JESSAMIE SUMALINOG

CONTACT

Tagbilaran, Philippines 6300

094********

adx08x@r.postjobfree.com

Attentive individual offering over a year working as Team Leader in the field of Customer Service. Focused and skilled in employee oversight, mentoring and making process improvements.

Focused Team Leader with experience reviewing team analytics to improve overall product quality. Courteous and cordial with goal to coach and train employees to meet maximum potential.

SKILLS

•Training and development

•Staff appraisals

•Goal development planning

•Task delegation

•KPI management

•Team building coordination

ACCOMPLISHMENTS

•Advanced from Customer Service Representative to a Team Manager quickly as result of leadership role placement and KPI achievements.

•Recognised by management for being the top Team Manager during the launch of a new LOB.

EXPERIENCE

July 2022 to Current

Team Leader TaskUs, Tagbilaran, Philippines

•Developed open and professional relationships with team members to facilitate effective issue resolution.

•Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.

•Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.

•Directed and managed operations of 11 staff in fast-paced environment.

August 2020 to November 2022

Point of Escalalations/Retention IBEX Global, Tagbilaran, Philippines

•Collaborated with team members to achieve target results.

•Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency.

•Handled customer concerns and escalated major issues to supervisor.

March 2021 to July 2022

Team Manager IBEX Global, Tagbilaran, Philippines

•Inspired and managed teams in operational improvement, increasing motivation and productivity.

•Managed and mentored team of 22-25 to continuously deliver exceptional service.

•Monitored team performance, ensuring compliance with guidelines and regulations.

•Completed probationary reviews according to company policy.

•Built and maintained relationships with team, increasing motivation and team spirit.

•Managed team of over 22-25 direct reports by offering support and constructive feedback.

November 2020 to February 2021

Subject Matter Expert IBEX Global, Tagbilaran, Philippines

•Handled complex problems and issues by understanding root causes and implementing solutions.

•Monitored staff performance and developed improvement plans.

November 2019 to July 2020

Customer Service Representative IBEX Global, Tagbilaran,

Philippines

•Answers customer queries including billing, account status, account management and upselling.

•Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.

•Provided customer support in English.

•Answered over 25 inbound chats per day, directing customers to designated individuals or departments for timely resolution.

•Addressed customer service enquiries quickly and accurately.

•Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.

EDUCATION

2015

Bachelor of Business Administration Business Administation University of Cebu, Cebu City, CEB

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