Jelyn Maycacayan
Binangonan
Summary
Proven leader with a track record of enhancing team performance and client satisfaction at TDCX. Skilled in coaching and mentoring, with a keen eye for process improvement. Achieved significant improvements in operational efficiency and customer loyalty through expert conflict resolution and relationship building.
Overview
11
11
years of professional experience
Work History
Team Lead
TDCX
09.2020 - 12.2024
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Assisting clients on advertising needs such as marketing strategies, building up and creating business accounts. Helping them with connecting their shops and business to E-commerce and other third party platforms.
- Providing technical supports, assisting with billing questions and providing recommendations on how to increase and track their sales.
Client Account Manager
Acquire
11.2019 - 07.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed comprehensive reports on account performance, presenting results to senior management during regular meetings.
- Leveraged data-driven insights to optimize account performance and identify trends over time.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Customer Care Professional
HGS
04.2018 - 10.2019
- Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
- Developed strong relationships with clients through consistent follow-up, ensuring their ongoing satisfaction and loyalty to the brand.
- Contributed to process improvement initiatives within the department, identifying opportunities for increased efficiency or enhanced service delivery methods.
- Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
- Provided excellent support to customers, addressing all their concerns with services, billing and disputes and guiding them through resolution steps.
Technical Support
Convergys
01.2016 - 02.2018
- Streamlined technical support processes for improved user satisfaction and faster
- Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
- Boosted operational readiness by providing technical support for in-flight refueling operations.
- Provided technical support to clients, addressing their concerns promptly and effectively.
- Provided comprehensive technical support to end-users, effectively resolving hardware and software issues.
- Provided expert customer service and technical support to clients.
- Enhanced customer satisfaction by providing timely and effective technical support for inbound inquiries.
Back Office Representative
Sitel
12.2015 - 12.2016
- Streamlined office processes for improved workflow and increased productivity.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Delivered exceptional service by promptly responding to phone calls and emails from clients and staff members.
- Assisting clients on pre-order request for latest mobile phones
Customer Service Representative
WNS
07.2013 - 11.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information. Assisting them on their product request, billing questions and processing payments.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor Of Science In Civil Engineering - Engineering
Rizal Technological University
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Process improvement
- Employee evaluation
- Relationship building
Timeline
Team Lead
TDCX
09.2020 - 12.2024
Client Account Manager
Acquire
11.2019 - 07.2020
Customer Care Professional
HGS
04.2018 - 10.2019
Technical Support
Convergys
01.2016 - 02.2018
Back Office Representative
Sitel
12.2015 - 12.2016
Customer Service Representative
WNS
07.2013 - 11.2015
Bachelor Of Science In Civil Engineering - Engineering
Rizal Technological University
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