Summary
Overview
Work History
Education
Skills
Timeline
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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

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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

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Jicelle P. Estobio