Jacqueline Marie Encinas

JACQUELINE MARIE T. ENCINAS Del Carmen ٠ Sañgay, Camarines Sur - ; - ٠- OBJECTIVE Obtain a position as a team player in a people-oriented organization where I can maximize my customer service experience, strong communication skills, and my ability to work well with people in a challenging environment to achieve the corporate goals. SKILLS SUMMARY More than 6 years experience in a BPO industry providing both customer service and technical support to customers. Experience in handling a team of at least 25 members, driving and motivating them to meet and exceed the goals set. Excellent knowledge in Microsoft Office applications: Microsoft Excel, Microsoft Word, Microsoft Publisher, Computer Animation Excellent knowledge in Internet Tools: Email, Search Engines Excellent oral and written communications Able to work in a busy, fast moving and target driven production environment. WORK EXPERIENCE Stellar Philippines Inc Jetstar Flights - Team Leader August 2014 – August 2017 RESPONSIBILITIES Facilitate real time coaching and performance management Develops strategies and conceptualize action plans to maintain/exceed team and individual performances Monitor team/individual performances and provide sales training if needed Take escalation calls Manage the flow of day-to day operations including handling adhoc tasks, daily operation huddles and client based meetings and engagements Submit daily and weekly reports ACHIEVEMENTS Consistently manage to meet/exceed target goals Top Team Leader for 3 consecutive quarters Consistently maintained top spot for Sales conversion and manage to get top awards for the individual and team performances Sutherland Global Services Intuit TurboTax - Team Manager Apprentice November 2013 – May 2014 RESPONSIBILITIES Facilitate real time coaching and performance management through Iroz Develops strategies and conceptualize action plans to maintain/exceed team and individual performances Monitor team/individual performances and provide product or sales training if needed Take escalation calls Manage the flow of day-to day operations including handling adhoc tasks, daily operation huddles and client based meetings and engagements Submit daily and weekly reports Sutherland Global Services Intuit TurboTax - Senior Consultant May 2013 – October 2013 RESPONSIBILITIES Take escalation calls Assist agents in resolving caller’s concern Submit daily and weekly reports Sutherland Global Services Intuit TurboTax-Team Manager Apprentice November 2012 – April 2013 RESPONSIBILITIES Facilitate real time coaching and performance management through Iroz Develops strategies and conceptualize action plans to maintain/exceed team and individual performances Monitor team/individual performances and provide product or sales training if needed Take escalation calls Manage the flow of day-to day operations including handling adhoc tasks, daily operation huddles and client based meetings and engagements Submit daily and weekly reports Sutherland Global Services Intuit TurboTax - Senior Consultant May 2012 – October 2012 RESPONSIBILITIES Take escalation calls Assist agents in resolving caller’s concern Submit daily and weekly reports Sutherland Global Services Intuit TurboTax - Tier 2 Consultant December 2011 – April 2012 RESPONSIBILITIES Take escalation calls Assist agents in resolving caller’s concern Discussed updates to assigned cluster and conduct spot check to agents who attended the discussions Submit daily and weekly reports to agent’s respective Team leader and cluster head to monitor the agent’s performance Sutherland Global Services Intuit TurboTax-Tier 1 Consultant September 2011 – December 2011 RESPONSIBILITIES Take in calls and validate user’s software purchase, online subscription renewals and making sure they will purchase the most suitable software for the customer by asking the right questions Assist users in tracking their software deliveries, making online account or processing refund for the software if necessary in line with the software terms and conditions Sutherland Global Services Borders-Resolution Specialist December 2010 – September 2011 RESPONSIBILITIES Take escalation calls Assist agents in resolving the callers concern Submit daily reports on team’s performance Conduct side by side audit on agent’s calls then help them on their opportunities foe excellent customer service Sutherland Global Services Borders-Consultant November 2010 – December 2010 RESPONSIBILITIES Taking calls and assist callers in purchasing books, processing refund and managing their respective accounts. Answering customer’s questions regarding product specifics through email. EDUCATION Naga College Foundation Bachelor of Science in Nursing- Ateneo de Naga University Bachelor of Science in Information Management- Sta. Clara College Secondary Level (1st-4th year- Sta. Clara College Elementary Level (Grades- St. Joseph School Elementary Level (Grades- REFERENCES Marabini Bambico Subject Matter Expert Sutherland Global Services- Sheila Pineda Account Manager Sutherland Global Services-