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Manager Social Media

Cainta, Pasig, Philippines
November 30, 2018

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Jezabelle Legaspi



Bachelor of Science in Computer Engineering

AMA University

East Rizal

Results Companies Incorporated: September 2106 - June, 2018

2nd Floor, Silver City, Fonterra Verde, San Miguel Cor., Pasig City

Process Development Manager Voice of the Company

Responsible in Process Improvement and Documentation. Understand algorithms for new tools and provide analysis on how to drive and improve the Performance of Operations. Provide Analytics Reports for all KPI/Metrics.

Attending Weekly Review, Process Improvement Meeting, Client Process Meeting, Internal, external, Joint Calibration, Sprint Weekly Staffing Call, BiWeekly Quality Discussion w/ Ops – prep/ Ops & Quality, OAR. Directly Reporting to Clients and Facilitate Process Call Meeting. Control and Moderate Process Concern during Quality Calibrations.

Check, review analyze trends, identify opportunities of KPI Reports for the Account.

Review / Provide Suggestion or Approval for process document changes requested by client; Send /Submit Feedback or Suggestions.

Forward Employee Feedback Escalation /Corporate Escalation received from Support and other vendors and/or counterparts. Coach and guide supervisor for the process implementation. Coached SME’s & Floor walkers; review supervisor’s performances.

Email client for coaching opportunities & provide Situation, Conflict and Resolution.

Doing Applicant's Paper Screening and Conducting Interviews for Agent, supervisor and manager's position. (I have a formal recruiter training and certification)

RMH Teleservices Asia Pacific, Inc. Expert Global Solution: January 3, 2012 – April 24, 2016 (currently Known as Alorica)

Three Cyberpod Centris – South Tower Eton Centris, Edsa Corner Quezon Avenue.

Team Manager – Promoted from Quality Analyst

Handled Account: Barclaycard US Line of Business: Customer Care, Disputes by Phone, Chargeback.

Create initial Dispute Case then handle correspondence, reassertion and provide assistance until arbitration. Handled fraud Account (Citi Card Member)

Mentoring and developing people; provides coaching and help motivate and inspire team members (agents); helps resolve dysfunctional behavior.

Facilitate problem solving and collaboration. Ensure discussions and decisions lead towards closure.

Responsibility also includes carrying out the professional services, like legal services, corrective actions, management consulting or mentoring, developing agents into leaders and financial analysis of profit versus penalties.

PBCOM TOWER SQME Professionals, Inc.: January 3, 2012 – April 24, 2016

MJ Building Valero St. Salcedo Village, Makati City

IT-SERVICE DESK ANAYLYST: Global Customer Service

(Overlapping Reason - I worked as an It Service Desk Analyst and as a Technical Team leader at the same time until the retrenchment date with Pacific Hub Corp.)

Maintain accurate and up to date documentation when resolving issues or creating/updating best practices.

Serve as the first point of contact for staff seeking technical assistance over the phone, by email, or through the ticketing system.

Set up and support hardware for employees and facilities including Dell, and various mobile devices

Support Windows Operating Systems; Microsoft Office (2010 and 365), Microsoft Office 365, Windows 7, Mobile devices, Adobe and other miscellaneous software through deployment, troubleshooting, maintenance, Pst files etc.

3 years in IT industry & 1+ years experience in ticketing tools; remedy & service now.

Prior experience maintaining various operating systems and different office applications,

Prior experience with supporting hardware

An understanding of the Active Directory domain environment

Friendly, customer-oriented demeanor with strong communication skills in person and over the phone

Ability to handle shifting priorities, exercising patience and professionalism at all times.

WAN / LAN knowledge

Responsible in auditing the calls of 5 LOBs and delivered the trends of the agent per team.

Quality Facilitator for 5 Lobs and responsible to be the gauge during the Calibration.

Train people to become effective Quality Analyst in certain Queue and responsible in Certifying them.

Pacific Hub Corporation: July 2009 - May 5, 2011

Robinsons Equitable Tower, Ortigas Pasig City Corporation


(from Technical Suppport - Agent got promoted to SME promoted to Team Leader)

Received and processed inbound call (Internet Connection)

Supervise, train and Coach Agent (New/Tenured Agents)

Evaluate call of agents under and identify Areas of opportunities (Quality Monitoring) /Floor walks and Coaching

Performance reviews, Call Calibrations, and other Admin Task like (Ticket Escalation, Chat/Email Support)


CX360 & MTV5 Certified. 8 years’ experience with BPO Operational & Financial Strategy.

Knowledge in Six sigma white, yellow & Green 7 QC tools, DMAIC, Root Cause Analysis, Fishbone Analysis, Pareto Analysis.

Coaching fundamentals and leadership management. Coaching and mentoring

Proficient in MS Office (Word, Excel, Outlook and Power Point)

Knowledge in Hardware & Software; desktop, laptop, formatting, reinstalling, removing virus, network/internet connection. Experienced in outlook pst, ticketing system like Remedy,

Knowledge in Digital Marketing, Marketing Analysis, Facebook algorithms, Facebook Moderation, Page & Content Management. (Current: Community Manager & Facebook Moderator of EnduinsGames, EnduinsMedia Page partnered with PUBG GAMES & DragonNest)

Knowledge in Basic website development/designs, CS3, html, adobe. Co-developer of website. ENDUINS.COM is Social Media website that publish articles for Online Game, cosplay & social media, tech and photography influencers and activities.

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