Chershey Jamandre
Knowledge Management Coordinator | Virtual
Assistant | Customer Service Representative
Block 8 Lot 12 Phase 3a Palmera Springs
Caloocan City, Metro Manila 1400
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SKILLS
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SalesForce, Google Applications, Microsoft Applications
Video Editing using KineMaster and Filmora 9
Graphic Design using Canva, Phonto and PicsArt
Internet Savvy
Good typing speed (40 words per minute)
Proficient in the English language
EXPERIENCE
RealPage Inc., Philippines- Knowledge Management
Coordinator
March 2018- February 2019
● Evolving and managing the Product Support knowledgebase
● Ensure that the knowledgebase is properly updated and utilized
via the KCS workflow
● Establish standards for the workflow and completion of KMS
articles
● Verify that the structure and content of the knowledgebase are
designed to ensure the delivery of great customer experiences
● Verify that old and unused content is removed from the
knowledgebase.
● Reviewing and maintaining content published externally from the
Support knowledgebase
● Assists in the development and delivery of training to ensure that
Agents are familiar with usage of the KMS and the KCS workflow
● Manage the KCS Coaching team and coaching process across
multiple locations
● Identify, train, and coach individuals that will become KCS
Coaches.
● Act as a KCS Coach as needed
● Analyzes weekly knowledge scores and works with the
Management team / QA team / Coaching team / and Training
team to constantly improve agent knowledge and performance.
● Review and prioritize projects to ensure the timely completion
and accuracy of information.
● Consistently meets or exceeds set deadlines
● Identify problems and handle difficult employee situations
● Provide regular feedback to manager on related issues
● Report, track and resolve process problems
RealPage Inc., Philippines- Product Support Specialist
February 2017 - February 2018
Full-time on phone support of RealPage products
Accurately document and record issues within the CRM tool
Provide a high first call resolution rate for client issues
Achieve or exceed minimum service level requirements set forth
by management
● Gain ‘Skills Certification’ in assigned product support areas
● Perform administrative duties as required
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UnitedHealth Group, Philippines- Associate Customer
Specialist
August 2015 - February 2016
● Interact with customers gathering support data to ensure invoice
accuracy and also work through specific billing discrepancies
● Provide input to policies, systems, methods, and procedures for
the effective management and control of the premium billing
function
● Educate customers regarding the availability of receiving
payments through online applications
● Monitor outstanding balances and take appropriate actions to
ensure clients pay as billed.
● Manage the preparation of invoices and complete reconciliation
of billing with accounts receivables
● Quality assurance and audit of billing activities
Teleperformance, Philippines- Technical Support
Representative
December 2013 - September 2014
● Diagnose and resolve technical issues concerning phone,
internet connectivity, IPTV, hardware, software, email account
activation and website navigation
● Assist customer in updating account, product requests and other
services by gathering information to evaluate and analyze
● Responsible for scheduling technician on-site repairs and
communication with the technical team
Collective Solution, Philippines- Customer Service Agent
November 2012 - June 2013
● Maintaining high level world-class customer
service/professionalism to a wide range of customers
● Gather information, researches/resolves inquiries and logs
customer calls
● Communicate appropriate options for resolution in a timely
manner
● Follow up with customers to ensure their needs and
expectations are satisfied and promises are kept
● Exhibit product knowledge while delivering information in a
positive and articulate way
● Ability to display empathy and personalization with each
customer interaction
● Ability to multitask- typical tasks involve account research,
functions on screen and remaining engaged with customers
EDUCATION
New Era University, Philippines- BSBA- Marketing
June 2009- April 2013
Bachelor of Science in Business Administration Major in Marketing
AWARDS
● KCS Licensed at RealPage Inc.
● KCS Coach at RealPage Inc.
● Top Agent at Collective Solutions for the months of February,
March and June 2013.
● Academic Scholar at New Era University for the academic school
year-
