Florante M.

Evasco
Personal Data-

Date of Birth : May 08, 1967

Place of Birth : Philippines
Nationality : Filipino
Age : 42
Civil Status : Single
Religion : Christian
Address : 1962-A Calamba st. Sampaloc, Mla
Telephone No. : 0907-944-1426
E-mail address : law_eve@yahoo.com
Position Applied For :
Experience

TELETECH (Cainta) – Quality Analyst/Interim Supervisor-Quality (Global

Business Service)- Oct 2007-May 2010
United Health Group –AARP- Medicare Part D Drug Insurance

* Monitors Associate customer interactions against client specified policies and

procedures

* Monitors and evaluates the the calls of agents and make sure they adhere to the
guidelines set by the client

* Suggests improvements at the associate and project level through evaluations and
reports

* Supervises a group of Quality specialists

* Provides coaching and mentoring to assigned team

* Handle reports catering to QA team’s performance and project performance

* Create Scorecards and IDPs (Individual Development Plan) for assigned specialists

* Attend client calls and meetings

* Facilitate calibration and coaching sessions

* Ensure that the team meets all assigned metrics

TRANSCOM (formerly NUCOMM International)- Quality Assurance Analyst (Ortigas, Pasig-
From Jan. 2006 to September 2007)- Accounts: SEARS-Inbound and Outbound-
Remote/Pre-Recorded (Parts Direct Order,Teleservices,Rapid Resolution). First
National Bank of Omaha (FNBO). MBNA. Capital One Bank,Comcast.

 Performs LIVE and Pre-recorded call monitoring /auditing for

Canadian,Filipino,Indian and American call center agents and provides trend
data to management team.
 Participates in customer and client listening programs to identify customer
needs and expectations (calibration and training)
 Provides relevant feedback to call center Supervisors and Client through email
escalations and alerts
 Uses quality monitoring data management system to compile and track
performance at individual level.

People Support Call Center– Call Center Specialist (Ayala, Makati)- August -2004-Jan .
2006)
Armani Exchange
 Handles incoming calls/orders from US based customers
 Handles complaints and query
Experian Account
 Handles incoming calls from experian members
 Assigned in retention department and gives the status of the credit
standing of customer upon request.
 Process new members
BISELL ACCOUNT
 Answer all incoming telephone calls from Bissell consumer
 Handles order calls
 Takes note of consumer feedbacks including compliments or complaints
 Follow-up and return call to consumer when necessary
 Troubleshoots Bissell machines based on consumers phone request
 Provides necessary information to customers
 Provides quality service to customers
 Other duties and responsibilities

Universal Music Philippines- (Manila Philippines) (March 8, 2003-March 22,2004) –

Position: Strategic Marketing Manager

 Handles Strategic Department that concerns on new business for the company
 Handles international compilation releases
 Prepares monthly sales report
 Purchases orders from suppliers
 Handles Inventory of stocks
 Conceptualizes and implements marketing plans and strategies
 Handles events and promotions
 Handles local compilation
 Forecast Sales
 Handles DVD,VCD and SACD releases
 Handles product ordering from supplier abroad
 Handles strategic campaign for priority releases as well as retail/store campaign
 Handles Profit and loss report
 Coordinates with radio for promotions
 Checks on possible label for licensing

Al- Faisaliah- Sony Music Entertainment -MEGASTAR- Jeddah, Saudi Arabia (1991 to April
2001) – Position held was Label Coordinator / Label & Product Manager (Sony Entertainment;
V2 Records and Timbuktu Records) The following tasks were performed:
 Screens and evaluates all releases from the above-mentioned labels.
 Purchases and oversees CD and Cassettes stocks.
 Conceptualizes and implements Marketing plans
 Consumer Research
 Pricing of Products
 Media and Consumer Promotions
 Brand and Product designing and packaging
 Handles customers request and complaints (CUSTOMER SERVICE)
 Evaluates and monitors sales performance of products
 Coordinates with Licensors for the royalty and sales reports.
 Evaluates yearly and monthly sales performance.
 Product quality control of each releases before mass production and release in the
market.
Reviews Daily sales performance
 Conducts daily meeting with Salespeople
 Handles write ups of Album Reviews and Feature Stories given to newspapers
 Handled COMPANY’S Newsletter from 1995-1997
 Writes Product Presentations for Salesmen
Other Skills
Knowledgeable in using Microsoft Word, Excel and Powerpoint
Education
1985 - 1989 Pamantasan ng Lungsod ng Maynila (University of Manila) Manila, Philippines
 Bachelor of Science in Mass Communication.
1. STATE SCHOLAR
1981 - 1985 Esteban Abada High School Manila, Philippines
 High School.
1. Scored 96% on the National College Entrance
1971 – 19780 – Dr. Alejandro Albert Elementary School
 Elementary