Jerl Penaflor
Taguig City
Summary
Experienced and dependable Customer Care Manager bringing 10+ years of quality performance in customer support supervisory roles. Committed to delivering excellent care and service through positive communication. Hardworking and conscientious for reliable team support. Customer-focused, successfully contributing to company profits by improving team efficiency and productivity.
Overview
11
11
years of professional experience
Work History
Customer Care Manager
Trafilea
02.2018 - Current
- Develop an in‑depth understanding of our customers' happiness and concerns
- Develop new insights, opportunities and actions for continuous improvement of processes, responses and guidelines for both humans and bots
- On time and efficient follow up to ensure actions defined are executed
- Share achievements, blockers and learnings effectively with proper communication to the rest of the company
- Manage and organize communication of goals and initiatives to meet the company's objectives
- Develop project plans, strategies, detailed timelines with dependencies and milestones, resource forecasts, and status reports
- Maintain a good grasp on project scopes, needs and results in order to effectively make decisions and lead the team involved in a reliable and efficient way
- Serve as the main point of contact representing Customer Care for Social Media and Shapermint Club, including FB Groups, contests and engagements
- Effective collaboration cross‑functionally with Marketing and Research Team
- Develop an in‑depth understanding marketing strategies for CX
- Develop new insights, opportunities and actions for continuous improvement of processes, responses and guidelines across all areas, in collaboration with other managers and leaders
- Facilitate meetings (internal, squads and tacticals) and working sessions with the cross functional teams setting the right expectations, outcomes and ensuring effectiveness and clear action items.
Loyalty Supervisor
Balsam Brands
09.2017 - 02.2018
- Managed and oversee a team of 15
- Achieved service time and quality targets.
- Effectively managed individual and team KPI through coaching and providing feedback
- Managed the queue and ensure that emails are resolved in a timely manner or within the SLA
- Attended calibration meetings and help identify opportunities for improvement
- Handled escalation emails.
BPO Trainer - Learning Services Specialist
Telus International
03.2014 - 07.2017
- Directly supervises new hire trainees and delivers corrective action, if required
- Directly supervises new hire trainees from Foundations Training all the way through
- Product Specific Training
- Co‑facilitates/ facilitates training for call center employees using effective training methods and techniques
- Monitors, evaluates and reports on progress of trainees to appropriate management
- Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position changes forms)
- Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/ team leaders
- Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct
- Sets up and maintains training facilities and materials.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Subject Matter Expert/Tier 2 Specialist
Telus International Philippines
05.2013 - 03.2014
- Prepares and submits final training report to appropriate management
- Interacts with clients, managers and directors on specific tasks, projects, and assignments (e.g., launching different LOBs and Train‑the‑Trainers courses)
- Attends Train‑the‑Trainer calls, classes, or workshops when required
- Attends Quality‑Operations, Workforce and Training meetings
- Stays current on all program changes and techniques
- Makes recommendations on curriculum and content for Learning Management
- Systems/learning Content management Systems (LMS/LCMS)
- Prepares, develops and conducts personal one‑on‑one training and development plans for agents
- Prepares, plans, develops and implements projects targeting Bottom Quartile Agents
- Attends QA calibration sessions, TTT and similar touch point meetings to become updated with the latest concerns and issues in the department and in the program
- Supported front‑liners on product knowledge queries
- Monitored real‑time WFM tools to maintain optimal business productivity and reliability
- Handled escalation calls
- Performed other functions as assigned by management.
Education
Bicol Regional science High School
BS - Geothermal Engineering
Bicol University College of Engineering
Skills
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Timeline
Customer Care Manager
Trafilea
02.2018 - Current
Loyalty Supervisor
Balsam Brands
09.2017 - 02.2018
BPO Trainer - Learning Services Specialist
Telus International
03.2014 - 07.2017
Subject Matter Expert/Tier 2 Specialist
Telus International Philippines
05.2013 - 03.2014
Bicol Regional science High School
BS - Geothermal Engineering
Bicol University College of Engineering
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