Microsoft Office
Hi, I’m
Jaraine Weje Aguirre
Front Line Manager
City of Santa Rosa,Calabarzon
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
11
years of professional experience
Work History
GENPACTMuntinlupa
Front Line Manager
10.2023 - Current
Job overview
- 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.
FirstsourceTaguig
Operations Process Leader
08.2023 - 10.2023
Job overview
- 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.
Valor Global, Inc.Biñan, Laguna
Operations Supervisor - 1 Yr & 5 Months
11.2021 - 04.2023
Job overview
- 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.
Sykes Asia Inc. (Foundever)Alabang,Muntinlupa
Team Leader - 2yrs & 3 Months
07.2019 - 10.2021
Job overview
- 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.
IBMNuvali,Santa Rosa
Technical Support Specialist - 7 Months
11.2018 - 06.2019
Job overview
- 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
iQorSanta Rosa, Laguna
Subject Matter Expert - 9 Months
08.2017 - 04.2018
Job overview
- 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.
Telemarketing District LagunaSanta Rosa, Laguna
Outbound Customer,Sales Representative - 9 Months
10.2016 - 07.2017
Job overview
- 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.
Exclusive CallsSanta Rosa, Laguna
Outbound Sales Representative - 1 Yr & 10 Months
12.2014 - 10.2016
Job overview
- 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.
TeletechSANTA ROSA
Customer Service Representative - 1 Yr & 1 Month
11.2013 - 12.2014
Job overview
- 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.
ConvergysNuvali, Santa Rosa
Customer Service Representative - 5 Months
06.2013 - 11.2013
Job overview
- Manage & responded to 40-50 customer requests for products, services, and company information.
Education
University of Perpetual Help SystemBiñan,Laguna
Associate of Science from Hotel, Motel, And Restaurant Management
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
Software
CRM
Timeline
Front Line Manager
GENPACT
10.2023 - Current
Operations Process Leader
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
University of Perpetual Help System
Associate of Science from Hotel, Motel, And Restaurant Management
06.2010 - 10.2012