Jan Kristia Santos Elagio
Customer Service
Imus, Cavite
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
Clearsource BPO
08.2022 - Current
- Managing the day-to-day activities of the team
- Handling escalations of team members
- Motivating the team to achieve organizational goals
- Delegating tasks to team members
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Conducting weekly performance reviews
- Contributing to the growth of the company through a successful team
- Creating a pleasant working environment that inspires the team
Senior Project Coordinator – Customer Success Specialist
Clearsource BPO
04.2021 - 08.2022
- Monitoring project performance and ensuring that the project is completed according to the agreed upon schedule guidelines
- Scheduling installation and scope of work, and tracking progress daily
- Managing relationships with subcontractors and clients throughout the life of the project
- Reviewing engineering plans and coordinating with inspections during construction to ensure project movement
- Communicating regularly with clients on project status and providing updates on any changes to the timeline or plan
Customer Care Specialist (Healthcare Account)
Conduent Philippines Inc
07.2018 - 03.2021
- Provide medical benefits to customers
- Assess the customer's needs and translation into solutions
- Coordinate with customers to resolve any billing inquiries
- Act as the first point of contact for customers seeking help with health service or member responsibilities issues.
Human Resource and Admin Assistant
Magnum Air (Skyjet) Airlines Inc
06.2017 - 06.2018
- Supports human resources processes by administering tests, scheduling appointments, conducting orientation, maintaining records and information
- Welcomes new employees to the organization by conducting orientation
- Provides payroll information by collecting time and attendance records
- Submits employee data reports by assembling, preparing, and analyzing data
- Maintains employee information by updating employment and status-change data
- Organizes work.
Education
BSBM - Human Resources Development Management
Cavite State University
08.2013 - 05.2017
Skills
Employee Evaluation
Daily workflow improvement
Interpersonal Communication
Self-Motivated
Dependable and Responsible
Client Service
Written Communication
Accomplishments
- Achieved task goals by completing projects with accuracy and efficiency.
- Supervised team of 10-20 agents.
- Documented and resolved agents opportunities which led to positive client experience.
Character References
- Available Upon Request
Timeline
Team Leader
Clearsource BPO
08.2022 - Current
Senior Project Coordinator – Customer Success Specialist
Clearsource BPO
04.2021 - 08.2022
Customer Care Specialist (Healthcare Account)
Conduent Philippines Inc
07.2018 - 03.2021
Human Resource and Admin Assistant
Magnum Air (Skyjet) Airlines Inc
06.2017 - 06.2018
BSBM - Human Resources Development Management
Cavite State University
08.2013 - 05.2017