Jerard Lendl Q. Lanaban
Supervisor
Davao City
Summary
To secure a position that presents challenges and leverage the skills and past experiences in a manner that benefits both the employer and myself, fostering future growth and advancement opportunities. Demonstrating strong organizational skills, attention to detail, and a robust work ethic, excel in developing and maintaining documentation systems, managing calendars, and preparing reports. Additionally, possess expertise in project management principles, business processes, and customer service best practices.
Overview
13
13
years of professional experience
13
13
years of post-secondary education
Work History
Associate Account Coordinator
Open Influence
Davao City
2021.03 - Current
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering unified approach toward shared goals.
- Gathered and organized materials to support operations.
- Entered data, generated reports, and produced tracking documents.
Trainer
Teleperformance Davao
Davao City
2019.01 - 2021.03
- Develop schedule to assess training needs
- Consult with other trainers' managers
- Track and compile collected data
- Conceptualize training materials based on data and research
- Conduct upskill training for focus agents
- Provides support to focus agents and coach them
- Creating training materials and strategies
- Onboarding flex trainer on administrative task
- Conduct training through new materials
- Sending reports or administrative tasks on daily, weekly, and monthly basis
- Monitor and create progress reports in playbook and Kirkpatrick.
- Trained and mentored hundred new personnel hired to fulfill various roles
Flex Trainer
Teleperformance Davao
Davao City
2018.01 - 2019.01
- Develop schedule to assess training needs
- Conceptualize training materials based on data and research
- Conduct upskill training for focus agents.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
Technical Support Specialist, Health Care Advocate, and Trainer
Teleperformance Davao
Davao City
2015.01 - 2018.01
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Identified opportunities for process optimization within technical support department, leading to increased effectiveness and efficiency.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Agent
Sutherland Global Services
Davao City
2013.01 - 2015.01
- Answering customer calls professionally, addressing inquiries and complaints.
- Assisting customers with computer, residential gateway, internet connection, IP phone, home phone, television, and TV box troubleshooting.
- Providing customers with information about the organization's services and products.
- Identifying and escalating priority issues, including dispatching technicians to premises.
- Upselling products and services and directing customers to the appropriate department.
Technical Support Specialist and Sales Representative
Sutherland Global Services
Davao City
2011.01 - 2013.01
- Answering phones, chat, and emails from customers professionally and responding to inquiries and complaints
- Provides answers to questions from customers regarding the use and trouble-shoot of computers
- Providing customers with the organization’s service and product information
- Identifying, escalating priority issues, and reporting to the high-level department
- Upsell products, services, and place customer orders in the computer system.
Education
Computer Enginnering -
UNIVERSITY OF MINDANAO
Davao City, Davao del Sur 2004.01 - 2012.04
High School Diploma -
SOUTHPOINT SCHOOL (Highschool Dpt.)
Davao City, Davao del Sur 2000.01 - 2004.04
Skills
Problem analysis and problem-solving
Organizational skills and People Development
Adaptability and ability to work under pressure
Punctual and hardworking
Interpersonal Skills
Administrative Skills
Decision Making
Teamwork Skills
Leadership Skills
References
- Ellah Rose Atok, Co-Trainer, Teleperformance Davao, EllahRose.Atok@teleperformanceusa.com, +63 997 280 8695
- Isha Mae Cabanig, Supervisor, Teleperformance Davao, IshaMae.Cabanig@teleperformanceusa.com, +63 920 720 3366
- Joel Axalan, Team Leader, Awesome OS, iamjoelaxalan@gmail.com, +63 995 031 0483
Timeline
Associate Account Coordinator
Open Influence
2021.03 - Current
Trainer
Teleperformance Davao
2019.01 - 2021.03
Flex Trainer
Teleperformance Davao
2018.01 - 2019.01
Technical Support Specialist, Health Care Advocate, and Trainer
Teleperformance Davao
2015.01 - 2018.01
Agent
Sutherland Global Services
2013.01 - 2015.01
Technical Support Specialist and Sales Representative
Sutherland Global Services
2011.01 - 2013.01
Computer Enginnering -
UNIVERSITY OF MINDANAO
2004.01 - 2012.04
High School Diploma -
SOUTHPOINT SCHOOL (Highschool Dpt.)
2000.01 - 2004.04