Jane Atanoso
Carmona
Summary
Experienced development professional with a demonstrated ability to foster growth and advance skills. Adept at creating tailored development plans, delivering coaching for improvement, and implementing effective training methods. Known for a strong emphasis on team collaboration, adaptability to evolving needs, and consistently achieving measurable outcomes. Skilled in communication, leadership, and motivational techniques that drive team success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Strategic Account Executive
Interprefy AG
11.2023 - 04.2025
- Identify opportunities for upselling, cross-selling, and expanding business within existing accounts.
- Ensure all invoices are tracked within the strategic account management team.
- Develop and execute strategies to generate leads, increase revenue within existing accounts, and identify new business opportunities.
- Established strong relationships with key clients by providing personalized solutions and exceptional service.
- Aligned internal resources to effectively support client needs and ensure timely issue resolution.
- Managed existing strategic accounts and identified new business opportunities to achieve revenue objectives.
- Managed adding approximately 70 new contact leads from the B2B sales platform.
Customer Service Representative
Soul Ceramics
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company websites and placing online orders, improving the overall user experience.
- Responded to customer requests for products, upsells, and company information.
- Managed to take an inbound call, chats, and emails with customers simultaneously.
Customer Service Representative
Lawnstarter
07.2022 - 10.2022
- Assisted customers who have queries with their accounts related to reschedules, cancellations, and/or adding/removing services for their lawn mowing services
- Assisted providers on customer concerns
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Performance Development Coach
Eperformax Contact Center and BPO
06.2021 - 04.2022
- Responsible for the attendance, adherence, and productivity of the team as required by the client
- Developed strong relationships with team members, establishing trust as a go-to resource for career guidance and support.
- Empowered the team members to take ownership of their own professional growth, providing tools and resources needed for success.
- Assisted trainers in class preparations and trainings
- Addressed performance gaps by creating targeted action plans and providing ongoing coaching to improve skills over time.
- Provided constructive feedback during coaching sessions, encouraging continuous improvement and personal growth.
Learning Assistant
Eperformax Contact Center and BPO
07.2020 - 06.2021
- Filed, organized and archived training materials to support future training sessions.
- Improved trainee retention by providing regular feedback on performance and offering additional support when needed.
- Supported trainers in preparing and delivering high-quality presentations, ensuring clear communication of learning objectives.
- Assisted in the design of practical assessments that accurately measured trainee understanding and competence in core skills areas.
- Liaised with trainers and participants to provide logistical and technical support before, during and after learning course.
- Enhanced trainee performance by developing engaging and interactive training materials.
Performance Analyst
Eperformax Contact Center and BPO
08.2019 - 07.2020
- Listened and audited calls to ensure agents are calibrated with the required processes.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Customer Service Representative
Eperformax Contact Center and BPO
09.2018 - 07.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Knoll Ridges and Consultancy, Inc.
09.2017 - 01.2018
- Answered queries regarding billing concerns and performed troubleshooting steps for network and device problems, phone activation, payments, and disputes
- Upsell devices, plans, and services that customers may want to add to their current postpaid plans
- Assisted customers who had problems with their drones, performed troubleshooting steps and processed orders
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Undergraduate - Environmental Science
Caraga State University - Main Campus
Butuan City, PhilippinesSkills
- Coaching
- Sales & Business Development
- Leadership
- Customer service
- Account management
- Sales strategy
- Technical troubleshooting
- Performance improvement
- Critical thinking
- Call management
- Administrative support
- Customer relationship management (CRM)
- Research
Certification
Top Agent
Achiever's Award
A-List (Quarterly Perfect Attendance)
Timeline
Strategic Account Executive
Interprefy AG
11.2023 - 04.2025
Customer Service Representative
Soul Ceramics
07.2023 - Current
Customer Service Representative
Lawnstarter
07.2022 - 10.2022
Performance Development Coach
Eperformax Contact Center and BPO
06.2021 - 04.2022
Learning Assistant
Eperformax Contact Center and BPO
07.2020 - 06.2021
Performance Analyst
Eperformax Contact Center and BPO
08.2019 - 07.2020
Customer Service Representative
Eperformax Contact Center and BPO
09.2018 - 07.2019
Customer Service Representative
Knoll Ridges and Consultancy, Inc.
09.2017 - 01.2018
Undergraduate - Environmental Science
Caraga State University - Main Campus
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