performance, and career growth. Devises development plans and career paths for QA Analysts and prepares
them to handle increased responsibilities
• Ensures that Client and Company requirements for Quality Assurance, as well as the Department’s goals /
objectives, are met with the contribution of QA Analysts
• Attends to any concerns/ issues of Operations/ Training and Quality team that can be readily addressed
• Answers clients escalations and call review that requires immediate interventions
• Provides additional support to other campaigns to help establish Quality Programs and processes and creating
evaluation forms for different campaigns

2. Supervisor – Quality Assurance (February 2011 – May2013)
C3 CustomerContactChannels
Bonifacio One Technology Tower
Bonifacio Global City, The Fort, Taguig City
• Supervises Quality Analysts for Telco Campaign by setting their weekly goals and specific tasks, subsequently
monitoring their performance against these established goals / objectives
• Quality process streamlining and improvement to meet business dynamics
• Coaches, mentors, and conducts one-on-one discussions with QA Analysts regarding work ethics, productivity,
performance, and career growth. Devises development plans and career paths for QA Analysts and prepares
them to handle increased responsibilities
• Ensures that Client and Company requirements for Quality Assurance, as well as the Department’s goals /
objectives, are met with the contribution of QA Analysts
• Attends to any concerns/ issues of Operations/ Training and Quality team that can be readily addressed
• Customer Service Ambassador focusing on developing agents in terms of providing excellent customer
experience
• Creating and preparation of programs to drive MyVOC performance of production agents and the center
• NICE Perform 2.0 Administrator for all campaigns
• Prepares the payroll files based on QA Analyst attendance. Ensures the timely submission of payroll files to
HR/Payroll Team for the on-time and accurate crediting of salaries for QA Analysts
• Provides additional support to other campaigns to help establish Quality Programs and processes
• Reporting directly to the QA Manager for updates and status of the Quality Teams Performance and MyVOC
Performance of the center
EA to the Department Senior Vice President and Vice President (October 2010 to June 2011)
JPMorgan Chase Bank, NA PGSC
Net Plaza Bldg.
Bonifacio Global City, The Fort, Taguig City
• Attends to daily support needs of department Senior Vice President and Vice President
• Prepares, formats, edits routine documents
• Sets – up and maintains filing system/ monitor phones/ sending of documents for approval and signature
• Responds to routine questions of direct reports of the SVP and VP
• Sorts and distributes mails/ makes travel arrangement/ in – charge of department equipment requisition and
transfers
• Updates SVP and VP departmental calendar
• Coordinates with other support departments
• Create requisition for supplies, prepare reimbursements for employee expenses, liquidate expenses of SVP and
VP
• In – charge to sign employee exit clearance form for off boarding employee and receive surrendered items from
resigned/ transferred employee
Senior Quality Assurance Representative (January 2009 to October 2010)
Advanced Contact Solutions, Inc.
Asian Plaza Bldg., Makati City
• Supervises QA Representatives by setting their weekly goals and specific tasks, subsequently monitoring their
performance against these established goals / objectives
• Provides weekly staff meeting data on collated Quality Score averages. Reports the week’s Quality performance
for perusal of the QA Manager, Client, Operations, and Training

3. • Facilitates weekly program update meetings with all Quality Assurance Analysts for them to report productivity
and program performance and air-out issues / concerns. Attends to any concerns and issues that can be readily
addressed
• Coaches, mentors, and conducts one-on-one discussions with QA Analysts regarding work ethics, productivity,
performance, and career growth.
• Guide team leaders through quality tools and how to use them effectively for performance management
• Coordinate with business partners and process owners in updating call/ work flows, processes and quality
guidelines
• Prepares the payroll files based on QA Analyst attendance. Ensures the timely submission of payroll files to
Compensation & Benefits for the on-time and accurate crediting of salaries for QA Analysts
• Facilitates call calibration with clients on a weekly and monthly basis
• Attends to escalations/interventions from the clients
• Handled Global Ticket Management Group. Evaluate and coach special team for back-end support.
Quality Assurance Representative
Advanced Contact Solutions, Inc.
Asian Plaza Bldg., Makati City
• Designated to handle different L2 teams. SPO is a SWAT certified evaluator/coach and focuses on language,
technical and call handling skills of an agent
• The main objective of each SPO is to improve agents for a positive impression of customers toward Verizon
• Handling a minimum of 70 representatives.
• Monitoring, coaching and developing representatives
• Conducting calibration meetings to check the performance of all the agents in handling calls
Quality Assurance Representative
Advanced Contact Solutions, Inc.
Allied Bank Bldg., Makati City
• Extensive product knowledge with MCI Telephone Company and its services
• Supervising maximum of 30 representatives to obtain excellent quality scores and statistics
• Monitoring, coaching and developing representatives
• Managing and handling the team in the absence of the supervisor
• Creating and preparation of programs to drive motivation
• Conducting calibration meetings to check the performance of all the agents in handling calls; cascading
information to 2 teams through special meetings regarding the areas of opportunity to drive excellent quality
and customer service
• Reporting directly to the QA Ambassador for updates and status of the teams
• Challenging escalations and disputing external failing monitors (National Monitoring)
Advanced Contact Solutions, Inc.
Allied Bank Bldg., Makati City
MCI Priority Customer Support
• Tier 3 Associate
MCI Technical Network Team
• Technical Support Associate
MCI Nationwide Customer Service
• Customer Service Associate

4. TRAININGS/SEMINARS ATTENDED
NICE Perform 2.0 Maintenance and Administrative Training (October 2011)
Stepping up to Management/Managing Employee Discipline (January to March 2011)
SWAT (Speak With Accuracy and Tact)(June 2007)
MCI Supervisor Professional Training skills (November 2006)
Educational Background
Philippine Christian University
AB Psychology 1997-2001
References: Available upon request