JESSETTE A. DIZON [pic]

B.** L.** PHS.*-C Casa de Monteverde,

Brgy. F. De Castro, G.M.A, Cavite, 4117,

Contact No.: 092*-******* / 091*-*******

Objective:

To travel, explore and share my knowledge and skills in the customer

service/hospitality industry. To lead and inspire people in achieving their

goals and pursue their career in despite all challenges they may encounter

in this field.

Work Experience:

Larventech, Inc.

Operations Supervisor-Team Leader - Formezones account, June 2012-January

2013

- Manages a team of 10-13 FTEs who handles chat, voice and email

- Responsible in making sure that all SLAs are met

- Conducts regular coaching to agents as part of the company's staff

development initiatives

- Participates in department/ division/ company-wide projects and/ or

initiatives

- Maintains a good working relationship with direct reports, peers,

superiors, and clients/ business partners

- Initiates process improvement projects

- Participates in staff engagement activities

- Compliant to company policies and guidelines

- Manages and monitors the volume, production and output of the team on a

daily basis.

- Generates report from various sources

- Attends meeting

- Performs quality check and provides update to the team on a regular

basis.

- Prepares advisors' monthly scorecard

- Creates and plots agents' schedules

- Discuss performance report to the management team on a monthly basis.

First source Solutions Ltd.

Fist Line Manager - BritishTelecoms, Nov. 2011-May 2012

- Primary Responsibilities are related to managing a team of 15-18

associates

- 1-on-1 coaching/side by sides

- Providing guidance and positive reinforcement

- Reinforce new and/or changing behaviors

- Drive metrics and performance

- Cover the call center floor throughout the shift; answer associates

inquiries and escalate issues to management when necessary.

- Record associates interactions; identify trends, root causes, and

improvement opportunities. - - Communicate regularly to Team Managers.

- Provide positive & constructive feedback daily to all assigned associates

on behaviors, individual results, Coaching Form process & trends.

- Provide clear, consistent educated direction to all associates

- Conducts Final Interview of Applicants for Operations

- Prepares and Submits team's payroll reports to the payroll team

Startek Phils., Inc.

Operations Supervisor-AT&T, May 31, 2010-Nov. 15, 2011

- Evaluates, provides feedback, mentors and motivates employees to provide

excellent customer service, while improving call quality and performance

metrics.

- Analyzes call statistics to ensure performance and quality standards are

met.

- Resolves worker issues or submits unsettled issues to the HR Department

for appropriate action.

- Handles supervisor calls and oversees escalation queue.

- Monitors live or recorded calls and identifies performance gaps. Coaches

employees for performance improvement, resolves day-to-day issues and

problems, provides technical leadership, and answers questions accurately

and professionally.

- Trains new employees to ensure professional, performance and quality

standards are met.

- Encourages and participates in community activities.

- Monitors call volume to ensure appropriate staffing levels are maintained

to service clients.

- Conducts meetings to ensure accurate and timely communication of client

and campaign issues

to and from the team.

- Reviews and submits all required reports and staffing requests, and

maintains transaction reports and attendance/time records.

- Delivers performance reviews of team members, conducts disciplinary

interview/counseling, and completes and files all necessary HR

documentation.

- Participates in client quality calibration sessions.

- POC of the account's events and awarding ceremonies.

- Conducts final interview of applicants for the operations department

- Handles Payroll concerns of direct reports, knowing the importance of

getting payroll out on time with no payroll errors. In-charge of filing

employee's VLs and SLs via the eWorkforce Management software. Update, edit

and approve time sheet of employee via the ADI Employee time software.

- Does Real time and pre-plotting of OT schedule of direct reports

- Handle IT concerns of agents by submitting IT Tickets reporting issues on

employee's log-in on a software or tool needed.

Access Worldwide Phils., Inc., Makati City

Multi Skilled E*Trade Supervisor / Team Lead, Aug. 2006-May 6, 2010

- Supervised a team composed of 15-25 Financial Service Representatives.

- Managed team's performance base on requirements set by the company and

the clients.

- Monitored team's daily activities

- Prepared operational reports (e.g. LILO, CTIOS Tracker, Long Hold,

Absenteeism Tracker, Daily Summary, etc.). - - Trains and developed

transition agents in preparation for them to get on the floor and take

inbound calls.

- Handled escalated calls in a supervisory level and makes sure to give one

call resolution to clients.

- Provided regular coaching sessions to team members and ensure that

required sales skills and competencies are enhanced and developed.

- Properly and clearly cascaded and implemented company policies and

guidelines to team members

- Handles Payroll concerns of direct reports, knowing the importance of

getting payroll out on time with no payroll errors. Update, edit and

approve time sheet of employee via the Biometric software.

