Results-driven Assistant Manager with extensive experience in customer service and team leadership. Skilled in performance management, client relationship building, and strategic planning, with a proven record of meeting KPIs and driving operational efficiency. Adept at training development, onboarding coordination, and event organization, fostering a collaborative and productive work environment. Recognized for streamlining processes, enhancing team performance, and delivering exceptional customer experiences.
Hi, I’m
Jenny Quilestino Magallanes
Cebu City,Province of Cebu
Summary
Overview
25
years of professional experience
Work History
Optum Global Solutions
Assistant Manager
10.2022 - 03.2026
Job overview
- Assisted in coordination with 25 agents.
- Conducted monthly reviews with clients.
- Ensured all KPIs were met consistently.
- Oversaw onboarding processes for new hires.
- Facilitated training sessions.
- Managed procurement for events.
- Handled ticketing responsibilities.
- Supported Medicaid and Medicare customers across 8 states.
- Performed case management tasks.
WorldRemit
Team Manager
01.2019 - 04.2022
Job overview
- Supported monitoring of key performance indicators for team of 18 representatives.
- Assisted in identifying challenges affecting team performance.
- Helped with managerial duties to support team objectives.
Accenture
Customer Service Representative
01.2018 - 03.2019
Job overview
- Oversaw customer support operations through calls and emails to ensure prompt resolution of issues.
- Ensured compliance with processes and quality guidelines to maintain high standards.
- Achieved performance targets while adhering to company policies and procedures.
Cognizant
Customer Service Representative
05.2017 - 10.2017
Job overview
- Assisted customers via phone calls to resolve inquiries.
- Followed established processes and quality standards.
- Met key performance indicators and adhered to company policies.
Telstra (Teletech)
Customer Service Representative
12.2016 - 04.2017
Job overview
- Assisted customers via calls to provide solutions.
- Followed processes and quality standards.
- Met KPIs and adhered to company policies.
Convergys
Customer Service Representative
07.2013 - 12.2016
Job overview
- Processed sales transactions and addressed customer billing inquiries effectively.
- Assisted clients in understanding billing processes and resolving queries promptly.
- Followed established procedures and quality standards diligently.
Qualfon
Customer Service Representative
07.2010 - 07.2013
Job overview
- Processed sales transactions and provided assistance with billing inquiries.
- Followed established procedures and quality standards.
- Adhered to KPIs and company policies.
- Handled escalation calls for customers requesting managerial support.
Live2Sell
Customer Service Representative
12.2009 - 06.2010
Job overview
- Process sales and assist customers with their billing queries
- Ensure to follow the process and quality flow
- Ensure to meet KPI’s and company rules and regulations
Pages Holdings Inc
Franchise Supervisor
03.2004 - 09.2009
Job overview
- Trained new employees on company procedures and product details.
- Conducted monthly audits of inventory and product availability.
- Assisted with marketing strategies and sales support initiatives.
Jollibee
Store Marketing Assistant
09.2001 - 08.2003
Job overview
- Trained new employees on company protocols and product details.
- Assisted with marketing and sales support initiatives.
- Coordinated company events and social gatherings.
- Conducted telemarketing efforts to promote sales.
Education
CIT UniversityPhilippines
Bachelor of Science and Business Administration from Marketing Management
03.2017
University Overview
Skills
- Leadership and team management
- Staff mentoring and supervision
- Customer service and relationship management
- Client engagement and case management
- Performance monitoring and KPI analysis
- Process improvement techniques
- Training and development
- Employee onboarding and facilitation
- Project management and resource procurement
- Budget planning and event coordination
- Communication skills and business acumen
Awards
Awards
- Highest NPS, Telstra powered by Teletech
- Best in Andon Cord, Convergys
- Best in Quality of Excellence, Qualfon
- Best in Customer Service, Thirsty Fresh Juices&Shakes
- Best in Attendance, Moon Café
- Best in Darling Smile, Jollibee
References
References
Joanne Ken Mayol
Manager
Optum Global Solutions
+639983544264
Gianella De Leon
Deputy Manager
Optum Global Solutions
+639611273511
Timeline
Assistant Manager
Optum Global Solutions
10.2022 - 03.2026
Team Manager
WorldRemit
01.2019 - 04.2022
Customer Service Representative
Accenture
01.2018 - 03.2019
Customer Service Representative
Cognizant
05.2017 - 10.2017
Customer Service Representative
Telstra (Teletech)
12.2016 - 04.2017
Customer Service Representative
Convergys
07.2013 - 12.2016
Customer Service Representative
Qualfon
07.2010 - 07.2013
Customer Service Representative
Live2Sell
12.2009 - 06.2010
Franchise Supervisor
Pages Holdings Inc
03.2004 - 09.2009
Store Marketing Assistant
Jollibee
09.2001 - 08.2003
CIT University
Bachelor of Science and Business Administration from Marketing Management