Jonny Celle Cabrigas
Tierra Nevada, San Francisco, Gen, Trias, Cavite
Summary
JONNY CELLE CABRIGAS With 8 solid years of experience in the BPO Industry on various accounts such as technology, telco, sales, and finance most of which I spent in the Operation side of the business. Successful Team leader with experience encouraging client communication to achieve significant growth using proven strategies. Proficient in product monetization and mobilization approaches to boost long-term revenue generation.
Overview
8
8
years of professional experience
Work History
Team Leader
Freelancer.com Philippines Inc.
07.2021 - Current
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Voice and Account Specialist
Philippines Inc
Taguig
07.2018 - 08.2021
- I am responsible for providing the highest level of service to customers who took advantage of the Concierge service and ensuring that their transaction is handled fast and completed successfully
- Provides exceptional customer service to Escrow users via call and ticket at all times
- Manage the call queue according to schedule and ensure that it is properly manned at all times
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Delivered accurate billing and timely payments across high-volume client accounts.
Risk Management and Payroll Representative
Visa Philippines Business Processing Center Corp
Pasay
02.2016 - 06.2018
- Monitor, review and follow‑up on daily suspicious transaction alerts for acquiring and issuing business
- Review of existing fraud rules and recommending new rules.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Improved client retention rates by building strong relationships and offering personalized solutions to their needs.
Education
Bachelor of Science - Business Administration, Marketing Management
Polytechnic University of The Philippines
Taguig City12.2015
Skills
- Customer service
- Communication Skills
- Coaching and training
- Cross-functional collaboration
- Sales and product knowledge
- Microsoft office knowledge/
- Office Productivity
- Domain Registrars and
- Configuration
- Client relations
Timeline
Team Leader
Freelancer.com Philippines Inc.
07.2021 - Current
Voice and Account Specialist
Philippines Inc
07.2018 - 08.2021
Risk Management and Payroll Representative
Visa Philippines Business Processing Center Corp
02.2016 - 06.2018
Bachelor of Science - Business Administration, Marketing Management
Polytechnic University of The Philippines
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