JESSANEL C. LAUGLAUG

Blk ** Lot * Phase *, Greenville Homes, Sahud Ulan, Tanza,

Cavite, 4108

+639*********

adkmqd@r.postjobfree.com

July 27, 1998

OBJECTIVE

To secure a challenging position in a reputable

organization to expand my learnings, knowledge and skills.

Excellent verbal and written communication skills

Capable of multi-tasking, highly organized, with

excellent time management skills

Ability to work under pressure ensuring that timelines are achieved

Good working knowledge of productivity tools such as MS O ce Applications (Woed, Excel and PowerPoint)

Highly analytical skills

Strong Problem-Solving and Decision-Making skills

Highly organized and detail-oriented.

Good listening and consultative skills

Good leadership and motivational skills.

Skilled customer service specialist committed to

addressing customer concerns with speed, accuracy and professionalism

SKILLS

2015-2017 National College of Science and Technology BS Accountancy

1.5

EDUCATION

September - 2020 -

January - 2021

Concentrix

Customer Service Representative

Handles average of 100 inbound calls a day.

Help customer with order taking and service recovery issues over the phone.

Explain any account related issues and transactions. Focuses on customer retention and maintain a high level of professionalism, patience and e ciency to minimize customer dissatisfaction.

October - 2019 -

August - 2020

EPERFORMAX

Customer Service Consultant

Handles Average of 150 inbound calls per day for the rst 2-3 month answering basic account related issues and transaction speci c concerns. Assigned as a Chat Support for more than 6 months specializing in answering transactions speci c questions and other basic account related issues for PayPal US & Canada.

July-2019 -

September-2019

Capital One

Customer Service Representative

Help customers with their credit card applications. Answers inquiries about their credit pro le and any other related questions regarding their credit card applications. Assist customers with credit card payments.

Follows a very strict scripting following the compliance with the federal law.

Handles average of 100 inbound calls per day.

October 2017 - May

2019

Teleperformance

CSR/ FLEX TRAINER

Started as a CSR for a US Credit Bureau account and was transferred as a CSR for a pioneering healthcare account after 2 months. Luckily got a promotion after six months as a Flex Trainer which was also the rst promotion for the said account.

Handling prescription claims and bene ts for the largest healthcare company in the United States.

Answering questions about client prescription drug coverage and liaising with other departments to resolve issues beyond scope. Handling daily minimum of 150 inbound calls per day. Conducts the full scope of activities required to deliver new employee orientation and on-going training for call center personnel which includes soft skills training, supervisor training, supports training, process training and products training.

Design and develop training materials and curriculum. Recommends additional learning materials as appropriate.

Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum. Reviews and updates policy and procedures

Coordinates all assigned projects, ensures projects are completed by target deadlines, and provides project status updates to management. Supervise a team of new hires during multi-week training events and provide direct feedbacks on performance and behaviors. EXPERIENCE

September 2016 -

March 2017

iQor DASMARINAS

Customer Service Representative & Collections Agent Started as a CSR for Sales Account within the rst 3 months and was moved as a Collections Agent for a Financial Account. Handle at least 50 customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention. Memorized all company products and services to be able to answer all customer questions quickly and e ciently, and make relevant upsells. Receive source data such as customer names, addresses, phone numbers, credit card information, and eneter data into various customer service software.

Performed rst party collections by making at least 150 calls per day. Fielded 170–200 calls daily.

Assisted borrowers over the phone via 3rd party to negotiate repayments.

Helped customers with money management and payment plans. John Parcarey - Senior Trainer

Teleperformance

099********

Jusally Ann Santos - Operations Manager

Optum Global Solutions

(previous supervisor- Teleperformance) 094******** Georgia Velasco - Coach/ Immediate Supervisor

EPERFORMAX

099********

Maribel Dailisan - Coach/ Immediate Supervisor

EPERFORMAX

099********

Jumie Agoy - Trainer/ TL

Concentrix

092********

REFERENCE

Signature:

Jessanel C. Lauglaug

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