Zarah Jane Enero
Customer Service/Team Lead
Naga
Summary
To obtain a good position in corporate world and to share my skills and knowledge and to work enthusiastically to achieve company’s vision. KEY STRENGTH Skilled at balancing and prioritizing multiple tasks to meet deadlines. Highly organized and able to prioritize effectively – detail – oriented. Knowledgeable and resourceful. A self-motivated professional. Insightful – high motivated to learn and experience. Proven ability to lead people. Empower team to maximize diverse talents.
Overview
11
11
years of professional experience
Work History
Marketing Consultant
GD Tiles
05.2022 - 07.2022
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
- Conducted market research and reported on clients' competition.
- Planned and executed events and marketing programs to increase qualified leads.
- Achieved client vision and marketing objectives by collaborating with various departments.
Associate Manager/ Team Manager
Sutherland Global Services Inc
12.2017 - 11.2018
- Coordinated resources from stakeholders and mapped out project deliverables.
- Oversaw training and onboarding process for all newly hired employees.
- Mentored and supported employees to create strong workplace culture.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
Subject Matter Expert/ Lead Account Management
Sutherland Global Services Inc
07.2017 - 11.2017
- Handling escalated cases from Tier1 )
- Collaborated with management to identify and prioritize new development concepts.
- Supported enterprise and business goals by introducing new product and service offerings.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Monitored and tracked user progress to identify improvement opportunities.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Developed and presented business cases, presentations and reports to senior management.
Data Analyst
Sutherland Global Services Inc
08.2016 - 03.2017
- Que Management
- Analyzing Service Level
- Driving Closure ( FMEA Cases, Infraction, Account activities )
- Managing Headcount recon every week
- Sending Weekly and Monthly report of account status to Site Director
- Sending updates ( CSAT Update, CRR Update and AHT Update )
Sales and Retention Specialist
Sutherland Global Services Inc
03.2015 - 08.2016
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Developed new strategies for customer retention activities.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Documented performance review schedule and monitored management for timely completion.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Adhered to appropriate legal scripting when required.
- Reviewed successes and failures to learn from previous mistakes.
Customer Service Representative
Sutherland Global Services Inc
01.2011 - 03.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Collected and analyzed customer information to prepare product or service reports.
Cashier/Service Crew
Jollibee Panganiban Drive Naga City
05.2007 - 05.2010
- Helped customers complete purchases, locate items and join reward programs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Answered questions about store policies and addressed customer concerns.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
Education
Bachelor of Science - Computer Science Computer
Communication Development Institute, ColegiodelSantisimo
06.2006 - 05.2010
Colegio Del Santisimo Rosario
Libmanan Camarines Sur 06.2010 - 03.2022
Skills
[Software] competency
undefinedTimeline
Marketing Consultant
GD Tiles
05.2022 - 07.2022
Associate Manager/ Team Manager
Sutherland Global Services Inc
12.2017 - 11.2018
Subject Matter Expert/ Lead Account Management
Sutherland Global Services Inc
07.2017 - 11.2017
Data Analyst
Sutherland Global Services Inc
08.2016 - 03.2017
Sales and Retention Specialist
Sutherland Global Services Inc
03.2015 - 08.2016
Customer Service Representative
Sutherland Global Services Inc
01.2011 - 03.2015
Colegio Del Santisimo Rosario
06.2010 - 03.2022
Cashier/Service Crew
Jollibee Panganiban Drive Naga City
05.2007 - 05.2010
Bachelor of Science - Computer Science Computer
Communication Development Institute, ColegiodelSantisimo
06.2006 - 05.2010
Character Reference
Kaycee Acapuyan
Prof-Tech Training
Sutherland Global Services Inc.
09612684867
Pamela Amor Orata
Account Manager
Sutherland Global Services
09152266851
Renegin Plondaya
Associate Manager
Sutherland Global Services
09451538870
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