Customer Service Training

Location:

Makati, NCR, Philippines

Posted:

December 17, 2016

Contact this candidate

Resume:

Jennifer Jimenez Bell

** * ***** **., **** F Engineers Hill Signal Village

Taguig City, Manila 1632

Cell: 094******** Email: acxxd4@r.postjobfree.com

Home Based Teacher

Summary

A highly talented and experienced Sales, Collections and Customer service professional with customer service training and experience both in the Philippines and United States. Has good understanding of relevant laws and regulations regarding do not call lists and debt collection practices. Has a good experience training newbies and mentoring both newbies and tenured agents to achieve Targets.

Objective & Key Career Achievements

To lead and be a part of a team that ensures excellent performance by providing results beyond expectation by being best in class, through initiatives and value-adds.

My Key Skills

• Proficient in Microsoft Office Applications such as MS Word, MS Excel, MS PowerPoint, and Internet Explorer

• Capable of facilitating Training and Huddles in a group of people up to 30.

• Customer Service oriented

• Expert in Service Quality Assurance

• Data Entry and Analysis

• Reports and Presentations

Professional Experience

Wells Fargo EGS, LLC April 2015 to October 24, 2015

8 Campus Place McKinley Hill Taguig City

Overdraft Collector Level 2

Collected past due accounts from customers that have been closed from two years onwards.

Collected debt while maintaining excellent customer experience

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism and then collected the amount due, If not, provide different payment options

Coached and mentored collection outliers on a daily basis to improve site score

Wells Fargo EGS, LLC March 2014 to March, 2015

8 Campus Place McKinley Hill Taguig City

Overdraft Collector Level 1

Collected overdrawn checking accounts from customers.

Collected debt while maintaining excellent customer experience

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism and then collect the amount due, If not, provide different payment options

Jimenez Footwear August 2013 to March 2014

Olongapo City New Market

Store Co-Owner / Supervisor

Ensured of smooth store operation in every aspect.

Helped in hiring, directing and supervising staff.

Sykes Asia Inc. December 10, 2012 to July 18, 2013

42ndFlr One San Miguel Avenue, Pasig City

Hotel Reservations Inbound Agent / SME

Handle inbound calls and process customers request on their reservations, caters USA, Canada and other International Locations.

Cross sell value added services.

Plans, Initiates and Implements action plans based on programs pain areas

Joins internal and external meetings with Operations, Support groups and Clients

Team’s Person on Charge- responsible with co-agents in the absence of Team Supervisor

Tracks co-agents’ hourly performance and ensuring this is reported to immediate superior

Jimenez Footwear March 2007– December 2012

Olongapo City New Market

Store Co-Owner / Supervisor

Ensured of smooth store operation in every aspect.

Helped in hiring, directing and supervising staff.

Qualit-E Call Center Training Academy / Recruitment Agency March 2006 – March 2007

General MacArthur Highway Salapungan Angeles, Pampanga

Training Instructor / Accent Trainer

Developed and conducted training assessments, competency training as well as follow up testing to determine effectiveness of training programs.

Created training aids such as video aids, power point presentations, and charts for training purposes.

Created classes in LMS / Learning Management System and updated daily performance and attendance on LMS for each class.

Monitored and recorded trainees handling customer service calls for training purpose.

Conducted refresher and continuous education workshops for trainees

Distributed course evaluation forms to students and reviewed responses

Trained newbies on phone skills, etiquettes and soft skills

Provided clients with inputs on training curriculum, provided inputs on upgrades and changes to the curriculum to take care of the dynamics of the business.

Facilitated graduation role playing, test, certification and remediation.

Developed several innovative training methods to use for trainees

Home Depot Inc. February 1999 – March 2001

West Vista way, California

Customer Service Associate / Cashier

Played a critical customer service role by providing customers with fast, friendly, accurate and safe service

Processed Checkout and/or Return transactions, as well as monitored and maintained the Self-Checkout area

Followed all policies and procedures to ensure that shrink is minimized

EDUCATION

Columban College Olongapo City Bachelor of Science in Commerce Major in Management

STI Pasay Information Technology 1 semester

CHARACTER REFERENCES