JEDDELYN BANAG
Caloocan,City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of post-secondary education
11
11
years of professional experience
Work History
Customer Service Representative
Accenture Inc
Quezon City, Philippines
06.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Quality Analyst
EGS-Alorica|Araneta Center Cubao
Quezon City
08.2016 - 04.2018
- Monitor recorded calls and chats to identify areas of opportunities to maintain quality standards within management processes and systems
- Coach agents in providing feedback how to improve sales performance and customer experience.
- Used Excel to create presentations, flowcharts and graphs to prepare for various meetings.
- Performed root cause analysis through calibration.
Sales Associate
EGS-Alorica|Araneta Center Cubao
Quezon City
06.2013 - 08.2016
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Contributes to team effort by accomplishing related results as needed.
Cashier
CDO Foodstore|Visayas Quezon City| OIC
12.2009 - 08.2012
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Operated cash register to record all transactions accurately and efficiently.
- Assisted customers by answering questions and fulfilling requests.
Sales Lady
Mart One Mall
Santiago City, Isabela, Philippines
01.2007 - 01.2009
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Identified client needs, built relationships and overcame objections to drive sales.
Education
Bachelor of Science - Computer Science
Systems Technology Institute
Quezon City 06.2004 - 04.2006
Kalayaan National High School
06.2003 - 04.2004
University of La Salette, Inc, Seventh Day Adventist Elementary School
Santiago City, Isabela 06.2000 - 04.2003
Seventh Day Adventist Elementary School
Santiago City, Isabela 06.1995 - 04.2000
Skills
Active listener who readily responds positively to customer issues
Accomplishments
- Top customer service representative with highest customer satisfaction survey - Accenture Cubao
- Top Quality Assurance Associate YTD 2017 – Alorica Cubao
- Top Quality Assurance Associate Q2 2017 – Alorica Cubao
- Top Sales Agent January 2016 – EGS Cubao
- Employee of the month April 2008 – Mart One, Isabela
Timeline
Customer Service Representative
Accenture Inc
06.2019 - Current
Quality Analyst
EGS-Alorica|Araneta Center Cubao
08.2016 - 04.2018
Sales Associate
EGS-Alorica|Araneta Center Cubao
06.2013 - 08.2016
Cashier
CDO Foodstore|Visayas Quezon City| OIC
12.2009 - 08.2012
Sales Lady
Mart One Mall
01.2007 - 01.2009
Bachelor of Science - Computer Science
Systems Technology Institute
06.2004 - 04.2006
Kalayaan National High School
06.2003 - 04.2004
University of La Salette, Inc, Seventh Day Adventist Elementary School
06.2000 - 04.2003
Seventh Day Adventist Elementary School
06.1995 - 04.2000