Jo-Ann Fredeluces Ferrer
Baguio City
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Registration and Pricing Specialist
Avant Communications
Chicago
08.2023 - 02.2026
- Register opportunity and follow-up with the vendor
- Communicated pricing changes effectively across departments and stakeholders.
- Developed pricing models to support product launches and promotions.
Coaching Administrative Assistant
GymLaunch
LAs Vegas
05.2024 - 05.2025
- Email clients statistics and post meeting information
• Extract Statistics to prepare slide decks for upcoming coaching calls
• Call reminders in teams
• Be on call for what trainings to be sent out to clients
• Message those not on call and schedule them for appointment
• Managing the Group
• Messaging clients for data submissions into our repository
• Properly updating CRM when clients miss their meeting
• Properly updating CRM when clients miss tracking data
• Schedule Appointment
Resident Manager/Property Management
VIZA Property Management
Linden
03.2023 - 03.2024
- Correspondence-Provide assistance to Tenant, Contractor, Client and Executive
• Task Management-provide support via email text and calls.
Record Keeping- responsible for maintaining company records in complete and orderly
manner and according to the organization's filling system.
•
Bookkeepers oversee a company's financial data and compliance by maintaining accurate
books on accounts payable and receivable, payroll, and daily financial entries and
reconciliations. They perform daily accounting tasks such as monthly financial reporting,
general ledger entries, and record payments and adjustments
•
Email management – handling and organising email messages. This can include tasks such
as sorting and labelling messages, creating folders to store messages, and deleting
unwanted messages.
•
Calendar management - creating and maintaining a schedule. Whether it is phone calls,
scheduling a meeting, or any other important tasks.
Operations Manager Track Trainee
Sitel Philippines Incorporated
07.2021 - 01.2022
- Established a better transition process for agents from Learning to Operations.
- Helped company to lower down attrition and increase retention.
- Helped corporate operations for the purpose of achieving objectives, increasing productivity, and maximizing profitability.
- Oversees the entire production timeline of a service or product from the input stage to the finished stage.
- Helped in planning, organizing, and supervising operations, manufacturing and production processes, and service delivery to produce the desired outcome of a high-quality product or service that satisfies customer demands.
Supervisor/Team Leader/Coach
Sitel Philippines Incorporated
02.2019 - 07.2021
- Enforced discipline both on and off-field to lead team with highest personal standards.
- Taught players how to run specific game plays in order to build cohesive, structured team.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
- Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition.
- Trained and mentored new coaches on fundamentals of coaching to apply best practices and strategies.
- Analyzed and evaluated team performance metrics to identify areas of improvement.
Quality Analyst
Sitel Philippines Incorporated
07.2012 - 02.2019
- Created and achieved product quality objectives and met product specifications.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Fixed identified issues to increase productivity and boost workflows.
- Mentored and coached team members on QA topics and strategies.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Fixed identified issues to improve workflows.
- Examined events in application log management and monitoring tool to identify root causes for failures.
- Participated in requirements and used case reviews.
Mentor/Escalation
Sitel Philippines Incorporated
07.2011 - 07.2012
- Maintained strict confidentiality in all situations unless abuse, neglect, or threats identified.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Developed and led special events that increased decision making, problem-solving and good judgment.
- Monitored behaviour and reported any incidents to appropriate personnel.
- Assisted mentees in developing self-confidence and positive self-image.
Customer Service Associate
Sitel Philippines Incorporated
07.2007 - 07.2011
- Handled different Line of Business: Financial Account, Fraud analyst, Dispute, Lost Stolen Department, and Retail Support.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Education
Bachelor in Arts - Communication
Saint Louis University
Baguio City04.2007
Skills
- Strong verbal and written communication skills
- Time management skills
- Fair and consistent judgments and decisions
- Ability to handle multiple tasks
- Problem-solving skills
- Ability to adhere to organizational policies and procedures
- Ability to work with diverse backgrounds
- Computer operation
- AVAYA phone
- Builduim
- ASANA
- Slack
- Kustomer
- Salesforce
- Zendesk
- Quality assurance
- Team leadership
- Time management
Websites
Languages
- Filipino
- English
- Filipino
Personal Information
- Age: 41
- Date of Birth: 06/05/84
- Marital Status: Single
- Place of Birth: Pangasinan
Timeline
Coaching Administrative Assistant
GymLaunch
05.2024 - 05.2025
Registration and Pricing Specialist
Avant Communications
08.2023 - 02.2026
Resident Manager/Property Management
VIZA Property Management
03.2023 - 03.2024
Operations Manager Track Trainee
Sitel Philippines Incorporated
07.2021 - 01.2022
Supervisor/Team Leader/Coach
Sitel Philippines Incorporated
02.2019 - 07.2021
Quality Analyst
Sitel Philippines Incorporated
07.2012 - 02.2019
Mentor/Escalation
Sitel Philippines Incorporated
07.2011 - 07.2012
Customer Service Associate
Sitel Philippines Incorporated
07.2007 - 07.2011
Bachelor in Arts - Communication
Saint Louis University