Name: Jerlyn Mondelo Kofman

Address: ** **** ****** ******* ******* City, 6014

Mobile number: 096********

Email address: adjgab@r.postjobfree.com

PROFESSIONAL SUMMARY

Account Manager with 10 years extensive experience in call center management and operations.

Proven leadership good leadership qualities in terms of increasing Account’s performance by constantly redesigning quality standards and tools and processes.

Expert troubleshooting skills in HSIA networking as well as computer hardware and software applications.

Selected Highlights of Qualifications:

Sent abroad (United States of America) twice to meet with clients and business partners.

Played a key role in setting up a high-stakes account from trial and initial stages up to successful acquisition and retention.

Awarded employee of the Year in 2011 for demonstrating excellence and dedication

Nominated as Best Employee in 2012 for being an outstanding team leader and Office Charge

Earned numerous citations and commendations from highly satisfied clients.

PROFESSIONAL EXPERIENCE

Position: Account Manager

Company: CTC BPO Inc.

Dates: 2016-2021

Roles and Responsibilities

Staffing and Scheduling

Creates a work force schedule based on the forecast given by the Account Manage on a short team basis through proper consideration of employee’s well-being.

Keep tracks of schedule adherence and creates a monthly report on relation to work force management.

Quality Assurance

Analyze monitoring results and takes action at the individual CSR/TSE level.

Support the plans of the Upper Management in communicating the findings of all transactions monitored to each individual including both positive and negative feedback.

Coordinate with the Supervisors and Team Leaders in ensuring plans are delivered, executed and well implemented.

Standardize key processes, policies and required activities for agent improvement.

Translate new and revised policies and procedures from the client into operational objectives and best practices

Floor Management

Oversees the entirety of the team’s operations through managing by walking around in order to be visible to address concerns of agents.

Monitors the queue by letting agents aware of inbound calls, calls waiting, abandonment rate, etc.

Real Time Management

Takes action during the day when actual performance is significantly different than the assumptions used to create the schedule (e.g. high call volume or average handling time).

Performance

Prepares regular reports on Account’s Performance against metrics set especially pertaining to PBX Service Level, Agent and Account Compliance, Resolution and Escalation Rates, top and worse performers for data analysis and action plans. Analyze deviations and execute corrective actions.

Identify training needs and improve agent’s capabilities.

Enhance service consistency.

Updates the Event Log System by recording the factor affecting the service level of the day and summarizes the weekly reports of escalated tickets to identify problems location and common issues.

People Management

Attendance Monitoring. Keeps tracks of attendance, vacation and sick leaves of agents and recommends approval of applications for leaves of absences. Determine resource and capacity requirements by analyzing schedules and staffing needs.

Disciplinary Actions. The supervisor monitors and administers appropriate disciplinary actions to agents deviating from the Code of conduct by following the code’s procedure. Recommends type of disciplinary action along with HR as a result of observance of due process.

Orients new hires of account specific performance standards and behavior norms.

Develop and support employee engagement initiatives.

Overall Customer Relations Management

Coordinates with clients and customers to ensure service satisfaction.

Position: Account Supervisor

Company: CTC BPO Inc.

Dates: December 2013-2015

Roles and Responsibilities

Provided call center performance reports and implemented procedure to enhance the reservation process.

Monitored the standards of team performance

Call monitoring and ticket audit to ensure best practices are followed

Conducts weekly meeting to ensure goals are met

Provides real time and daily coaching to improve team’s performance

Position: Subject Matter Expert, Desktop PC Troubleshooting

Company: CTC BPO Inc.

Dates: June 2011-October 2012

Roles and Responsibilities

Created best practice in accordance to the daily common issues encountered

Worked on escalations and issues unresolved by Tier 1 support

Suggested ideas from time to time on how to resolve isolated issues

Position: Technical Support Engineer

Company: CTC BPO Inc.

Dates: June 2008- June 2011

Roles and Responsibilities

Receive incoming calls.

Perform networking troubleshooting for hotels and multi-dwelling units.

Escalate issues that are beyond the covered best practice.

EDUCATION

Tertiary

University of Cebu Main Campus- a graduate of Bachelor of Science in Business Management major in Human Resource Management (Graduate through ETEEAP program March 2015- April 2016).

University of San Carlos- Took Bachelor of Science in Accountancy (June 2005- June 2007)

Cebu Normal University -Bachelor of Science in Secondary Education- (June 2003-April 2004)

Secondary

Saint Louis School of Mandaue (June 1999-March 2003)

Primary

Paknaan Elementary School ( June 1993-1996)

AWARDS AND COMMENDATIONS

Employee of the year 2012.

Nominated as Best Employee of the year 2011.

Gained guest compliments for excellent customer service.

Academic Merit Card Awardee- Secondary Education.

REFERENCES

1.Anne Marie Lamparas- Account Supervisor- CTC BPO Inc.

Mobile number: 094********

2.Itnie Jane Flores

Mobile number: 094********

3.Elma Fajardo

Mobile number: 094*-***-****/092*-***-****

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