IENNEL JEN SINATO
Bacolod City
Summary
Highly motivated and results-driven professional with a proven track record of inspiring and leading teams to deliver exceptional service. Extensive knowledge in call center technologies, quality assurance, and performance metrics. Committed to driving continuous improvement and ensuring a positive customer experience. Seeking an opportunity to bring expertise in team management and customer service excellence to a dynamic organization where significant contributions can be made.
Overview
4
4
years of professional experience
Work History
Readiness Ambassador
01.2025 - Current
- Clearly and concisely convey important details about the upcoming event or change to relevant stakeholders such as representatives and leaders
- Respond promptly and effectively to any questions or concerns raised by stakeholders
- Deliver or support training sessions to equip stakeholders with the necessary knowledge and skills to successfully navigate the change or event
- Track the progress of the readiness activities and identify any potential roadblocks
- Offer ongoing support and guidance to stakeholders as they adapt to the new situation or implement new processes
- Regularly assess the level of readiness across different stakeholder groups
Trainer, Frontline Leadership and Development
Teleperformance
07.2024 - 12.2024
- Create and facilitate leadership development workshops, seminars and coaching sessions for frontline leaders and evaluate frontline leaders' strengths, weaknesses and development needs
- Provide one-on-one guidance and support to frontline leaders, assess training effectiveness and provide feedback
- Ensures Coach & OM huddle facilitation meets expectations by providing appreciative and constructive feedback from real-time observation
- Maintain content delivery calibration with all support groups to ensure consistent quality of training towards the program
- Monitor coaching effectiveness, maintain coaching records and leaders’ data and ensure regulatory adherence and compliance
Operations Supervisor
Teleperformance
08.2023 - 08.2024
- Admin Task for client meeting on checking performance, extract data for the performance of rep
- Using Microsoft office
- Monitoring key performance indicators (KPIs) for the team, setting and communicating performance goals and implementing strategies to achieve and exceed performance targets
- Familiarity with call center software and technology
- With the ability to troubleshoot technical issues and provide support, utilizing data and analytics tools to assess team performance
- Tailored coaching sessions to address specific needs and understand the strengths and weaknesses of each agent
- Provide personalized feedback to help agents grow in their roles
- Implemented strategies designed to increase customer satisfaction ratings through effective communication techniques
- Investigated deficiencies and problems, recommending changes to drive improvements
SME
Teleperformance
12.2022 - 08.2023
- Served as a positive role model to new hires requiring guidance
- Provided guidance and support to trainees, helping them develop their skills in training
- Educated new hires on the proper use of the organization's products and systems
- Provided real-time support and guidance to the trainees during their phone time in nesting phase in training
Technical Support – Tier III
Teleperformance
01.2021 - 12.2022
- Identifying and resolving technical issues reported by customers or internal users
- This may involve diagnosing problems, analyzing system logs, and using various tools to troubleshoot issues
- Assisting customers with product or service-related inquiries, providing guidance on how to use software or hardware, and addressing customer concerns or complaints
- Providing technical assistance and troubleshooting remotely using tools like remote desktop software, chat support, email support, or phone support
- Escalating complex technical issues to higher-level support teams or developers for resolution, and following up on escalated tickets to ensure timely resolution
- Staying updated with the latest technologies, product updates, and industry trends to provide effective and efficient support to users
- Collaborating with cross-functional teams such as developers, engineers, and product managers to communicate customer feedback, suggest improvements, and contribute to product development efforts
Customer Service Representative
Teleperformance
09.2021 - 01.2022
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Addressed customers courteously using suitable methods and problem-solving skills
- Displayed strong organizational skills while managing multiple tasks simultaneously
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
Education
Bachelor of Science (B.S.) - Agribusiness
Xavier University
01.2018
Skills
- Power Bi
- Travel Management
- Team leadership
- Performance Management
- Data Entry
- Canva
- Email Management / Admin Support
- Microsoft office / Google Suites / Power point
- Excel / Pivot
- Customer engagement
- Product knowledge
- Team management
Personal Information
Date of Birth: 02/12/2025
Timeline
Readiness Ambassador
01.2025 - Current
Trainer, Frontline Leadership and Development
Teleperformance
07.2024 - 12.2024
Operations Supervisor
Teleperformance
08.2023 - 08.2024
SME
Teleperformance
12.2022 - 08.2023
Customer Service Representative
Teleperformance
09.2021 - 01.2022
Technical Support – Tier III
Teleperformance
01.2021 - 12.2022
Bachelor of Science (B.S.) - Agribusiness
Xavier University
Similar Profiles
Maria UrsMaria Urs
Career Break for Child Care at NACareer Break for Child Care at NA
Anna KrutekAnna Krutek
Dolce Violin Ensemble at NADolce Violin Ensemble at NA
Megan SaucedoMegan Saucedo
Planned Career Break at NAPlanned Career Break at NA