Janne Chlarisse V. Gonzales
Manila
Summary
Experienced in collaborating with diverse teams to meet needs, improve processes, and exceed requirements. Seasoned professional who thrives in team environments. Diligent work ethic and strong communication skills. Excels at prioritizing tasks and ensuring efficient completion.
Overview
8
8
years of professional experience
Work History
Lead Business Analyst
Everise Philippines
05.2023 - Current
- The Lead - Business Analyst is responsible for submitting, tracking, and following through on onboarding and system access requests for one or more assigned programs
- The analyst serves as the primary contact and liaison between our internal teams and the client onboarding team to ensure all templates, rosters, and access requests are submitted promptly and tracked accordingly
- Works closely with all internal teams to ensure access issues are addressed timely and accurately and escalated appropriately both internally and with the client when access is delayed
Quality Assurance Specialist
Everise Philippines
09.2021 - 05.2023
- The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise
- The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates
Quality Assurance Associate
Everise Philippines
05.2021 - 09.2021
- Ensured quality assurance processes were followed to ensure maximum product quality
- Developed a comprehensive quality assurance program that ensured all deliverables met the highest standards of quality
Operations Supervisor
Everise
12.2020 - 05.2021
- The Team Leader - Operations is responsible for the daily supervision and management of a team of associates
- The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client
Subject Matter Expert
Everise
09.2020 - 12.2020
- Provided superior customer service to internal and external customers by phone and email, consistently striving for first-call resolution
- Assisted customers with issue resolution, successfully preventing production stoppage
- Coordinated with third parties nationwide ensuring customer expectations were maintained concerning delivery times and orders
- Partnered with internal departments to research and resolve customer issues promptly
Customer Service Representative
Everise
11.2019 - 09.2020
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Developed customer service scripts to ensure consistent customer service across all customer service channels
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
Technical Sales Representative
Telus International
04.2019 - 11.2019
- Furnished customers with exemplary service, helping build lasting, lucrative partnerships.
- Collaborated with customers and asked questions to assess needs and budgets.
- Attended local and national trade shows to discover new products and services for addition to company's current offerings.
- Generated and executed sales plans in existing customer base to meet profit increase goals.
Healthcare Customer Service Representative
Convergys
09.2018 - 03.2019
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Inbound Sales Representative
Qualfon
03.2018 - 09.2018
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Performed work in compliance with established regulations, policies and standard operating procedures.
- Documented details of calls and customer interactions.
- Supported sales department in handling new subscriber orders, account inquiries and assigned tasks.
Hotel Reservation Specialist
Alorica
11.2017 - 03.2018
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Coordinated with vendors for repair and maintenance of hotel.
Service Crew Member
McDonald's Restaurant
09.2016 - 03.2017
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Kept customers and crew areas organized.
- Operated cash register to ring up final bill and process various forms of payment.
- Stocked shelves to organize aisles in assigned department.
Education
Bachelor of Science - Financial Management
Adamson University
Manila, Philippines09.2022
Bachelor of Science - Nursing
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Philippines05.2016
Skills
- Data analysis
- Business process improvement
- Microsoft Office Suite
- Customer needs assessment
- CSS
- Full-stack development
- Programming languages
- Project management
Personal Information
- Date of Birth: 08/04/97
- Nationality: Filipino
Languages
English
Spanish
Japanese
German
Tagalog
Shortcourses
- Full stack Data Analysis – Excel Helpline Online
- Full stack Web Development – Uplift Code Camp
- German Language – Lyceum
- Japanese Language Proficiency - Yuusho Language School
- Spanish Language Proficiency - Hola Amigos & You Say Hola
- 120 hours TEFL (TESOL) Advanced Diploma, One Education
- IELTS, Cambridge Academy
Timeline
Lead Business Analyst
Everise Philippines
05.2023 - Current
Quality Assurance Specialist
Everise Philippines
09.2021 - 05.2023
Quality Assurance Associate
Everise Philippines
05.2021 - 09.2021
Operations Supervisor
Everise
12.2020 - 05.2021
Subject Matter Expert
Everise
09.2020 - 12.2020
Customer Service Representative
Everise
11.2019 - 09.2020
Technical Sales Representative
Telus International
04.2019 - 11.2019
Healthcare Customer Service Representative
Convergys
09.2018 - 03.2019
Inbound Sales Representative
Qualfon
03.2018 - 09.2018
Hotel Reservation Specialist
Alorica
11.2017 - 03.2018
Service Crew Member
McDonald's Restaurant
09.2016 - 03.2017
Bachelor of Science - Financial Management
Adamson University
Bachelor of Science - Nursing
Pamantasan Ng Lungsod Ng Maynila
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