Jethrex Asia
Team Coach
25 Eireene Street, Liamzon Subdivision, Sta Lucia, Pasig City
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
11
11
years of professional experience
Work History
Team Coach
Sitel Group
Pasig City
12.2019 - Current
- Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations.
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Team Leader
FIS Global Solutions
Pasig City
12.2015 - 11.2019
- Mentored and guided employees to foster proper completion of assigned duties.
- Implemented new working processes to deliver multiple improvements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Customer Service Representative
VXI Global Solutions
Makati City
05.2014 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Processed customer adjustments to maintain financial accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Customer Service Representative
Teletech
Santa Rosa City
10.2013 - 05.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
Collections Representative
Convergys
Santa Rosa City
01.2013 - 10.2013
- Resolved challenging situations with friendly but firm strategies.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
Customer Service Representative
NCO Group
Quezon City
08.2007 - 10.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Processed customer adjustments to maintain financial accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
AB Psychology - Psychology
Southern Bicol Colleges
Masbate CitySkills
Key performance indicators
Account management
Sales expertise
Performance improvement
Teambuilding
Interpersonal Communication
Technical Support
Employee Evaluation
Timeline
Team Coach
Sitel Group
12.2019 - Current
Team Leader
FIS Global Solutions
12.2015 - 11.2019
Customer Service Representative
VXI Global Solutions
05.2014 - 12.2015
Customer Service Representative
Teletech
10.2013 - 05.2014
Collections Representative
Convergys
01.2013 - 10.2013
Customer Service Representative
NCO Group
08.2007 - 10.2008
AB Psychology - Psychology
Southern Bicol Colleges