JADE A. LACAP
I'm Jade Lacap. I had 12 years of extensive experience in
the call center industry. My career as a Customer Service
Representative began in 2007. I started as a
representative and worked my way up to become a Senior
CONTACT
Training Specialist. I also served as a supervisor in one of
the largest BPO companies in the Philippines.
-- Pantal Manaoag Pangasinan, 2430
Philippines
In the last twelve years, I've learned a variety of skills,
including interpersonal, organizational, and
Communication skills and the ability to produce
outstanding results are required. I am a leader with high
standards, and I strive for professionalism when
performing my duties.
SKILLS
Customer Service -We address customer
EDUCATION BACKGROUND
needs to create a positive experience,
including retention
Leadership -We educate and motivate
our people to achieve a shared goal
University of Pangasinan
June 1998 to 2004
Bachelor of Science in Elementary Education
(Undergraduate)
AMA Computer College
Computer Efficient -Learn and operate
various technology. Microsoft Office and
Canva user
Communication Skill - Ability to listen,
write and speak effectively in the English
language
June 2005 to 2006
Nursing Aide
High School
Manaoag National High School
SY:-
Elementary
Manaoag Central School
SY:-
WORK EXPERIENCE
Sutherland Global Services / Customer Service Representative/ (Retail Customer Service for NA)
October 2007 to March 2015
Meets metrics set by the client every month.
Provides quality customer service on every call.
Helps customers in placing orders and in updating their information in Amazon database.
Contributes to team effort by accomplishing related results as needed
Sutherland Global Services / Sr. Training Specialist/ (Product Trainer for North America, UK, and
Australia Program)
March 2015 to February 2019
Coordinate and conduct small group and individual training sessions based on staff and organizational
learning needs.
Lead learning enhancement classes to improve sales knowledge and people skills for workplace success and
advancement.
Routinely evaluate business training needs and adjust staff development and educational programs.
Conduct ongoing needs analysis leveraging customer feedback, field interactions, and subject-matterexpertise to adjust learning strategy and curriculum.
Develop and manage tracking and reporting progress on training progress
Sutherland Global Services/ Acting Associate Manager / (Retail Customer Service for North America
and Technical Support for US, UK and AU)
February 2019 to March 2020
Establishes and implements performance and service standards.
Develops and implements operational improvements.
Ensures productivity meets or exceeds service and quality standards
Assesses and analyzes team performance. Identifies performance gaps and provides feedback and coaching
Provides guidance, leadership, and motivation to promote maximum performance.
Assists in training new employees, ensuring ongoing training is effective.
Measures service levels and tracking systems for program improvement.
Analyzes and resolves customer service escalations
Administers company personnel policies in all areas and follows company staffing standards and training
recommendations.
Maintains adherence in areas such as attendance, punctuality, use of time-off
UPWORK PLATFORM/ CRI GENETICS Customer Service
December 2022 to July 2022
• Phones, Email and Chat customer service
REFERENCE
Mark Anthony Felix
Manager
Sutherland Global Services-
ph-
