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Irene Janne Contreras
Customer Service Representative
Cagayan de Oro, Province of Misamis Oriental,MSR
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
6
6
years of professional experience
1
1
Certification
1
1
Language
Work History
Flex Trainer
Teleperformance
05.2023 - Current
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Customer Service Representative
Teleperformance
12.2021 - 04.2023
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Representative
Quantrics Enterprises
12.2020 - 08.2021
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
Fraud Prevention Specialist
Sitel
06.2018 - 06.2020
- Reviewed and updated policies regularly to ensure compliance with industry standards and regulatory requirements related to fraud prevention.
- Collaborated with cross-functional teams to implement effective anti-fraud measures across the organization.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Leveraged advanced data analysis techniques to identify patterns in financial transactions, leading to the early detection of potentially fraudulent activities.
Customer Service Representative
IBEX Global
05.2018 - 06.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Bulua National High School
Bulua, Cagayan De Oro City 04.2001 -
No Degree - Special Program in The Arts
Lapasan National High School
Cagayan De Oro, Province Of Misamis Oriental, Philippines 04.2001 -
Skills
Student Engagement
Subject matter expertise
Training Needs Analysis
Training material updates
Feedback Delivery
Learning Styles
Role Playing
Accomplishments
- Supervised team of 25 maximum members.
- Achieved Top Trainer of the Month with above the average NPS achieved and deliverables passed before time.
- Customer Service Representative- Earned highest marks for customer satisfaction.
- Documented and resolved customer's issue which led to 100% NPS with 16 survey count.
Certification
Lean Six Sigma White Belt Certification, Teleperformance
Interests
Cooking
Music
Timeline
Lean Six Sigma White Belt Certification, Teleperformance
01-2024
Flex Trainer
Teleperformance
05.2023 - Current
Customer Service Representative
Teleperformance
12.2021 - 04.2023
Technical Support Representative
Quantrics Enterprises
12.2020 - 08.2021
Fraud Prevention Specialist
Sitel
06.2018 - 06.2020
Customer Service Representative
IBEX Global
05.2018 - 06.2018
High School Diploma -
Bulua National High School
04.2001 -
No Degree - Special Program in The Arts
Lapasan National High School
04.2001 -