Jezabel Centina

• Create comprehensive Onboarding and Offboarding audit documents for credit repair clients
• Generate credit audit documents for new leads, ensuring accuracy and completeness
• Review invoices and promptly send payment reminders to clients as needed
• Process refunds for leads identified by the Sales team that do not require appointments
• Manage email and calendar communications for clients scheduled for Offboarding
• Utilize Go High Level to effectively communicate with clients, ensuring a high level of customer satisfaction
• Assist external partners by providing necessary client information for seamless collaboration

• E Commerce company
• Evaluated call and email interactions of e-commerce virtual assistants
• Facilitated and led weekly QA calibration sessions attended by onshore stakeholders and synergy group
• Attended daily call meetings with the CEO and the management team
• Audited video coaching sessions and feedback forms of Team Leaders
• Re-structured QA Scorecards for Voice and Email Interactions
• Re-structured Call Center Reports and assisted in designing Power BI dashboards
• Was responsible for shortlisting and conducting final interviews of QA applicants
• Designed targeted QA audit forms, such as Refund and CSAT audit forms
• Onboarded and oversaw the daily performance and productivity of Quality Analysts
• Screened and did initial interviews for Quality Analyst and Team Lead applicants
• Provided feedback to Team Leaders and Managers with actionable data

• Iloilo
• Managed a team of 10 Quality Analysts, overseeing their daily activities, performance, and providing individual coaching and development
• Provided support to weekly and monthly KPI reports by offering in-depth analysis
• Attended bi-weekly reviews with Ops and the CEO
• Facilitated and led weekly QA calibration sessions attended by the client and synergy group
• Facilitated NPS calls, listening in for identified outliers
• Created AHT and Transfer audit forms
• Worked in partnership with Operations and Training in studying and analyzing trends, following through with the recommendations
• Screened and interviewed QA candidates

• Was Part of the pioneer team that launched the account in March 2017
• Managed the training function for a growing Flower account, overseeing a headcount of 70 FTE with 13 LOBs, which increased to 350 heads during the seasonal ramp
• Created and developed a New Hire training agenda
• Also, creation of training materials and activities
• Assessed training needs and developed initiatives geared towards maintaining Operations proficiency
• Conducted refreshers, new hire training and upskilling
• Worked closely with Client and launched new splits for the account
• Took on the role of Ramp Training POC, responsible for training logistics and planning
• Functioned as a Training Supervisor during three seasonal ramps within a year– responsible for developing and managing new trainers and ramp performance
• Assisted in interviewing agents both for regular and seasonal role

• Facilitated training sessions for New hires
• Also conducted upskilling trainings for Advanced Billing and Retention agents
• Collected feedback from trainees and conduct evaluations to continuously improve training effectiveness and relevance
• Monitored and assessed trainee performance during and after training, providing constructive feedback and support as needed
• Maintained accurate records of training sessions, attendance, and participant progress

• Developed and monitored calls from Advanced Technical Support representatives and Advanced Billing and Retention Specialists
• Evaluate audit findings on Customer Service Satisfaction Rating and handle time
• Prepared reports to communicate outcomes of quality activities
• Facilitated QA calibration and team huddles
• Function as Team Leader
• Managed New Hire agents with tenure of 0-3 months in the campaign in a Satellite TV provider
• Provides performance feedback and coaching on a regular basis to each team member
• Supervises, trains and develops a team of Customer Service agents in meeting productivity goals on a weekly basis during a 6-week transition period from classroom training to production environment Assist manager in administering performance reviews for development of the new hire
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required

Handled multiple call center lines specializing in advanced troubleshooting for a US based TV satellite service

• Handled multiple call center lines specializing in advanced troubleshooting for a US based TV satellite service, Assist customers with basic billing and technical satellite issues

• Assist customers in billing issues with the ability to build productive relationships, resolve complex issues and win customer loyalty

• Handled both sales and calls about existing orders for a Flower Account
• Specializes in back-office function of the account that handles customer emails and outbound calls to resolve customer complaints
• Acting Assistant Team Leader during lean seasons
• Adhoc Training Specialist during the Flower Ramp Season