Summary
Overview
Work History
Education
Skills
Tools & Apps
Certification
Work Availability
Software
Work Preference
Languages
Timeline
Generic
AILEEN JUGO

AILEEN JUGO

Virtual Assistant
Santander

Summary

Experienced Customer Service Specialist and Team Leader with 16 years in the BPO industry, including 8 years leading high-performing teams. Skilled in customer support, problem-solving, and team development to drive efficiency and enhance client satisfaction. Goal is to improve customer engagement, streamline processes, and boost team productivity for your organization.

Overview

17
17
years of professional experience
4
4
Certifications

Work History

Customer Service

Teleperformance Philippines
02.2010 - 04.2016
  • Responded to customer inquiries via phone, email, and chat, providing accurate information on products, services, and policies.
  • Resolved complaints, processed orders, refunds, and exchanges, and handled billing and account updates efficiently.
  • De-escalated frustrated customers with calm, solution-focused communication to maintain satisfaction and loyalty.
  • Collaborated with other departments to resolve complex issues and ensure accurate customer records.
  • Promoted products through upselling and cross-selling, while adhering to QA standards, company policies, and industry regulations.
  • Exceeded sales goals through exceptional customer service and product knowledge.
  • Provided exceptional customer service through timely deliveries and professional communication.
  • Provided exceptional customer service by promptly resolving issues and complaints.


Account Specialist

Etelecare
08.2007 - 02.2010


  • Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
  • Resolved complex billing and payment issues for balanced, accurate accounts.
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Developed customized financial solutions for clients, addressing their unique needs and concerns.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Reconciled customer accounts and identified discrepancies for further investigation.
  • Tailored communication strategies to match client preferences, enhancing engagement and information clarity.

Team Leader

Teleperformance Philippines
04.2016 - 09.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.

Education

Bachelor of Science - Computer Science

University of San Jose-Recoletos
Cebu City, Province Of Cebu, Philippines
04.2001 -

Skills

Strong verbal and written communication

Tools & Apps

  • Zendesk
  • Gorgias
  • Salesforce
  • Hub Staff
  • Zoom
  • MS Teams
  • Go High Level
  • BotCake
  • Trello
  • Outlook
  • Aircall

Certification

General Virtual Assistant Course

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Microsoft Office (Word, Excel)

Google Workspace

Google Chrome

Mozilla Firefox

Microsoft Edge

Canva

Zoom

Microsoft Teams

WhatsApp

Slack

Facebook

Gmail

Youtube

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

Remote

Important To Me

Work-life balanceCompany CulturePersonal development programsPaid sick leaveHealthcare benefitsWork from home optionPaid time offCareer advancement

Languages

English
Advanced (C1)

Timeline

Facebook Ads

05-2025

Chatbot Automation

05-2025

General Virtual Assistant Course

06-2022

Virtual Executive Assistant Course

06-2022

Team Leader

Teleperformance Philippines
04.2016 - 09.2024

Customer Service

Teleperformance Philippines
02.2010 - 04.2016

Account Specialist

Etelecare
08.2007 - 02.2010

Bachelor of Science - Computer Science

University of San Jose-Recoletos
04.2001 -

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