Edward Mina Narciso
Kuala Lumpur,14
Summary
I am driven to pursue a career that leverages my skills and fosters continuous growth. I thrive in a dynamic and successful work environment where I can consistently deliver tasks on time. I value working alongside competent, professional, and engaging colleagues. An ideal company culture aligns with my core values of hard work, respect, and integrity, while also offering opportunities for ongoing professional development.
Overview
15
15
years of professional experience
2006
2006
years of post-secondary education
Work History
Subject Matter Expert
Concentrix
09.2018 - Current
- Company Overview: Concentrix is a global provider of customer engagement services and technology
- Handling escalation calls: Providing support and resolution to complex customer inquiries from Australia and New Zealand
- Assisting inbound calls from diabetic patients and customers: Answering questions, providing information, and resolving issues for diabetic patients and customers within Australia and New Zealand
- Concentrix is a global provider of customer engagement services and technology
Lead Quality Analyst
Concentrix
01.2013 - 06.2018
- Company Overview: Concentrix is a global provider of customer engagement services and technology
- Trained and experienced in resolving customer complaints and promoting conflict resolution
- Provide coaching and feedback to the agent based on the account parameters and metrics
- Provide quality metric analysis on compliance scores such as CSAT, FCR and other agent quality performance
- Provide recommended intervention activities to address quality metric opportunities identified and prepare improvement plans
- Concentrix is a global provider of customer engagement services and technology
Customer Service Representative
IBM Daksh
01.2010 - 01.2013
- Company Overview: IBM Daksh is a business process outsourcing (BPO) subsidiary of IBM
- Main responsibility includes handling inbound calls for Healthcare Providers within US
- IBM Daksh is a business process outsourcing (BPO) subsidiary of IBM
Education
A.B - Political Science
Universidad de Manila
High School - undefined
Manila High School
High School - undefined
Manila Saint Francis School
Skills
Training and mentoring
Strategic thinking
Creative solutions
Strong analytical skills
Certification Statement
I hereby Certify that the above information given are true and correct as to the best of my knowledge.
Seminars Trainings Attended
- Advance Excel Training, Advance skill in using pivot tables, audit and analyze worksheet data, utilize data tools, collaborate with others, and create and manage macros.
- Yellow Belt – Lean Six Sigma / Kaizen Training, Have the needed skills in order to identify the possible root causes of a problem.
- Root Cause Analysis, Have the needed skills in order to identify the possible root causes of a problem.
- Coach to lead, Helps teams collaborate on an action plan with accountability.
Timeline
Subject Matter Expert
Concentrix
09.2018 - Current
Lead Quality Analyst
Concentrix
01.2013 - 06.2018
Customer Service Representative
IBM Daksh
01.2010 - 01.2013
High School - undefined
Manila High School
High School - undefined
Manila Saint Francis School
A.B - Political Science
Universidad de Manila
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