Microsoft Office
Jaraine Weje Aguirre
Customer Solution Lead
City of Santa Rosa
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Customer Solutions Lead
PayPal
03.2024 - 10.2024
- Improved team performance and productivity by providing consistent guidance, mentorship, and professional development opportunities.
- Implemented robust data analytics tools to track project progress, enabling early identification of potential issues or bottlenecks.
- Delivered exceptional client service by prioritizing open communication channels, promptly addressing concerns or issues, and providing regular status updates throughout project lifecycles.
Front Line Manager
GENPACT
10.2023 - 03.2024
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Identified needs and provided training to clarify expectations of collections agents.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Accessed credit records to evaluate customer credit histories.
Operations Process Leader - 2 Months
Firstsource
08.2023 - 10.2023
- Observed safety practices and upheld standards.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Developed systems of organization and efficiency to increase production by Number%.
- Effectively coached team members to reach weekly and monthly sales goals.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
Operations Supervisor - 1 Yr & 5 Months
Valor Global, Inc.
11.2021 - 04.2023
- Manages and oversees team of 15 call center agents. Motivates and supports agents through feedback and communication. Measures increased KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' Supervisor calls if one can't handle workload.
Team Leader - 2yrs & 3 Months
Sykes Asia Inc. (Foundever)
07.2019 - 10.2021
- Call or contact centre team leader is responsible for overseeing performance of 15 Members of call or contact centre operators. Provide leadership, coaching and support to their team, and develop plans to achieve increased call or contact entre targets.
Technical Support Specialist - 7 Months
IBM
11.2018 - 06.2019
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to more than 30 support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided high-level technical support by resolving inquiries by phone, e-mail and chat with department and team service levels and goals.
- Documented support interactions for future reference.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Subject Matter Expert - 9 Months
iQor
08.2017 - 04.2018
- SME is in charge of collecting information, writing, and maintaining training materials and knowledge base support team of 15 will use as first source of information regarding product, service, or client.
- Sends Reports of increased or Decreased KPI's to Teams Team Leader.
Outbound Customer,Sales Representative - 9 Months
Telemarketing District Laguna
10.2016 - 07.2017
- Outbound customer service representative contacts over 100 customers who have made inquiries or have concerns related to their account, purchase experience, or product use. Follow scripts while talking with customers, process payments, and handle delinquent accounts.
Outbound Sales Representative - 1 Yr & 10 Months
Exclusive Calls
12.2014 - 10.2016
- Call Centre Sales Representative will be liaison between company and its current and potential customers. successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at 100% core of every decision and behavior performed.
Customer Service Representative - 1 Yr & 1 Month
Teletech
11.2013 - 12.2014
- Answered constant flow of customer 35-60 calls with minimal wait times.
- Offered advice and established assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Customer Service Representative - 5 Months
Convergys
06.2013 - 11.2013
- Manage & responded to 40-50 customer requests for products, services, and company information.
Education
Associate of Science - Hotel, Motel, And Restaurant Management
University of Perpetual Help System
Binan, Province Of Laguna, Philippines 06.2010 - 10.2012
Skills
Sales expertise
Data Entry & Collection
Collections Procedures
Call Management Systems
Payment Negotiation
Team Supervision
Collections
Call center experience
Performance improvements
Customer Support
Business Analysis
Innovation management
Software Implementation
Software
CRM
Timeline
Customer Solutions Lead
PayPal
03.2024 - 10.2024
Front Line Manager
GENPACT
10.2023 - 03.2024
Operations Process Leader - 2 Months
Firstsource
08.2023 - 10.2023
Operations Supervisor - 1 Yr & 5 Months
Valor Global, Inc.
11.2021 - 04.2023
Team Leader - 2yrs & 3 Months
Sykes Asia Inc. (Foundever)
07.2019 - 10.2021
Technical Support Specialist - 7 Months
IBM
11.2018 - 06.2019
Subject Matter Expert - 9 Months
iQor
08.2017 - 04.2018
Outbound Customer,Sales Representative - 9 Months
Telemarketing District Laguna
10.2016 - 07.2017
Outbound Sales Representative - 1 Yr & 10 Months
Exclusive Calls
12.2014 - 10.2016
Customer Service Representative - 1 Yr & 1 Month
Teletech
11.2013 - 12.2014
Customer Service Representative - 5 Months
Convergys
06.2013 - 11.2013
Associate of Science - Hotel, Motel, And Restaurant Management
University of Perpetual Help System
06.2010 - 10.2012