About

Hello. My name is Maria Victoria Pusong. Since my name is too long, you can simply call me, Vikki. I’m a gal born and raised in a little city called Makati. I’m in the process of finishing my degree in Biochemistry from the University of the Philippines Manila. I like to describe myself as “a foodie, bookworm, audiophile, and econnoisseur rolled into one.”

Skills

40 WPM – that’s how fast I could type. But aside from typing, I’m also skilled at different computer applications:

Freelancing

I started my freelance work in June 2008 and my very first client is Maria Duron, a personal branding coach based in Texas. I met her online through oDesk. Though I’ve started just recently, I’ve discovered my passion for writing during high school. I remember writing an essay (a homework, actually) and my teacher asked me to read it in front of the class. I was very surprised to see mixed emotions (laughter and some tears, too) from my classmates while I was reading my work. It was an awesome experience and I’ve decided, I will practice some more in the hopes that I will be able to bring out different emotions from my readers.

Aside from being a writer, I also do some data analysis work as well as PowerPoint presentations whenever I have the time.

Work

I currently work as a Business Analyst for Convergys Philippines’ Talent Management team. As compared to your typical Business Systems Analyst, my tasks are a mix of statistics and database management. Prior to becoming an analyst, I was part of the exciting world of call center operations.  Here are some of the jobs I held in the past:

Team Leader
(Convergys Philippines, December 2006 – March 2008)

  • Directed a mixed group of Tier 1 and Tier 2 customer service representatives who provided billing, account verification, and technical support to customers of one of the biggest search engines in the web today
  • Handled the transition training of newly-hired agents for the Billing LOB (line of business)
  • Analyzed team and individual statistics to support performance coaching
  • Managed Service Levels of both calls and tickets through first call resolution and ensuring that all tickets are processed within 24 hours after receipt
  • Performed value-added research and analysis for the clients to enhance customer experience and retention
  • Cascaded job aids within 24 hours after receipt; conducted focus group discussions and gave assessments to ensure agents’ understanding of the job aids and to identify gaps

Customer Care Representative
(Convergys Philippines, August 2005 – July 2006)

Customer Service Associate
(Advanced Contact Solutions, January 2005 – April 2005)

Continuing Education

Now you must be wondering why there’s a gap in my work experience. In July – November 2006, I became a part of Convergys Philippines’ seventh batch of trainees for the Management Development Program (MDP). Jumping from an agent to a supervisor role is not an easy task and MDP has helped me prepare for the Team Leader job. Aside from taking the MDP, I also had the opportunity to learn the following through a combination of computer-based and instructor-led trainings:

  • Project Management (ECCI Training Services)
  • ISO Documentation (9001) and Records Management (ECCI Training Services)
  • Generational Diversity Workshop
  • Root Cause Analysis – 5 Whys Techniques
  • Continuous Improvement (similar to Six Sigma)
  • Integrating Competencies Into Performance Dialogue
  • Attendance Management and Performance Process
  • NICE Systems Training

Contact Me

If you have any questions, want to discuss any writing gigs, or if you simply want a copy of my résumé, you may reach me at mail [at] vikkipusong.com.