Work History
Overview
Education
Skills
Summary
Work Preference
Certification
Generic
CER JOHN "CJ" DELIMA

CER JOHN "CJ" DELIMA

OPERATIONS TEAM LEADER
Cavite City,Cavite

Work History

Customer Service Operations Team Leader

MicroSourcing
Pasay City, Philippines
07.2021 - Current
  • Hailed as one of the 5% Finest Employee for Y2022 Microsourcing Finest Circle Of Excellence Award held at Okada Manila, Philippines
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory, and special orders.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and team productivity by promoting operational best practices.

Customer Service Team Leader

Teletech International Holdings
Aseana Complex, Pasay City, Philippines
07.2016 - 07.2021
  • Investigated and resolved customer inquiries and complaints quickly.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Trained new personnel regarding company operations, policies and services.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and provided backup support for organizational leadership.
  • Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
  • Analyzed and evaluated team performance metrics to identify areas of improvement.
  • Assisted in recruitment and selection of additional customer service staff to establish strong and competent team.
  • Developed relationships with clients to provide ongoing support and encouragement.

Quality Assurance Specialist

Teletech International Holdings
Aseana Complex, Pasay City, Philippines
11.2006 - 07.2016
  • Awarded as Teletech's Best Support Staff in 2008 held at Marriott Hotel, Manila Philippines.
  • Sent to Costa Rica with the party of 6 to launch account and performed T3 and trained support staff who will handle the account from May 2012 - August 2012.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Analyzed quality and performance data to support operational decision-making.
  • Promoted adherence to quality standards by educating personnel on quality control.
  • Monitored product standards and quality-control programs.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Monitored testing procedures and verified performance of tests according to established item specifications and protocol.

Customer Service Associate

Teletech International Holdings
Aseana Complex, Pasay City, Philippines
12.2005 - 11.2006
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Solved problems with products and services by providing customers with technical support.

Administrative Assistant

Manila International Airport Authority
Pasay City, Philippines
02.2000 - 12.2005
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Assisted development and implementation of new administrative procedures.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.

Overview

24
24
years of professional experience
4
4
years of post-secondary education

Education

Bachelor of Science - Foreign Service Major in InternationalTrade

Lyceum of The Philippines
Intramuros Manila, Philippines
06.1995 - 04.1998

Associate of Science - Nursing Aid

Saint Joseph College
Cavite City
06.1994 - 03.1995

Skills

  • Understanding Customer Needs
  • Microsoft Office
  • Customer Account Management
  • Administrative Support
  • Behavior Identification
  • Corrective Actions
  • Operational Efficiency
  • Customer Service Excellence
  • Customer Care
  • Confidentiality Requirements

Summary

Knowledgeable and dedicated customer service professional with extensive experience in BPO, Health Care 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.

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Company CultureWork-life balanceCareer advancementHealthcare benefitsWork from home optionStock Options / Equity / Profit Sharing

Certification

  • HIPAA Certified - 03-2023

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CER JOHN "CJ" DELIMAOPERATIONS TEAM LEADER