Gerlyn Noela P. Velarde

#*** ****** ****, ****

Christian St. Kingspoint Subd.,

Bagbag, Novaliches, Q.C.

Cp No. 095********

Email add: adlxlk@r.postjobfree.com

OBJECTIVE:

To obtain a position that will enable me to use my experience in customer relationship and management skills to improve customer satisfaction. ELIGIBILITY : Career Service Professional

Exam No. 242027 dated October 17,

2004 Baguio City

EDUCATIONAL ATTAINMENT

College

BS COMMERCE MAJOR IN MANAGEMENT

University of Baguio, Baguio

City March 2005

PROFESSIONAL EXPERIENCE AND PRIMARY RESPONSIBILITIES Customer Service Manager : Gigahertz Computer Systems October 2020 – Present

Work Description:

Overall In-Charge of the daily operations of Customer Service Department. Create and oversee the achievement and maintenance of the departmental OKR (Objectives and Key Results).

Identify and address Customer Service personnel training and coaching needs. Monitor accuracy of reporting and analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability. Handle complex and escalated customer service issues. Coordinate and manage customer service projects and initiatives. Customer Operations Manager : Travel Book Philippines, Inc. April 2019 – July 2020

Work Description:

Introduce new process improvement measures in the Customer Service team in terms of coaching and training. This is aimed at building human resource capacities and responsiveness of the Team members to address future demands.

Improve reports of the Team by creating a monitoring dashboard to help the GM's office in determining the next priority projects to improve customer experience. Evaluations and Monitoring of the Business - Ensure that the team will be able to contribute to achieving the Company's conversion rate target.

Prepare the Team to be responsive and collaborative with other departments in the roll-out and operation of any company project.

Business Improvement Supervisor : Travel Book Philippines, Inc. February 2018 – March 2019

Work Description:

Business process understanding – Understand the process of the Company and collaborate with other departments in identifying any problem and implement a process to address them. Project Management and Output Delivery - Implement a project within the set deadline and measure the risk/impact to the company.

Customer Operations Supervisor : Travel Book Philippines, Inc. March 2013 – January 2018

Work Description:

Call Center Management - Ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets. Sales and Aftersales Support – Take ownership and responsibility for all inquiries presented to the Customer Service Centre, identify customer needs, and ensure that a high quality of service is delivered at all times.

Customer Service Assistant : ABENSON Ventures Inc. March 2006 – 2013

Work Description:

Handle escalated customer complaints from branches (Abenson, Electroworld, Homeplus, Waltermart). VIP Account Handler – Assist customer requests from Corporate Accounts. In charge of the Mystery Shopping program of Abenson Group of Companies (Abenson, Electroworld, Homeplus, Waltermart).

Responsible for the issuance of Service Slips (for conformance and non-conformance of the Company's standards).

TRAININGS

Handling Sales Objections – July 3, 2020

How to Build a Team: Leadership Styles Across Generations – July 2, 2020

Handling Sales Objections – July 3, 2020

Business Management Training

Supervisory Development Program – Planning, Leading, Organizing and Controlling

Personal Effectiveness

Effective Communication

Professionalism and Self-Management

REFERENCES

1. John Ray Lomugdang

Chief Media Officer - RxR Capital Pte.

Ltd. 091********

adlxlk@r.postjobfree.com

2. Rochelle Ibanez

Head of Operations – Travel Book

Philippines, Inc. 097********

APPLICANT’S STATEMENT

I, Gerlyn Noela P. Velarde attest to the truthfulness of all the information declared above to the best of my knowledge. I am willing to submit myself for an interview for further clarification or verification that you may require.

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