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Jackeline Guzman Timbol
Professional experience
September 15, 2014-April 10, 2017 Sutherland Global Services, Philippines Inc. (9 years)
Team Manager-Service Delivery
Develop and maintain skills and knowledge of the team, acting a role model and focused on the team in achieving operational excellence
Plan and monitor staff performance
Dedicated to the delivery of high quality customer service, ensuring positive outcomes for our customers
Track / Manage team attendance
Manage Customer Service Consultants to achieve their KPIs, mentoring, coaching and training the team
Help manage efficient daily operations, quality assurance and service delivery, providing timely and accurate reports for managers
Involve in implementing new processes, handling complaint resolution and escalation
Monitor adherence to company / account policies / house rules
Work closely with other Team Leaders to be able to achieve our common goal. Supervise the day-to-day operation
Consistently monitor staff levels and liaise with management regarding any adjustments required
Liaise with other Team Leaders to ensure a consistent approach to management of call center Customer Service Representatives and procedures
Conduct team meetings and huddles for information dissemination
Resolve / process escalated issues
Attend calibration sessions between Quality and Service Delivery
Consistently check and manage service level to meet/ exceed account metrics even if Account Manager is not available
Participate in the recruitment process for additional staffing purposes
Assist in the management staff rosters to meet anticipated business requirements to the agreed standards. Maintain published roster records
April 19, 2011 – September 14, 2014 Sutherland Global Services
Reporting Analyst
Prepare scheduled and ad hoc reports accurately and on time, in compliance with the SLA. Continuously strive to satisfy and delight customers
Follow documented procedures so that reports are delivered consistently and correctly. Maintain process documentation so that it is clear, complete and up-to-date
Use service request management tools appropriately to record work activities. Review work for accuracy and completeness. Manage workload, prioritizing tasks to meet
December 21, 2009 –April 18, 2011 Sutherland Global Services
Real Time Analyst/Call Center Operations Desk
Manages Floor Operations/work closely with the operational and service delivery team
Utilize relationships to ensure that product implementation schedules are met
Involved in monitoring adherence for transaction queues of voice based inbound programs based on the arrival patterns and staffing capacity with a view to optimizing manpower utilization and thereby improving productivity of Service Delivery
The primary responsibility of this position is to maximize my respective account’s resources in order to meet established service level objectives and support the management
March 03, 2008 –December 20, 2009 Sutherland Global Services Philippines, Inc
Financial Service Representative
Handled inbound calls and make sure that customers’ issues are resolved during that first call
Help the team improved by sharing my best practices
May 8, 2006 - Dec 1, 2007 West Contact Services, Philippines
Financial Service Representative
Professionally and courteously handles inbound sales and customer service calls
Ensures callers are turned into customers and retains them as members of our financial services
Researches and investigates customer issues and serves their needs as appropriate
Handles applicants/members data and processes sales
Sep 15, 1998 - Mar 31, 2003 Siemens, Inc
Department Secretary/Admin. Assistant
Handling of fleet management including car repair and maintenance; insurance and accident claims monthly gas consumption and deed of sale for sold cars
Administrator for building and office management responsible for verification, checking and timely payment of all administrative expenses such as power, water, communication, janitorial, messenger, office rentals, security payments and all other building utilities rentals and payments
Responsible for the strategic deployment of courier and janitorial services personnel
Ensuring the upkeep and maintenance of office facilities and reported any required repairs and maintenance to building administrator
Point person for visitors’ information, hotel accommodation, travel documentation and booking
Petty cash custodian for adhoc administrative expenses and reimbursement thereof
Feb 7, 1997 - Apr 15, 1998 Allen Bradley, Philippines
Company Secretary/Telephone Operator
Courteous handling and screening of all telephone calls to be transferred and directed to appropriate personnel
Point person for visitors and customers seeking information regarding the company
Preparation of business and office correspondences
Preparation of weekly and monthly reports of customers’ outstanding orders
Documenting and following up of all requirements to complete the processing of orders from customers that requires actions from other Allen Bradley offices within and outside the country
Seminars Attended
LEAD Training – Sutherland Global Services
Seven Habits of Highly Effective People Participant
March 25, 2002 - Siemens, Inc.
Time Management Program Participant
February 12 2002 -Siemens, Inc.
The Exceptional Secretary Attendee
25 – 26 April 2000, Success Strategies
Computer Literacy 1995 Attendee
August 04, 1997 - Informatics Philippines
English Skills Training Participant
February 6-10, 2006 - Tele-Development Services, Inc.
Education
- Saint Louis University Tuguegarao City, Cagayan
Bachelor of Science in Commerce –Major in Management
Personal Information
Birth date : April 19, 1974
Gender: Female
Nationality: Filipino
Civil Status: Married
No. of Dependents: 2
Health: Excellent
Current Address: 2545A Opalo Street., San Andress Bukid, Manila
Passport No: EB- /Exp:21 Feb2018
