Jackelyn Santos

Jackelyn Dizon Rocero-Santos Blk 20 Lot 7 Metroville Subd. Canlalay, Binan Laguna Philippines Email add:-Mobile No: - OBJECTIVE: To pursue a career in business and office management, which would enable me to apply, utilize and enhance my skills for professional growth. Professional Experiences: Outsourced Quality Assured Services Insular Bldg. Filinvest Alabang, Muntinlupa City Jan 23. 2017 – Nov 9,2017 Sales Support Engineer           Account management. Making outbound/prospecting calls to offer our products. Taking inbound calls for customer support. Responsible for accounts receivables. In charge of scheduling. Follow ups for existing schools and possible sales. Responsible for return request, creating return labels and doing follow as to what is the status of the request. Email/chat support. Making sure that all the clients are aware of the updates of the products. Daily and weekly Reporting. Amerix Capital Group/ Easypay Homebase December 2013 – Feb 24, 2017 Asst Manager      Responsible for overall target sales. Giving feed backs to the agents. Training new hires and conducting interviews. Making outbound calls to sell financing/loans to the customers. Making sure that the employees are all calibrated in terms of process/procedures.    Doing leads Generation. Conducting twice a month group meeting for feedbacks and suggestions. Directly reporting to client to present sales target, employee’s work attitude, updates in process (if there are any). Teletech (Telstra) Robinson Sta. Rosa, Laguna Feb 4, 2013 – Nov 22, 2013 TSR/CSR        Assisting customers on basic troubleshooting. Adjust the account/ balance if ever there are any disputes. Leads Generation for the future needs of the customer. Assisting online tools for the customer. Helping customer to understand their bill, also need to know the underlying needs of the customer. Placing an order and cancelling orders for the customer for their new internet connection and also for their landlines. Updating customer acct, such as upgrading or downgrading their plans. Carl’s Jr Restaurant May 11, 2012 – Dec. 2012 Asst. Restaurant Manager/ Big Splash Singapore  Assist in highly visible support role including floor control ensuring FSC conformance, administrative/ program support, crew supervision. Oversee crew training progress, scheduling based on target, regular report on crew incentives. Maintaining continuous exceptional levels of customer service and satisfaction. Develop pricing strategies, balancing firm objectives and customer satisfaction. Formulate, direct and coordinate marketing activities and policies to promote products and services. Upselling products to customers. Verizon Communications Philippines Northgate Cyber zone Plaza Alabang Muntinlupa City June 1 2010 – April 2012 Maintenance Technical Support     Part of the escalation team/ support team. Responsible for Service Level of the account, helping on answering the calls from customers that are trying to report troubles on their service. Creates trouble tickets for customers who have troubles on their circuits, phone number, toll free and domain name. Provides client support and technical issue resolution to our customers globally.     Prepares daily reports with regards to daily service level, total agents head count. Responsible for Bucket Management. Doing chat support to the customers that are inquiring about their trouble tickets. Supports agents who have inquiries/ questions regarding processes. Firstsource Limited Solutions Northgate Cyber zone Plaza Alabang Muntinlupa City July 2008 – Feb 28, 2010 Trainer /Quality Analyst                 Audits an order of the provisioning department. Giving feedback for every error that they made on processing an order. Sending reports weekly, monthly reports regarding the service quality and Training of a specific process. Handles escalations of the clients. Gives training to the newly hired agents/ or cross training. Installing circuits of T1/ DS1 and DS0, designing the loop to be installed to a specific customer. Interacts with different LEC’S. Responsible for the team to meet their SLA. Giving updates to the team for every change on the process. Conducts ongoing assessment of employee training requirements by running TNI workshops. Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre-and post training evaluations. Sources new programs to close gaps in process and soft skills periodically. Understand and implement training SOP/SLA. Gives one on one feedback to the CSA / TL’S based on the research done through order monitoring, jacking and monitoring. Coordinates all logistics related to program delivery. Prepares and circulates weekly reports on gaps identified during order monitoring, and steps taken to close such gaps. Apac Customer Services Inc. Northgate Cyber Zone Plaza Alabang Muntinlupa City November 11, 2005 - January 23, 2008 Customer Service Representative   Inbound Customer Service Handling Medical Insurance Account for US members.          Responsible to give out accurate information or benefit for the patient or to the member. Coordinating with doctors, nurses and doctor’s assistant regarding benefits of each patient. Giving out and interpreting claims status. Interpreting claims dispute and sending an inquiry to CRT Part of the Escalation Team, assisting the representative with regards to escalated calls. Implementing Perfect Service Responsible for ATS edit Responsible for monitoring calls Giving out authorization status for each procedure that needs authorization. Evangelista Medical Hospital Macaria Ave, Pacita Complex San Pedro Laguna January 2005- October 2005 Billing Clerk       Updating the patients bill or account Checking all the requirements for PHILHEALTH Daily monitoring on patients account Handling customer’s concern and inquiries. Advising the Doctor if the patient will be discharged or if the patients asking for a discount. Responsible for accurate billing of the patients, deducting the PHIC discount. Carl’s Jr. – Diversion Foods Inc. DII Bldg. San Vicente San Pedro Laguna November 1999-April 2001 Service Crew – Front of the House/ Cashier and Center Post Trainer      Completed front of the house training First person who interact with the guest Handling customer’s concerns and inquiries. Responsible to train new hire. Giving feedback when it comes to the performance of the new hire. Trainings and Seminars Attended:          Train the Trainer (TTT) – Directory Assistance HIPAA Certified ITIL Version 3 Six Sigma ( Yellow Belt ) Customer Service ( Enrich) Perfect Service Training Insurance Training HR Seminars Great Service Education  AMA Computer College Makati City Bachelor of Science in Computer Science Graduated 2001  Araullo High School U. N Ave, Manila Secondary Education Graduated 1995  ST.Francis Assisi College Las Piñas City Primary Education Graduated 1991 Personal Information:    Date of Birth Weight Civil Status : : : REFERRED BY: Joan Gemarino November 23, 1978 50 kilos Married