Jicelle P. Estobio
Purok 34, Amakan, Cabantian
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Ready to help team achieve company goals.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Sales and Customer Service Representative
IQor Philippines
Davao City
11.2011 - 02.2012
- Provided professional services and support in a dynamic work environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members in fast-paced environments..
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
Technical Support Expert
Concentrix
Davao City
01.2017 - 01.2018
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
Senior Technical Support Expert
Concentrix
Davao City
01.2018 - 08.2018
- Provided support to the agents with their calls.
- Took supervisor's call for some issues that Level 1 agents can't handle.
- Double-checked the replacement processed by level 1 agents.
- Coordinated with Level 2 supports and Team Leaders for some complex issues.
- Done coaching and interventions to improve the agent's skills and performance.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
Order Placer
CNM Global Solutions
Davao City
08.2018 - 05.2020
- Placed the customer's order by calling the merchants.
- Ensured that all orders are placed accurately and efficiently.
- Communicated with the customers if some items are not available in the restaurant and provided alternatives.
- Coordinated with the rider to make sure that the order will be delivered on time.
- Provided customer service support through email and chat platformss if customers do have complaints.
Virtual Assistant
Home And Lighting
Davao City
06.2020 - 09.2020
- Conferred with customers by telephone, or email to provide information.
- Provided information with the customer's pre-sale inquiries and assisted them in placing their orders.
- Monitored tracking/ shipping.
- Updated the customer's file on the system.
- Assisted customers with refund requests.
- Completed forms, reports, logs and records to quickly handle all documentation for the supervisor.
Customer Service Representative
Conectys
Davao
09.2020 - 10.2021
- Answered customers via phone, email and chat.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
Team Leader (Temporary Role)
Conectys
Davao City
10.2021 - 02.2022
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Quality Assurance Analyst
Conectys
Davao City
04.2022 - 09.2023
- Fixed identified issues to increase productivity and boost workflows.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Mentored and coached team members on QA topics and strategies.
- Reported progress, test metrics and results to project stakeholders.
Operations Trainer
Conectys
Davao City
06.2023 - 09.2023
- Trained and mentored new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Provided coaching and mentoring to employees.
- Created and oversaw training programs for operations.
- Conducted assessments to identify gaps in performance and develop targeted learning solutions.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
Education
Elementary Education - Elementary Education
A.O. Floirendo Elementary School
Panabo City, Davao Del Norte 03.2004 - 06.2005
High School Diploma -
A.O. Floirendo National High School
Panabo City, Davao Del Norte 06.2008 - 03.2009
Basic Computer Training - Advanced Computer Learning
ABA Technical Institute
06.2009 - 10.2009
Associate of Science - Information Technology
AMA Computer College
Davao City 06.2009 - 10.2011
Skills
Customer service and care
Sales and service-oriented
Staff education and training
Complaint resolution
Verbal and Written Communication
Problem-Solving
Quality Improvement
Data analysis
Documentation skills
Analytical and Critical Thinking
Teamwork
Willingness To Learn
Time Management Skills
Timeline
Operations Trainer
Conectys
06.2023 - 09.2023
Quality Assurance Analyst
Conectys
04.2022 - 09.2023
Team Leader (Temporary Role)
Conectys
10.2021 - 02.2022
Customer Service Representative
Conectys
09.2020 - 10.2021
Virtual Assistant
Home And Lighting
06.2020 - 09.2020
Order Placer
CNM Global Solutions
08.2018 - 05.2020
Senior Technical Support Expert
Concentrix
01.2018 - 08.2018
Technical Support Expert
Concentrix
01.2017 - 01.2018
Sales and Customer Service Representative
IQor Philippines
11.2011 - 02.2012
Basic Computer Training - Advanced Computer Learning
ABA Technical Institute
06.2009 - 10.2009
Associate of Science - Information Technology
AMA Computer College
06.2009 - 10.2011
High School Diploma -
A.O. Floirendo National High School
06.2008 - 03.2009
Elementary Education - Elementary Education
A.O. Floirendo Elementary School
03.2004 - 06.2005