Jennifer Dulay
Bangar,BEN
Summary
I am a driven and dedicated individual with a strong commitment to success. I am known for my reliability, responsibility, and ease of collaboration. My core values include a strong work ethic, perseverance, and unwavering integrity.
Overview
16
16
years of professional experience
Work History
Patient Coordinator Team Leader
MyBCAT
02.2024 - Current
- Manage a team of 10-15 Patient coordinators with 7-10 campaigns.
- Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
Customer Service Representative - Order Taking
PlanetArt
10.2023 - 12.2024
- Process orders, returns, replacements, and refunds through various channels ( Chat, Email, and Phone ).
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Social Media Manager
Mivik Management
02.2024 - 05.2024
- Increased customer engagement through social media.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
Matchmaker
MyCheekyDate (Remote)
09.2022 - 09.2023
- Profile Creation - assist clients in crafting appealing dating profiles, including writing bios, selecting photos, and offering online presentation advice
- Matchmaking - leverage expertise and intuition to pinpoint potential matches, considering factors like personality, interests, and compatibility
- Date Arrangement - coordinate dates between clients and potential matches, considering logistics, interests, and availability
- Feedback and Coaching - Post-date, collect feedback from clients and offer coaching to enhance future interaction
- Networking - build and maintain a network of potential matches, including individuals, events, and online platforms.
Inside Sales Representative
SIRC (Remote)
05.2022 - 10.2022
- Email support, Bidding, Request quotes from vendors and manufacturers, Build and Submit an estimate
Team Leader / Coach
Sitel
01.2021 - 04.2022
- Motivate, coach direct reports on their performance on a regular basis to ensure performance metric are achieved and guide team members by providing creative idea and ways how to carry out respective task upholding the company values
- Identify Performance-related issues, develop an action plan for improvement, and implement corrective action
- Collaborate with the training team to ensure compliance with the transition process
- Handle and manage the transition / nesting phase of agents after training.
Transition Team Leader
Convergys/Concentrix
04.2020 - 01.2021
- Collaborate with the training team to ensure compliance with the transition process
- Coach and create a developmental plan for the transition advocate (SME)
- Handle and manage the transition / nesting phase of agents after training
- Helps in reviewing and correcting overall daily financial of the program.
Assistance Queue Specialist Team Leader
Convergys/Concentrix
06.2019 - 04.2020
- Handled AQS Support group responsible for helping tier 1 agents Coach and create a developmental plan for AQS ( SME )
- Managing daily support ratio to ensure effectiveness and efficiency in providing quality support for tier 1 agents
- Handled Project 3D.
Team Leader
Convergys/Concentrix
09.2016 - 06.2019
- Motivate, and coach direct reports on their performance on a regular basis to ensure performance metrics are achieved and guide team members by providing creative ideas and ways to carry out respective tasks upholding the company values
- Identify Performance issues, develop an action plan for improvement, and implement corrective action
- Take Escalation calls and Retain customers.
Transition Consultant / SME
Convergys/Concentrix
06.2014 - 09.2016
- Develop a strategy the nesting agents will use to reach its goal
- Subject Matter Expert
- Provides real-time support and feedback
- Take escalation calls.
Senior Customer Service Specialist
Convergys/Concentrix
08.2010 - 06.2014
- Customer service specialists answer customer questions and take care of customer complaints, with the goal of ensuring a positive customer experience
- Billing inquiries
- Technical Support
- Upsell and Cross-sell products.
Customer Service Specialist
Sitel
10.2009 - 08.2010
- Specialist for a financial account
- Handles Customer concerns and inquiries about payments, finance charges, and fraud transactions.
Kitchen / Service Crew
Jollibee Foods Corporation
11.2008 - 05.2009
- Responsible in preparing food and production of food/pasta
- Serve and assist customer.
Education
Bachelor of Science in Nursing -
University of the Cordilleras
10.2008
Baguio City National High School
04.2006
Skills
- Customer Service
- Team Management
- Social Media Manager
- Results Driven
- Drive Engagement
- Matchmaking
- Schedule Management
- Administrative Support
- Attention to Detail
Accomplishments
- Top Team Leader | Concentrix
- Top Team Leader for Q3 (2018) | Concentrix
- Top Support Team Leader YTD (2020) | Concentrix
Timeline
Patient Coordinator Team Leader
MyBCAT
02.2024 - Current
Social Media Manager
Mivik Management
02.2024 - 05.2024
Customer Service Representative - Order Taking
PlanetArt
10.2023 - 12.2024
Matchmaker
MyCheekyDate (Remote)
09.2022 - 09.2023
Inside Sales Representative
SIRC (Remote)
05.2022 - 10.2022
Team Leader / Coach
Sitel
01.2021 - 04.2022
Transition Team Leader
Convergys/Concentrix
04.2020 - 01.2021
Assistance Queue Specialist Team Leader
Convergys/Concentrix
06.2019 - 04.2020
Team Leader
Convergys/Concentrix
09.2016 - 06.2019
Transition Consultant / SME
Convergys/Concentrix
06.2014 - 09.2016
Senior Customer Service Specialist
Convergys/Concentrix
08.2010 - 06.2014
Customer Service Specialist
Sitel
10.2009 - 08.2010
Kitchen / Service Crew
Jollibee Foods Corporation
11.2008 - 05.2009
Bachelor of Science in Nursing -
University of the Cordilleras
Baguio City National High School