Jocelyn De Vera
Mandaluyong City
Summary
Accomplished customer experience professional with a successful history in operations management. Leads teams of customer service-focused individuals to enhance customer ratings, minimize complaints and increase revenue. Known for driving process improvements and promoting teamwork to achieve significant outcomes. Reliable, adaptable and skilled in conflict resolution.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Operations Manager
Iconnect Convergence, Inc.
Quezon City, Metro Manila
12.2015 - 11.2024
- Oversaw the day-to-day operations of the Center both Voice and Non-Voice.
- Worked closely with the client to manage customers, process improvements and ensure service alignment with the company's standards.
- Handled problematic customers and maintained excellent customer service.
- Assigned as Rockwell Land Concierge, handled all queries, complaints and maintained good relationships with the customers.
- Prepared weekly, monthly, year-to-date KPI reports for submission to the Director.
- Conducted regular performance reviews, identifying areas for improvement and developing actions plans with the Team Managers.
- Collaborated with the client for the Focus Group Discussion to study, analyze customer behaviors and address issues.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs due to unnecessary ticket creation.
- Engaged and successfully established a 100% remote work setup for the entire team.
- Involved in smooth collaboration within Operations during the transition from voice to non-voice channels.
- Empowered Team Managers to take ownership of their responsibilities leading to heightened accountability and improved performance results.
- Led the integration of service advisories into IVR, the website and the mobile app to effectively manage call and chat traffic for enhanced customer satisfaction.
- Carried out Customer Signature Experience Training and instilled employees with a customer-focused mindset.
- Established strong relationships with vendors, leading to a seamless proof-of-concept (PoC) study, enhanced pricing and improved service quality.
Customer Care Manager
SKYCable Corporation
Pasig, Metro Manila
08.2008 - 11.2015
- Monitored daily operations to ensure customer satisfaction and employee productivity.
- Analyzed performance metrics, identified areas of improvement and implemented necessary changes.
- Handled escalated customer issues with professionalism at all times.
- Performed regular performance evaluations for continuous improvement and employee growth opportunities.
- Led and introduced Concierge Project, a personalized account management which strengthen the relationship between the customer and assigned concierge. The first in the history of the company and the only one of its kind in the industry resulted in customer satisfaction and loyalty.
- The established Concierge Team received the Lopez Achievement Award (among all Lopez-affiliated companies) and the SKY Star Award in the out-of-the-box category. The entry highlighted how the SKY personal concierge delivers the Gospel of Wow at Saya to its subscribers.
- Established a Tier 2 Team to provide a second level of customer support for prompt resolution of broadband technical issues and to reduce truck rollout costs.
- Designed a Single-Screen View System for agents that facilitated easier access to customer account history across all channels and improved handling time.
- Collaborated with cross-functional team to establish the customer segmentation for the analysis of customer management.
- Engaged in incorporating Technical Self-help Guides into the website and IVR to manage call volume.
- Directed and implemented the service advisory notifications through SMS, email and box blasts to ensure customers are well-informed, eliminating the need to contact our center.
Customer Care Supervisor
SKYCable Corporation
San Juan, Metro Manila, Philippines
03.2007 - 07.2008
- Managed a customer service team from backend operations providing training, cascading, documentation of Business Processes and Service Level Agreements, and Methods and Procedures enhancement.
- Developed and implemented a comprehensive customer service training materials to expedite the onboarding process for new employees.
- Recognized as the Best Offline Supervisor for the year 2008.
Support Group Analyst
SKYCable Corporation
San Juan, Metro Manila, Philippines
09.2005 - 02.2007
- Worked together with various departmental teams to address and resolve customer issues for process improvements and customer satisfaction.
- Engaged in documenting existing business processes in accordance with the International Organization for Standardization (ISO) formats.
- Recognized as Best Support Group Analyst and Top Backend Agent for the year 2006.
Customer Care Associate
SKYCable Corporation
San Juan, Metro Manila, Philippines
12.2004 - 08.2005
- Trained and developed new hires in company processes, product knowledge, billing system, customer service and upselling techniques.
- Provided backup support to Call Center during high call volumes and promptly responded to customer needs.
Customer Care Associate
The Philippine Home Cable Holdings Inc.
San Juan, Metro Manila, Philippines
08.2000 - 11.2004
- Assigned to backend operations for report management and updated merchandising materials for customer use.
- Engaged in Special Projects for outbound calling to promote Cable Internet as a new service.
- A Subject Matter Expert in ICMS 5.2.4.
- Participated in the migration project for the billing system following the merger of SKY and Home Cable.
- Recognized as the Customer Service Associate of the Year in 2004.
Education
Bachelor of Science - Commerce, Major in Business Management
Centro Escolar University
Mendiola, Manila03-2020
Skills
- Operations and Performance Management
- Customer Experience Skills
- Decision Making Skills
- Communication Skills
- Process Mapping
- Issue Resolution Management
- People Skills
Certification
- Six Sigma: Certified Lean Six Sigma Yellow Belt (Accredited)
Advanced Innovation Group Pro Excellence (AIGPE) on UDEMY, May 2024
- Customer Experience (CEXP) Certified Trainer for "I can make a difference."
Signature Experience (SE) Associates, October 2019
Timeline
Operations Manager
Iconnect Convergence, Inc.
12.2015 - 11.2024
Customer Care Manager
SKYCable Corporation
08.2008 - 11.2015
Customer Care Supervisor
SKYCable Corporation
03.2007 - 07.2008
Support Group Analyst
SKYCable Corporation
09.2005 - 02.2007
Customer Care Associate
SKYCable Corporation
12.2004 - 08.2005
Customer Care Associate
The Philippine Home Cable Holdings Inc.
08.2000 - 11.2004
Bachelor of Science - Commerce, Major in Business Management
Centro Escolar University