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Customer Service Salesforce

Location:
Mandaluyong, Philippines
Salary:
60,000
Posted:
March 23, 2020

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Resume:

DENNIS DESEMBRANA

Email Address: adce4z@r.postjobfree.com

Home Address: *** **** ******* **** ***** Barangay Haig St. Brgy Daang Bakal, Mandaluyong City Phone number: 090*-***-****

OBJECTIVES

To manage, challenge and be challenged in a dynamic environment specializing in people management; engaging with employees to maximize potentials thru support and guidance by executing best management skills and practices to provide and develop outstanding client and business experience.

EDUCATION

Manila Doctors College

2004 – 2008 Bachelor of Science in Nursing

EXPERIENCE

iSupport Worldwide 6th Floor Robinsons Cyberscape Alpha Building Garnet Rd, Ortigas Center Pasig 1605

Admin Processor Lead/Team Supervisor September 2017 – Present

• Processing documents for business owners by ensuring complete documents based on account complexity in preparation for their reporting to Internal Revenue Service for each and every plan year requirement

• Analyzing and cross-matching Census client information data using Microsoft Excel from year to year; sort, remove or add employees to maintain accuracy of data for new and existing business/es

• Sending emails, text message via specific software and creating call back requests using Salesforce to communicate with the CEOs timely to ensure documents are complete and available before their deadline of reporting

• Assisting in exporting files from ADP site to upload and update data in Salesforce

• Sorting of files in Adobe of compiled documents submitted by clients such as Investment Management and 401k Bank statements

• Individually meeting with the offshore Client Manager, Supervisor and local Client Services to provide updates concerning Manila team status

• Facilitates training with the new hires following account best practices which includes monitoring and reviewing the progress of each employees during production

• Conducting one on one with the team to discuss areas of improvement, goals, challenges, and other areas needed to focus on with coaching

DENNIS DESEMBRANA

• Allocating and reassigning of cases to individual queues to account processors and to maximize case output

• Ensuring all employees are following account process by doing daily/weekly audit of outgoing emails, documentation and Salesforce account updates to maintain quality client service

• Collaborating with offshore clients to schedule and conduct training for process updates and improvement

• Generating and updating reports including timecards for attendance purpose of the team in a weekly and monthly basis

• Generating and updating of weekly and daily reports from Salesforce which includes current goals/status of individual team members, due follow ups and unattended open cases in queue

• Coordinating with the Admin or Human Resource team for recruitment/interview, employee performance management and deliberation purpose

Teletech Inc 12th Floor Robinsons Cybergate, Pioneer St. Mandaluyong Operations/Team Supervisor May 2011 – September 2017

• Responsible for Team performance, development, mentoring, and coaching to meet and continuously improve both company and client metrics for Inbound and Outbound calling

• Implementing strategies to key performance to enable the business to achieve its objectives; setting clear daily priorities and drive each member to meet the goals

• Managing day-to-day operations such as monitoring the set Service Level of the program to meet both client and program’s expectations in producing quality customer service and satisfaction

• Analyzing report and communicates with GWFM or Workforce for assistance in providing reports of staff over forecasted calls on a day-to-day basis

• Taking Inbound and outbound calls for customer service to help the program in reducing failure to reach the passing SVL aside from escalation calls from the agents

• Guiding and supporting agents to reach their goals and doing one-on-one for coaching to deliver monitoring from Quality Team and sending proper corrective actions thru company tools as per company guidelines and policies; coordinating with the Managers and Human Resource Team to deliver final decision for corrective actions

• Analyzing of distributed tasks as per are of expertise within the program or Point of Contact to produce organized outcome of the team lead responsibility

• Proving feedback and reports to the Clients, Operations Managers and other Team Leads for any kind of issues; provide clear documentation of the problem – isolating the case if error occurs within the company tools/system wide or from client side to send and deliver corresponding ticket for analysis

• Conducting four (4) monitoring of calls per agents per month based on client approved quality measures to provide additional coaching and guidance on the agents areas of opportunities; maintain/monitor agents improvement on areas such as FCR (first call resolution), AHT (average handling time), CB (call behaviour), CHT (call handling time), Reliability etc.

• Working Administrative tasks/Human resources to provide agent assistance and needs from the company

• Ensure staffed agents has tools/systems to fully perform their duties and responsibilities on their workspace.

DENNIS DESEMBRANA

• Conducting new hire orientation to employees assigned to the same account to discuss basic workflow and performance goals

United Coconut Planters Bank Salcedo St. Makati

Service Associate December 2009 – December 2010

• Accepting over-the-counter transactions; cash deposits, check encashments, check deposits, processing cash withdrawals and bills payment with signature verification if necessary

• Handling foreign currency transactions; check deposits, cash deposits and withdrawals and cables/fund transfers

• Providing information to clients regarding bank services

• Transfer funds at the request of the customers

• Making outward clearing transactions for local check deposits

• Attending clients concerns/needs and assisting new accounts in endorsing bank products and services

• Sorting, filing and recording deposit slips

• Providing account balance information to clients

• Assisting in opening and closing savings and checking account

• Comparing signatures, photos and ID to verify customers

• Ensuring that the cash drawer is always balanced and maintained SUMMARY OF QUALIFICATIONS

Team management role for 7 solid years handling client communication and mobilizing team members

COMPUTER/SOFTWARE SKILLS

• Microsoft Applications

• Salesforce

REFERENCES

Available upon request



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