JOCELYN AYANZA MARIN

• Sorted product and provided expertise on non-conforming product requirements.
• Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from sales/admin department protecting company reputation and loyal client base.
• Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Developed team communications and information.
• Worked with Afetrsales to resolve escalations/complaints to improve operations and provide exceptional customer service.
• Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
• Liaised with the Australia office and brand partners to organize and perform quality standard training for new and existing staff.

• Recruiting staff - this includes developing job descriptions and person specifications, preparing job adverts, checking application forms, testing, interviewing and selecting candidates;.
• Developing and implementing policies on issues such as working conditions, performance management, equal opportunities, disciplinary procedures and absence management;.
• Preparing staff handbooks;.
• Advising on remuneration issues, including promotion and benefits
• Negotiating with the employees on issues relating to pay and conditions
• Dealing with grievances and implementing disciplinary procedures
• Planning, and delivering, training, including inductions for new staff

• Organizing and promoting trainings for the teachers to further enhance their teaching skills.
• Researching and devising creative and useful materials for teaching.
• Responsible for planning and implementing an educational program relevant to the needs of the students.
• Assessing and continuously monitoring the students' progress.
• Evaluating teacher's performance and perform one-on-one coaching.
• Managing the textbook adoption process and assessment for new students.
• Conduct or arrange briefings, meetings and team buildings.

IQOR/TELEPERFORMANCE/TATA CONSULATNCY

• Responsible for ensuring that the company's customers receive level of service or help with their questions and concerns.
• Interact with customers to provide information in response to inquiries about products and services.
• Handle and resolve customer complaints according to guidelines established by the company.
• Encourage customers to purchase additional products or services.
• Make changes or updates to customer's profiles and account information.
• Meet individual and team performance goals like average handling time while still ensuring excellent and quality service to customers.
• Support team supervisor in training and motivating fellow team members.