Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jeanette Anne Dongga-as

Baguio City

Summary

Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent team leader and mentor. Well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains and supports team member struggling to achieve overall team success. Hardworking and passionate job seeker with strong organizational skills eager to secure Virtual position. Ready to help team achieve company goals. Detail-oriented team player and able to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience

Work History

Team Leader

Concentrix + Webhelp Philippines
01.2021 - 01.2024
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Built strong relationships with team members through positive attitude and attentive response.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Generated reports detailing findings and recommendations.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • 2023 Quarter three Top Team Leader based from Client Performance Standards
  • 2023 Quarter four 100% team member retention

Coach

Concentrix + Webhelp Philippines
05.2020 - 12.2020
  • Provided feedback to agents to improve contact handling and increase drive to succeed.
  • Analyzed and evaluated team performance metrics to identify areas of improvement.
  • Developed and delivered effective and engaging coaching sessions to improve performance.

Subject Matter Expert

Concentrix + Webhelp Philippines
08.2019 - 04.2020
  • Improved production performance by providing product knowledge support.
  • Supported new members of the account in improving and sustaining performance through real time support for effective and efficient contact handling.
  • Supervisory call handling for complicated concerns and difficult customers.

Customer Service Representative

Concentrix + Webhelp Philippines
11.2018 - 07.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer contacts with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Customer Service Representative

Sitel Philippines
09.2016 - 11.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Bachelor of Science - Tourism And Travel Management

Saint Louis University
Baguio City, Philippines
05.2001 -

Skills

Work Planning

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Timeline

Team Leader

Concentrix + Webhelp Philippines
01.2021 - 01.2024

Coach

Concentrix + Webhelp Philippines
05.2020 - 12.2020

Subject Matter Expert

Concentrix + Webhelp Philippines
08.2019 - 04.2020

Customer Service Representative

Concentrix + Webhelp Philippines
11.2018 - 07.2019

Customer Service Representative

Sitel Philippines
09.2016 - 11.2017

Bachelor of Science - Tourism And Travel Management

Saint Louis University
05.2001 -
Jeanette Anne Dongga-as