Barbara C. Clemente

Barbara Cejas Clemente Kuala Lumpur, Malaysia Phone number: - Value Statement: Committed to serve the clients with the best customer service through the array of endless positivity. Always maintains exceeding expectations professionally all throughout the team. Flexible and embraces change as well as having the enthusiasm and the right mindset are the best assets to go on a long way with the clients in creating business empires. Summary of Qualifications: 1. As a Helpdesk Manager for 5 years working remotely, I am able to manage my team and evaluate their performance according to the client’s standards. I make sure that customer service is timely and accurate on a daily basis by always monitoring our ticketing tool so Service Level Agreement is met and contribute to improving customer support by actively responding to queries and handling complaints. I also establish best practices through the entire support help desk team and making sure that our tickets are answered and resolved timely and encourage the team to always make a follow up with the customers before putting the ticket to close just to make sure that an extremely satisfied survey is received and to also identity areas for improvement. I prepare daily, weekly, monthly and quarterly reports on the help desk’s team productivity and provide feedback to my team and across different departments. I also make sure to attend our managers meeting on a weekly basis. I train new support staff as well. 2.As a trainer, I am able to successfully deliver the topic in the class in a timely manner and able to let the participants speak up and to make sure that learning are gained. 3.As a teacher, I am able to shape lives of students and to transfer my knowledge to them and at the same time maintaining my management and leadership skills. 4.As a real estate agent, I am able to listen and cater my client’s needs and give them the best customer service I have. 5.As a Customer Service Representative/ Technical Support, I am able to provide first hand assistance and making sure that first call resolution is observed. Educational Background: Graduated: 2003 University: Cebu Normal University Major: Bachelor of Arts in Literature With 18 Units in Masters of Arts in English Literature Professional Experience: 29/03/2018 to present Virtual Professional • • • • • • • Helpdesk Manager Making sure that tickets are solved within the time set for by our Service Level Agreement on first response and resolution time. Answering to emails, chat widgets and making and receiving inbound and outbound calls. Onboard new real estate agents and making sure they have all access to the sites and tools that they need. Making Daily and Weekly reports. Trains new staff on ticket handling and ticket management. Attends client meetings on a weekly basis. 06/2017 to 05/2019 Senior High School Faculty Performing Arts Mentor Professional Trainer of teachers and school heads • • • • Teaches Senior high school students in various subjects Coaches/Mentors students from Preschoolers to High school by developing their talents and skill through Theater and Performing Arts. Directs a quality play that reflects the problem of the society. Provides training to teachers on various topics 03/2014 to 08/2017 Accenture Philippines Network Data Analyst Cultural Connection 360 Trainer across Accenture sites • • • • Provide cultural connection trainings across different Accenture sites. Assess and repair network connections from US based clients Answer inbound calls and make outbound calls as well Project Ambassadress making sure that employees are practicing work, life balance. 01/2013 to 11/2013 Convergys Philippines Customer Service Representative • Answer inbound calls from clients and US based customers. • Does upselling to existing customers. • Processes payment and payment arrangement. • Provide first hand technical assistants to customers 03/2011 to 01/2013 Talisay City College College Faculty • • Teaches English and Literature and other subjects to college students Teach Performing arts 03/2009 to 03/2011 E-lamp Incorporated • • • • Teaches English to Korean and Japanese students Team lead and making sure that my teachers are well equipped with the tools and all learning materials Provides training to newbies. Making weekly and monthly reports 03/2004 to 8/2005 Cebu Homebuilders Customer Service Representative Customer Care Supervisor • • • Provides excellent customer service Provides up training to all employees to keep them updated on our products Resolves customer complaints making sure to get total satisfaction from them 3/2003 to 4/2004 Monterey School of Learning Preschool Teacher • Teach preschoolers.