Jamella Garcia

JAMELLA T. GARCIA 101 Purok 2, Pandacaqui, Mexico, Pampanga 2021 - - WORK EXPERIENCE • • • • • • • • • • • • 51TALK , WWW.51TALK.COM Home-based Online English Teacher, September 2017 - Present Teach the English language to Chinese students online and evaluate their performance based on set guidelines Prepare and study the teaching materials before the lesson starts Conduct one-on-one video lessons with students within the prescribed time Provide corrective feedback and ensure that the students understand each lesson Create a lesson memo with the necessary feedback about the topics discussed MADISON SHOPPING PLAZA INC., THE SM STORE – SM CITY PAMPANGA Counter/Checking Supervisor, July 2012 – March 2018 Run the day-to-day activities of the department Monitor attendance of rank & file counter employees & manage absences by re-assigning staff (manage plantilla, leaves, issue violation reports) Manage the operating budget of the department by ordering the right number of supplies, monitoring use & safekeeping of extra items Inspect completeness & ensure that counter equipment & peripherals are in good working condition; ensure serial number & correctness of items for pull out Inform counter team of new processes, procedures & promotions; assist during transaction processing when “Manager/Supervisor” function is required Ensure completeness of document turnover per checker for proper endorsement to accounting for auditing Generate & check the Operator Turnover Report (OTR) per cashier to establish overage/shortage incurred by each cashier SUTHERLAND GLOBAL SERVICES, INC., CLARK FREEPORT ZONE, CLARK, PAMPANGA Senior Specialist – Quality, July 2011 – May 2012 • Achieves daily/weekly/monthly quality monitor goals in accordance with the account specified goals • Ensures adherence to client standards and recommends/develops action plans/process improvements, if necessary to contain and correct quality problem • Prepares Quality and Customer Satisfaction reports and communicate findings to operations and support groups regarding Quality improvements • Conducts huddle sessions with consultants • • • • Quality Assurance Analyst, December 2009 – July 2011 Monitors calls as per guidelines and schedule Provides feedback to consultants, Team Managers and Trainers Analyzes data as required by the program Attends calibration and call listening sessions with international clients • Customer Service Representative, November 2008 – December 2009 Explains the features and benefits of the service. Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations. Attracts potential customers by answering product and service questions. • • • GRAND FOOD HAVEN, JOLLIBEE – JENRA MALL, ANGELES CITY Service Crew, April 2005 – July 2006 Clean and organize eating, service, and kitchen areas. Remove trays and stack dishes for return to kitchen after meals are finished. Place food servings on plates or trays according to orders or instructions. • • EDUCATION HOLY ANGEL UNIVERSITY, ANGELES CITY, PAMPANGA BS in Business Administration Major in Accounting Graduated 2009 ADDITIONAL SKILLS • • • • • • • • • Excellent English written and oral communication skills Experienced in dealing with different level of management and international clients Advanced experience Customer Service Skills Advanced expertise in Microsoft Office Programs Intermediate proficiency in Open Office and Lotus Notes Above average computer skills Coaching Skills Multi-tasking Typing skills of 40+ wpm WORKSHOP/TRAINING PERFORMANCE COACHING, THE SM STORE – SM CITY CLARK April 15, 2015 EFFECTIVE PERFORMANCE REVIEW AND APPRAISAL, THE SM STORE – SM CITY PAMPANGA January 13, 2013 COACHING WORKSHOP, SUTHERLAND GLOBAL SERVICES, INC., CLARK FREEPORT ZONE February 09, 2011 TIME MANAGEMENT TRAINING, SUTHERLAND GLOBAL SERVICES, INC., CLARK FREEPORT ZONE October 05, 2010 QUALITY LITETRACK, SUTHERLAND GLOBAL SERVICES, INC., CLARK FREEPORT ZONE September 03, 2010 FINISHING COURSE FOR CALL CENTER AGENT, Accredited by TESDA, SUTHERLAND GLOBAL SERVICES, INC., CLARK FREEPORT ZONE September 03, 2010