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
Remote
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
(Remote)
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
Remote
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
Pasay, Metro Manila, Philippines
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
Pasay, Metro Manila, Philippines
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
Pasay, Metro Manila, Philippines
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
Pasay, Metro Manila, Philippines
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.
Pasig, Metro Manila, Philippines
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