SHERRY ANN KRISTINE V. LATTAO
1085 Tasman Dr. Space# 356, Sunnyvale California 94089
Mobile #: 4084802030
Email: [Send email using form at bottom]


				


WORK EXPERIENCE:

TEAM SUPERVISOR/ TeleTech Customer Care Management Phils, Inc
2nd Floor Robinsons Place Cainta, Rizal
August 28, 2006- Nov 10, 2007
	Motivates staff by reinforcing the core principles of ownership, value,
efficiency, and respect; Maintains, communicates, and monitors performance
standards, productions, attendance and punctuality of staff; Assist staff in
handling unusual and difficult situations. Provides coaching to ensure
consistency on teams’ performance. Conducts refresher courses to increase product
knowledge. Coordinates directly to Senior Team Supervisors and Operations Manager
regarding updates/reports on team statistics.

TEAM LEADER/ Advanced Contact Solutions, Makati, City
May 2006- August 2006
				Leads a group of technical support agents handling calls regarding
				software and network troubleshooting, Responsible for meeting the target
				metrics set by the client. Provides assistance to agents having problems on
basic 				and advanced trouble shooting and does escalation calls; Listen and
respond 				with solutions and empathy to employee concerns; Satisfies customers
needs; 				Responsible for identifying and acquiring needs workgroup training;
ensures 				adherence to company policies.

LOAN COUNSELOR/ Assistant Team Leader/ ICT Marketing Services of the Phils Inc.
19th floor Tower II RCBC plaza Ayala cor Buendia Makati City 
June 6, 2005-April 2006
	Responsible in handling inbound calls for delinquent mortgage accounts. Does
loan counseling to customers who were unable to make payments on time. Has the
expertise to handle irate callers. Resolves customers concern as regards to their
mortgage problems and financial hardships. Responsible for achieving required
performance goals on a weekly basis such as average handling time, quality
assurance and attendance. Exceeds customers’ expectation and provides excellent
customer service. 

ACCOUNT SPECIALIST /CSR, West Contact Services Inc. 
14th floor Export Bank Plaza Pasong Tamo, Makati City
Dec 2004-June 2005
	Handles inbound customer service and telemarketing calls.
Responsible for achieving the target sales required by the client. Resolves
customers concerns. Promotes new products and offers additional services.
Exceeding customers’ expectations and has the expertise in providing legendary
customer service.


PRODUCT TRAINER, Client Logic Philippines Inc.
April 2004- August 2004
	Conducts training for product specifics, American Accent and performance
enhancements, Monitors agents call. Accomplishes individual daily and weekly
reports of each sales representative. Does side by side to track agent’s
performance. Ensures that each individual were able to apply their skills and
knowledge up to production. Ensures a fun learning environment during training. 

TEAM SUPERVISOR, Client Logic Philippines Inc.
10th floor Wynsum Corporate Plaza, Emerald Ave Ortigas, Pasig City
Jan 05, 2004- April 2004
	Monitors calls from customers to oversee the quality of service and maintain
team quality of service; Responsible for identifying and acquiring needed
workgroup training; Promotes professionalism throughout the workplace; Conducts
employee interviews and one-on-one discussions; Makes hiring and firing
decisions; Maintains staffing schedule  adherence; Reinforces the core principles
of ownership, value, efficiency and respect; Maintains team performance metrics,
monitors performance, productions, attendance and punctuality records and reviews
of staff; Assist staff in handling unusual and difficult situations; Maintains
technical proficiency; Identifies process improvements within the workflow and
suggest resolutions to management. 

CUSTOMER CONTACT ASSOCIATE, Client Logic Philippines Inc.
August 01, 2002- Jan 03, 2004
                                            	Handles both international inbound
and outbound campaigns and directly communicates with the clients; Achieves
target sales required by the client; Carries out different tasks directed by the
supervisor; Meets the requirements expected of a CSR and of the team; Involves in
coaching new representatives in training and shares with them different
techniques in handling different calls; Attends trainings and seminars organized
by the company to develop more skills in customer service and telemarketing.

SEMINARS/TRAININGS ATTENDED

•	Supervisor Certification Phase 1 (TeleTech) 2006
•	LEAP Training for leadership seminar (TeleTech) 2007
•	Supervisor Adaptive Coaching  I ( TeleTech) 2006
•	Introduction to Supervision ( TeleTech) 2006
•	Supervisor 2: Positive Reinforcement ( TeleTech) 2006
•	Supervisor Training (SUP-U) ( Client Logic) 2004
•	Enhancement Seminar on Telemarketing ( Contact World) 2003
•	Professional Training Skills Seminar 
•	Basic Train the Trainers (BTT) ( Client Logic) 2004


EDUCATIONAL ATTAINMENT

BACHELOR OF ARTS MAJOR IN MASSCOMMUNICATION
FAR EASTERN UNIVERSITY
1997-2001







PERSONAL DATA

Nickname: Sherry
Age: 26
Height: 5’0
Place of Birth: Bambang, Pasig City
Religion: Roman Catholic
Civil Status: Single
Gender: Female
Languages Spoken: English and Tagalog


CHARACTER REFERENCES


Peter Gerard Borromeo
Senior Operations Manager
TeleTech Customer Care Management Phils, Inc 
United Health Care
011639177941441 (mobile)
0116329813074 (office)
(303) 397- 9115 (office)


Sheryl Coria
Operations Manager ( Interim)
TeleTech Customer Care Management Phils, Inc 
United Health Care
011639275423912 (mobile)
0116329813075 (office)
(303) 397- 9115 (office)


Billy Lapuz
Senior Team Leader
TeleTech Customer Care Management Phils, Inc 
United Health Care
011639167426428 (mobile)
(303) 397- 9115 (office)