Jose Ellie Laiz
Silang, Province Of Cavite,CAV
Summary
Experienced and versatile BPO professional with a proven track record since 2009, supporting clients across diverse industries including financial services, telecommunications, loss management, and sales. Skilled in both front-line and back-office operations, with strengths in order processing, customer support, and post-sales coordination. Known for adaptability, accuracy, and strong communication skills in high-volume, fast-paced environments. Proficient in Microsoft Office tools and committed to delivering excellent service and operational efficiency.
Overview
16
16
years of professional experience
Work History
Senior Associate
Ingram Micro Philippines
08.2022 - Current
- Order Management & Processing
- Invoicing & Purchase Order Review
- ETA & Order Status Communication
- Shipment Tracking & Monitoring
- Proof of Delivery (POD) Generation
- Courier Coordination & Issue Resolution
- Microsoft Excel, Word, PowerPoint
- Attention to Detail & Time Management
- Customer & Vendor Communication
- Administrative Support
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on pending orders.
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Senior Operations Representative
Capital One Philippines
05.2017 - 08.2017
- Company Overview: Call Center / IT-Enabled Services / BPO
- Take monthly payments for credit card clients
- Assist clients in understanding interest rates, fees, terms and conditions of their credit cards
- Assist customers in managing their credit limit
- Answer billing inquiries
- Report lost/stolen cards
- Initiate Fraud Reports for clients
Customer Experience Representative
Telus Philippines
04.2016 - 01.2017
- Company Overview: Call Center / IT-Enabled Services / BPO
- Resolve billing concerns, take payments, change tv programming subscription
- Basic troubleshooting of internet connection, internet equipment
- Schedule dispatch of technicians for installations, repairs, upgrades of TV, Internet, Home Phone equipment
- Upselling of telco products and services
Front Line Manager
Genpact Services LLC
05.2009 - 06.2015
- Manage a team of 26 individuals
- Sign Off Timecards for monthly salary
- Monitor day to day productivity to ensure that service level agreements are met
- Conduct individual coaching to promote motivation and improvement
- Investigate Negative Balance accounts to determine Chargeback Rights
- Recover lost funds for the company by processing Chargebacks to merchants
- Adding individuals who meets the fraud criteria to the negative list
- Review merchant representments for chargebacks processed and to ensure that the company does not lose out on entitled amounts.
- Process Adjustments through the FIS System
- Supervise inventory of items that are pending for review as needed.
- Conduct capacity planning
Education
College Level (Undergraduate) - Mechanical Engineering
Polytechnic University Of The Philippines Taguig Campus
09.2006
High School Diploma - High School Grad
Jesus The Risen Savior School De La Salle University Supervised
03.2001
Skills
- Training and mentoring
- Performance monitoring
- Team leadership
- Team supervision
Languages
Filipino
English
References
- Deanna Jane, Montoya, Process Associate, dja_montoya@yahoo.com, +639167203770, Emapta Philippines
- Lorenzo, Laiz, Associate III, lorenzo.laiz2014@gmail.com, +639565101688, Ingram Micro Philippines
- Eldon Obo , Team Leader, eldonobo@gmail.com, +639062365537, Ingram Micro Philippines
Training
- Jun 07, 2014 - Jun 10, 2014: Six Sigma Greenbelt Trained and Tested, Praveen Tatia - Six Sigma Black belt Genpact Services LLC, Genpact Services LLC, Alabang, Muntinlupa City, Philippines
- Sep 29, 2006 - Sep 29, 2006: Industrial Calibration, Engr. Pagtalunan, Metals Industry Research and Development Center (MIRDC) Upper Bicutan, Taguig City Philippines
- Feb 21, 2006 - Mar 10, 2006: Dimensional Metrology 2-Length Calibration, Engr Pagtalunan, Metals Industry Research and Development Center (MIRDC) Upper Bicutan, Taguig City Philippines
- Jul 21, 2005 - Aug 11, 2005: Dimensional Metrology 1- Basic Measurement, Engr. Pagtalunan, Metals Industry Research and Development Center (MIRDC) Upper Bicutan, Taguig City Philippines
Timeline
Senior Associate
Ingram Micro Philippines
08.2022 - Current
Senior Operations Representative
Capital One Philippines
05.2017 - 08.2017
Customer Experience Representative
Telus Philippines
04.2016 - 01.2017
Front Line Manager
Genpact Services LLC
05.2009 - 06.2015
High School Diploma - High School Grad
Jesus The Risen Savior School De La Salle University Supervised
College Level (Undergraduate) - Mechanical Engineering
Polytechnic University Of The Philippines Taguig Campus
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