Jedia Mae Balatero
Team Manager
Cabanatuan City
Summary
Team Leader with great interpersonal skills, experienced in directing activities of workgroups and individual. Develops strategies, provides training, sets goals, action plans, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed both as a team and individually. Leads with integrity, self-awareness, courage, respect, empathy, and gratitude.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Team Manager
Microsourcing Philippines
Pasay City
08.2022 - 03.2023
- Evaluated employee performance on weekly and monthly basis.
- Coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Handled escalated calls and assisted consultants with customer queries and technical issues.
- Monitored call queues, service level, answer rate and open/pending tickets.
- Monitor call handling, insurance, and quality via live call listening and regular call and email evaluations.
- Provide Quality Assurance evaluations on a bi-weekly basis.
Team Leader/Quality Analyst
Digital Conversions Media
09.2018 - 08.2022
- Handle and assist Sales Team and Client Servicing Team
- Conduct regular software audits, performance audits, and quality test processes
- Handle team metrics and quality standards
- Make recommendations for better, error-free contents
- Review website contents to refine user experience
- Handle client and customer queries related to affiliate marketing, online booking, gift cards and coupon sites
- Assist clients with affiliate marketing procedures
- Help marketing team in promoting brands and companies.
ESL Teacher
51 Talk Philippines
- Help students acquire fluency in English, both spoken and written
- Teach English classes across multiple levels/ages
- Harnessed multi-tasking skills, from taking down student observation and recommendations to conducting various topics (formal, casual and business)
- Fully trained and certified to teach young level students.
Technical Support Representative/Quality Assurance Specialist
Concentrix Philippines, Google
- Call monitoring and providing actionable insight for agents
- Coach agents on quality policies and procedures
- Receive calls for internet issues, browser, apps, mobile concerns etc.
Customer Service Representative
Eperformax Philippines, eBay
- Got up-skilled from Mediation to Escalations Team
- Re up-skilled from Escalations Team to Appeals
- Got awarded as Top-agent
Customer Service Representative/Sales Representative
Teleperformance Philippine-Caesars Entertainment
- Responsible for handling hotel and restaurant reservations
- Upselling Credit Card
- Answering all customer queries regarding Caesars Hotel & Casinos
- Was appointed to do Floor-walk support to newly up-skilled agents for Las Vegas Hotels and was also able to take escalated calls
- Was up-skilled and had been part of the Elite group (7 stars)
- Had been ranked top one for 2 consecutive quarters for the entire account
- Had been recommended by Supervisors and other superiors to be part of the training team
- Was able to top conversions for consecutive quarters
Education
Bachelor of Science - Nursing
Liceo De Cagayan University
Cagayan De Oro, Philippines 06.2007 - 03.2011
BS - Accountancy
Phinma Araullo University
01.2021 - Current
Skills
Test Methods and Review
Evaluations and Grading System
Individual and Group Discussions
Risk and Fraud Analysis and Management
Strategic Planning
Employee Relations and Conflict Resolution
Sales Background
Staff Management
Data Analysis
Report Generation
Technical Support Expertise
Quality Assurance Support
Order Management
Data Analysis
Computer literacy
English Language Proficiency
Microsoft Office Usage
Google Workspace
Written Communication
Multitasking Abilities
Appointment Setting
Chat Support
Email Support
Phone Service (Inbound/Outbound)
Escalations
Disputes, Claims, Chargeback
Affiliate Marketing
Social Media Moderation
Creatives
Zendesk, Gorgias, Shopify, Jira, etc
Conduct Meetings and Trainings
Timeline
Team Manager
Microsourcing Philippines
08.2022 - 03.2023
BS - Accountancy
Phinma Araullo University
01.2021 - Current
Team Leader/Quality Analyst
Digital Conversions Media
09.2018 - 08.2022
Bachelor of Science - Nursing
Liceo De Cagayan University
06.2007 - 03.2011
ESL Teacher
51 Talk Philippines
Technical Support Representative/Quality Assurance Specialist
Concentrix Philippines, Google
Customer Service Representative
Eperformax Philippines, eBay
Customer Service Representative/Sales Representative
Teleperformance Philippine-Caesars Entertainment