PLDT eVentus, Parlance Syst., Inc., Makati City

Multi Skilled Customer Service Representative, Nov. 2005-June 2006

- utilized excellent customer service and problem solving skills to

confidently provide information and education to - -customers in a timely,

efficient, professional manner

- provided clear and accurate responses to customer's inquiries; field on

customer complaints

- appropriately researched and resolved problems relating to customer

accounts and inquiries.

HDG Phils., Inc.-MANILA PAVILION VIP CLUB;Telemarketing VIP Membership

Sr. Club Coordinator cum Marketing Specialist, July 2003-June 2005

- Handled marketing concerns of VIP members (e.g: Hotel and Restaurant

reservations in the hotel and affiliated establishments).

- Acted as a channel between the hotel management and VIP members in

achieving high level of customer satisfaction.

- Represented the VIP membership Club in all departmental gatherings and

meetings.

- Formulated marketing strategies in providing excellent benefits to VIP

members and coordinated with different hotel and restaurant establishments

to achieve good result of said strategies.

- Handled walk-in clients on inquiries about the hotel VIP membership

- Do verification of incoming sales for legitimacy.

First Choice - Tagaytay Country Hotel; Telemarketing VIP Membership Club

Programme Manager, April 2003-July 2003

- Managed the Sales Team in marketing the Hotel Membership over the phone

- Strategized incentive programs for the telemarketers

- Managed the admin team in all administrative works to fully accomplish

needs of VIP members

- Conducts Final Interview of Telemarketers

Promark Strategies Phils., Inc.,GALLERIA-MIDTOWN GOLD CLUB-Telemarketing

VIP Membership

Customer Service Executive- Sept.2001-April 2003

- Supervised Customer Service Executives and company liason officers in

extending excellent customer service to all VIP members.

- Coordinated with the Finance, Front office and F&B department with regard

to good benefits with extend to all VIP members.

- Handled walk-in clients on inquiries about the hotel VIP membership

- Do verification of incoming sales for legitimacy.

RICHVILLE FEDERATED GRP. OF COS.

Executive Secretary to the President, April 2001-July2001

Sales Executive, March 2001-April 2001

Building Receptionist, January-March 2001

- Handled confidential files and concerns of the company.

- Assisted all Board of directors and owners of the company in all aspect

of administration.

- Conveyed decisions, requests, expenditure and recommendations on behalf

of senior people in their absence, according to agreed guidelines and

policies.

- Interpreted instructions and issues arising, and then implement actions

according to administrative policies and procedures.

Hospitality Marketing Concepts- Club Dusit- Membership Telemarketing

Sr. Admin Secretary, August 1999- October 2000

- Handled VIP members' hotel and restaurant reservations. Assisted

Administrative Manager in doing administration works.

- Handled walk-in clients on inquiries about the hotel VIP membership

- Do verification of incoming sales for legitimacy.

- Acted as manager of the sales group in the absence of the Programme and

Assistant Programme Manager.

Human Integrated Resources Experts, Inc. - Club Dusit

Telemarketer/Jr. Administrative Secretary, September 1998 - August 1999

- Marketed Hotel membership to clients over the phone under a required

daily and weekly quota

- Assisted Sr. Administrative Secretary in hotel and restaurant

reservations of VIP members

Skills & Abilities:

. Solid knowledge of computers and software applications including

spreadsheet (Microsoft Excel), word processing (Microsoft Word), and e-mail

(Microsoft Outlook) software applications.

. Strong customer services skills.

. Ability to plan own work and work of others.

. Ability to read and interpret documents such as safety rules, operating

and maintenance instructions, and procedure manuals.

. Ability to speak effectively before groups of customers or employees of

the organization.

. Ability to work in a fast-paced environment, adapt to changing

priorities, meet deadlines, multi-task effectively and work well under

pressure.

. Ability to follow defined procedures and deal with different and

specialized situations.

. Ability to handle confidential information.

. Ability to plan own work and the work of others and lead work groups or

teams.

. Ability to exercise initiative and judgment as well as make decisions

within the scope of assigned authority.

Personal Data:

Date of Birth: May 6, 1980

Nationality: Filipino

Religion: Catholic

Height: 5'3"

Educational Attainment:

College: BS Commerce Major in Sales & Marketing-undergraduate

La Consolacion College, Binan, Laguna

Secondary: Colegio San Agustin, Binan, Laguna

Primary: Guadalupe Elem. School Main, Makati City

Character Reference:

Angelo Fabella - Operations Manager (PBCom) 092*-*******

Dan Guevarra - Operations Manager (Startek Phils.) 091*-*******

Janus Visaya - Operations Manager (Larventech, Inc.) 091*-*******

Jelai Nanggan - Team Leader (Startek Phils.) 091*-*******

Famille Rivera - Licensed Broker (Series 7 and 24-091*-*******

Contact this candidate