JENNESA N. CERENIO
Barili
Summary
Secure a responsible career opportunity to full utilize my training and skills, while making a significant contribution to the success of the company.
Overview
10
10
years of professional experience
Work History
On-the-job trainee
CONVERGYS Corporation
Lahug Cebu City
Team Leader
Fusion Cx
7th Floor Robinsons Cybergate Cebu
03.2022 - Current
- Led team in daily operations, ensuring efficient workflow and task completion.
- Developed training materials to enhance team skills and performance consistency.
- Implemented process improvements, reducing operational delays and increasing productivity.
- Monitored team performance, providing constructive feedback to optimize output quality.
Technical Support Representative
TELETECH
Cebu City
11.2021 - 08.2022
- Taking inbound calls from the customers and answering their questions about the service.
- Helping customers in resetting and changing their password online.
- Helping customer processed and update their service.
- Troubleshoot the problem the customer is facing on their service such as tv, internet and phone service.
- Account: Verizon.
EPERFORMAX
Cebu City
03.2020 - 02.2021
- Assisting customers in changing their password and resetting the password online.
- Helping customers in escalating their case to another department if no update from the courier.
- Helping customers in tracking the location of their order.
- Answering customer’s questions regarding the update, promotions and campaigns.
- Helping customers in creating a ticket and provide it to them for reference. We also use the ticket number if an escalation is needed.
- Account: Shopee.
Customer Service Associate
ACCENTURE INC.
Cebu City, Philippines
08.2017 - 01.2020
- Taking inbound calls from the customer and from the technicians.
- Making outbound calls to customers to give them update of the repair made by the technicians.
- Troubleshoot the problem with their service via remote.
- Testing the circuit remotely, sending command via remote with the technician to validate the fix they made.
- We also help customers in creating a ticket of their trouble report and provide it to the customer as their reference.
- Account: Centurylink.
Sales Representative
TELEPERFORMANCE
Cebu City
05.2016 - 07.2017
- Helping customers in checking for available hotels
- Helping customers in booking a hotel room
- Helping customers in confirming the booking
- Helping customers in making and processing a payment
- Account: Expedia Hotels.
Education
Cebu Technological University
Barili, Cebu, Philippines01.2016
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Balao National High School
Balao, Barili, Cebu01.2012
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Balao Elementary School
Balao, Barili, Cebu01.2009
Skills
- Basic Computer Hardware Troubleshooting
- Microsoft Office (Word, Excel, PowerPoint, Publisher)
- Positive Attitude
- Willingness to help
- Active listening skills
- Improving Customer’s Experience
- Building Customer’s Loyalty
Timeline
Team Leader
Fusion Cx
03.2022 - Current
Technical Support Representative
TELETECH
11.2021 - 08.2022
EPERFORMAX
03.2020 - 02.2021
Customer Service Associate
ACCENTURE INC.
08.2017 - 01.2020
Sales Representative
TELEPERFORMANCE
05.2016 - 07.2017
On-the-job trainee
CONVERGYS Corporation
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Balao National High School
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Balao Elementary School
Cebu Technological University