JERICK ALLEN M. OSORIO

Phase * Block ** Lot **-** Camella Lipa City Batangas

adrdtx@r.postjobfree.com

Skype: tongski8

+639*********

JOB OBJECTIVES

- To acquire a challenging position that will be an opportunity to render a satisfactory service in the highest standard of the Company through sharing my best attained knowledge and skills

- To be associated with a well-established organization that opens career opportunities in order to enhance my knowledge and further develop my interpersonal skills

- To be able to grow more as a person and as a professional

WORKING EXPERIENCE

Operations Supervisor

Agents Republic

July 2021 - March 2022

-Manage day to day operations.

-Oversee the incoming calls and plot schedule for the agents.

-Communicate with the client once a week to provide a report of how the team did the whole week.

-Checked SLA and built KPIs

-Create a healthy and motivating work environment and atmosphere.

Team Leader

Project-based

3obpo

March 2020 – July 2021

-Undertake training to improve employee’s performance.

-Monitor work to identify issues and track progress.

-Serve as a conduit between the call center management and agents.

-Provide training to newbies and tenured agents.

-Communicate with the client to make sure we are getting the updated SLAs

-Set clear team goals and KPIs

Team Leader

Activated Ministries

March 2019 – March 2020

-Set clear team goals and KPIs

-Delegate tasks and set project deadlines

-Oversee day-to-day team’s operation and performance

-Di regular performance evaluation

-Create a healthy and motivating work environment and atmosphere.

-Develop a well designed and motivating evaluation program

-Facilitate training

Quality Specialist – Certificate in Quantitative Finance

Talent World Group

September 2018 – March 2019

-Monitor the agent's day to day performance

-Listen to recorded and live calls

-Provide coaching and feedback to agents

Senior Customer Support (Plaza Hotel and Casino Las Vegas)

Zephyr Partners

May 2018 – September 2018

-Administering check-ins and check-outs.

-Providing front desk services to guests over the phone.

-Assigning rooms and taking care of administrative duties.

-Processing guest payments.

Assistant Account Manager

iTrak Media

January 2017 – January 2018

The role of the project manager encompasses many activities including:

Planning and Defining Scope

Activity Planning and Sequencing

Resource Planning

Developing Schedules

Time Estimating

Cost Estimating

Developing a Budget

Documentation

Creating Charts and Schedules

Risk Analysis

Managing Risks and Issues

Monitoring and Reporting Progress

Team Leadership

Strategic Influencing

Business Partnering

Working with Vendors

Scalability, Interoperability and Portability Analysis

Controlling Quality

Benefits Realisation

Deep Origins

Success Analyst

October 2015 – October 2017

Answer all queries from the customers using Zendesk and other platforms mainly for chat and email.

-Helps customers to reorder and process replacement orders.

-Process refunds.

Cevas Language Learning Center

Language Instructor

March 2014 – October 2015

Handle a group of students who would like to improve their oral and written English English

Handle a group of students who are reviewing and preparing for their IELTS exam.

Monitors their exam and growth

Foreignteacher.com

Director

February 2013 – August 2014

-Responsible for managing the company's day-to-day business. In doing so, directors owe duties to the company, to its shareholders, and to others dealing with

the company.

UNHOOP PHILIPPINES

Online English Teacher (Home-based) (Part-time)

August 2011 – September 2012

Teaches Japanese students to improve their oral and written English

Gives evaluation after each and every class

Provides feedback and coaching

Nomorerack

Virtual Assistant

Home-based

August 2011 - January 2013

Handles inbound customer service support calls from established customer

Cross sell value added services or products that are offered by the company

Provide consistent, superior service to every customer by utilizing all available tools and resources

Responsible in commitment to reliable delivery and unparalleled client satisfaction and to strengthen customer relationships and maximize customer retention

Provides customer satisfaction which includes complete and consistent information for billing and services that they have for the product

Handles general customer inquiries like account status and product information.

escalated calls and gives voice recognition walkthroughs

AFFILIATED COMPUTER SERVICES a Xerox Company

Team Leader (Health Savings Account)

March 2009 – June 2010

(Pasay City, Manila, Philippines)

Provides efficient customer service in handling every transaction

Answers and responds to incoming calls from employees and former employees. Provides information and resolve any issues pertaining to these calls in a timely, courteous and professional manner

Performs, tracks and logs all transactions performed related to Human Resources and/or Benefits processes.

Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.

TELETECH CUSTOMER CARE

Senior Service Associate (Hewlett Packard Account)

February 2008 – January 2009 (Resigned)

(Lipa City Batangas, Philippines)

Present and sell company products and services to current and potential clients

Identify sales prospects and contact these and other accounts as assigned

Responsible for effectively and professionally servicing customers as specified by the client’s project and in accordance with established policies and procedures

Answers incoming calls and emails promptly and in accordance with established call/email -handling procedures

Performs related work as required and works on special projects, as requested

Interacts with fellow team members to enhance project performance

Working on different Shifts

ADVANCED CONTACT SOLUTIONS, INC.

Customer Service Associate (US Airways Account)

January 2007 – January 2008 (Resigned)

(Lipa City Batangas, Philippines)

Answers incoming calls promptly for Customers who wants to make trip planning, car rentals, seat availability, fare information, schedules and other information relevant to the customer's flight plans

Performs related work as required and works on special projects, as requested

Interacts with fellow team members to enhance project performance

Working on different Shifts

EDUCATION

2013 – 2017 Cap College on Web

A.B. Psychology

2002 – 2004 De La Salle University, Lipa

College in Information Technology (Graduate)

1998 – 2002 Lady Mediatrix Institute

Secondary (Graduate)

SEMINARS & TRAININGS ATTENDED

August 2011 Product Training for Telstra Account

Teleperformance

July 2010 Product Training for Expedia Travel Account

People Support

April 2009 Product Training for Health Savings Account

ACS of the Phils.

March 2009 Accent and Neutralization

ACS of the Phils.

March 2008 Product Specifics Training for Hewlett Packard

Teletech

February 2008 Accent and Conversational English

Teletech

July 2006 Product Specifics Training for an Airline Account

SKILLS & CAPABILITIES

Capable of working independently

Well-developed communication skills

Computer literate

Hardworking, patient and trustworthy

Willing to work under pressure

Accomplishes work efficiently

PERSONAL BACKGROUND

Born on May 18, 1986 in San Pablo City, Laguna, Philippines. Married, 5’7’’ in height, weighs 145 lbs. Fluent in English and Filipino. Interests include listening to music any genre will do, reading books, singing and surfing the net. Quality-oriented, people-oriented and goal-oriented person.

CHARACTER REFERENCE

Available upon request.

Contact this candidate