Alnina Jayme
BS Psychology Graduate
Alegria,Surigao Del Norte
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO and Government industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Social Welfare Officer 1
Local Government Unit - Alegria
Alegria, Surigao del Norte
03.2013 - Current
- Offered friendly and efficient service to all clients, handled challenging situations with ease.
- Prepare office communications to other offices and institutions.
- Conduct an Information Education Campaign on topics relevant to the needs of various sectors in the community.
- Focal Person of Social Pension Program for the Senior Citizens;
conduct interviews to identify senior citizens who may qualify for the program, prepare and submit quarterly reports to the regional office and facilitate a monthly meeting of the Senior Citizens federated officers. - Facilitate in-take interviews to walk-in clients from various sectors of the community.
- Maintain operational efficiency through following proper office
protocols - Perform general clerical tasks and administrative responsibilities as
needed - Respond to all inquiries and requests in a timely manner
- Participated in team-building activities to enhance working relationships.
Customer Service Representative
ePerformax Contact Center and BPO
Lahug, Cebu City, Cebu
06.2011 - 04.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered an average of 96 chats per day from unsatisfied customers related to their accounts, delays in shipment, order mistakes, and buyer-seller disputes.
- Resolved over 20 customer complaints per week via emails when
there is a high volume of emails from customers. - Won-Top Agent of the Quarter for consistently achieving a
Satisfactory - Very Satisfactory rating from customers for 3
consecutive months.
Human Resource Recruiter
Gothong Southern Shipping Lines, Inc.
Mandaue City, Cebu
09.2010 - 03.2011
- Maintained thorough understanding and knowledge of hiring practices, recruitment strategies and staffing industry trends.
- Recruited talented, diverse and qualified candidates for employment.
- Conducted candidate interviews and performed background checks and verification.
- Facilitated interview and hiring discussions with interviewers and hiring managers and maintained reports and performance metrics to generate outcomes.
- Maintain operational efficiency through following proper office
protocols - Perform general clerical tasks and administrative responsibilities as
needed - Facilitate Aptitude and IQ Tests and conduct an initial interview with walk-in applicants.
- Communicate to applicants who passed the initial screening and set a schedule for a final interview with the Manager.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Education
Bachelor of Science - Psychology
Mindanao State University - Main Campus
Marawi City, Lanao Del Sur 10.2003 - 04.2008
Skills
Windows 10
Social understanding
Child welfare management
Social history intake procedures
Event Planning and Organizing
Complaint resolution
Good listening skills
Administrative support
Certificates
Certificate of Completion - Virtual Assistant Training
Certificate of Attendance - Ready to Rebuild: Disaster Rehabilitation and Recovery Training Program
Certificate of Completion - Marriage Orientation and Counseling Training
Timeline
Social Welfare Officer 1
Local Government Unit - Alegria
03.2013 - Current
Customer Service Representative
ePerformax Contact Center and BPO
06.2011 - 04.2012
Human Resource Recruiter
Gothong Southern Shipping Lines, Inc.
09.2010 - 03.2011
Bachelor of Science - Psychology
Mindanao State University - Main Campus
10.2003 - 04.2008