Summary
Overview
Work History
Education
Skills
Timeline
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Ruffae Mae Jezra Delfin

Ruffae Mae Jezra Delfin

Cebu City, Cebu

Summary

Successful at developing and improving training programs for employees at all levels. Also an accomplished quality analyst of a team of agents. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.

Overview

5
5
years of professional experience
5
5
years of post-secondary education

Work History

Manager - Training and Quality

Attentive Mobile
11.2022 - Current
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Reviewed 50 agent conversations daily to assure quality and assess performance-based needs.
  • Reviewed 150 AI generated responses daily.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Coordinated technical training and personal development classes for staff members.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.

Customer Service Representative

Attentive Mobile
05.2022 - 11.2022
  • Answered constant flow of customer calls with minimal wait times averaging at 40 sends per hour.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Maintained up-to-date knowledge of product and service changes.

Legal Intern

Commision On Human Rights
01.2022 - 05.2022
  • Organized legal filing system to maximize efficiency.
  • Performed legal and general research, drafting memoranda, and correspondence.
  • Reviewed legal information and proofed documentation for errors.
  • Attended depositions and court proceedings and prepared summaries on cases.
  • Summarized deposition transcripts and case materials for senior review.
  • Drafted, received and tracked due diligence checklists.
  • Researched statutes, decisions, legal articles, and codes.

Technical Support Representative

Teleperfomance
03.2019 - 04.2022
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Diagnosed and troubleshot hardware, software and network issues.

Education

J.D. - Juris Doctor

University of San Carlos
Cebu City, Cebu
08.2022 - Current

Bachelor of Arts - Legal Management

Lyceum of The Philippines University
Manila City, Philippines
09.2018 - 07.2022

Skills

Training Methods

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Timeline

Manager - Training and Quality

Attentive Mobile
11.2022 - Current

J.D. - Juris Doctor

University of San Carlos
08.2022 - Current

Customer Service Representative

Attentive Mobile
05.2022 - 11.2022

Legal Intern

Commision On Human Rights
01.2022 - 05.2022

Technical Support Representative

Teleperfomance
03.2019 - 04.2022

Bachelor of Arts - Legal Management

Lyceum of The Philippines University
09.2018 - 07.2022

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Ruffae Mae Jezra Delfin