Jane Arla Go

Jane Arla Go 10C Rosalina Village, Banawa, Cebu City, Cebu, 6000, Philippines - - SUMMARY      Over 10 years of providing excellent customer service in the Business Process Outsourcing (BPO) industry. Highly organized and independent; able to effectively coordinate tasks to accomplish projects with timeliness and creativity. Creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic. Demonstrate leadership ability and able to motivate others to accomplish goals. Positive attitude and eager to take on new experiences. EDUCATION Xavier University (Ateneo de Cagayan) Bachelor of Arts in International Studies Undergraduate Cagayan de Oro City, Philippines 1998 – 2003 Capitol University Secondary Education Graduate Cagayan de Oro City, Philippines 1994 – 1998 Holy Trinity Montessori School Primary Education Graduate Cagayan de Oro City, Philippines 1988 – 1994 PROFESSIONAL EXPERIENCE Outbounders.com Operations Manager              Cebu City, Philippines November 2018 – Present = Maintain office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions. Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records (if and when needed) Maintain office efficiency by planning and implementing office systems, layouts, and equipment procurement. Designs and implements office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments if need be. Completes operational requirements by scheduling and assigning employees; following up on work results. Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends. Maintain office staff by recruiting, selecting, orienting, and training employees. Maintain office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, internship and appraising job results. Contribute to team effort by accomplishing client related results as needed. Improve over-all attendance (Acceptable mark is 96% per standards of HR Unit) QA Department initiatives which will not limit to power hour Address Operational Concerns/Issues on a timely manner Work with Campaign managers, SQA, PLC to accomplish Operational deliverables Outbounders.com Client Services Manager Inbound & Outbound Verticals     Cebu City, Philippines October 2017 – November 2018 Guide clients through the onboarding process and act as liaison between the client and the company. Reduce churn by ensuring the needs of our clients are satisfied and they remain happy clients for years to come. Answer client calls. Become the reliable point of contact for each client and establish a strong long term business relationship.    Provide continued training support as clients leverage additional system functionality. Running and verifying client specific reports and filter results with a high attention to detail. Facilitate training for new accounts/campaigns. Outbounders.com Project Launch Coordinator Inbound & Outbound Verticals          Ensuring all tasks involved in account launch are completed to time-line and to company standard. Identify areas of improvement and implement change initiatives. Ensure that goals or objectives are accomplished within prescribed time, cost and key performance indicators. Spearhead launching of campaigns/accounts. Communicate with management team and clients in a timely manner to address urgent concerns. Organizing all project launch documents within an effective and easily accessible system. Working with Project Launch head to develop effective and accurate Developing reports and materials necessary for project communication for campaigns being launched. Make sure that the team meets all quality standards, client requirements during project development and launch phases. Outbounders.com Team Leader Inbound & Outbound Verticals            Cagayan de Oro City, Philippines April 2010 - November 2010 Made outbound customer calls to promote and sell a product or service. Created and updated a database of customers with complete information and emails. Referred customers’ needs or inquiries to appropriate departments like sales, marketing, administrative or other departments. Sykes Asia Technical Support Representative US Internet Service Provider   Cebu City, Philippines November 2010 - April 2015 Provided basic customer support related to a major telecommunications company in the United States, including handling billing inquiries, payments, technical support inquiries and account retention. Managed customer interactions professionally and efficiently. Effectively addressed customer questions, complaints and concerns within the scope of responsibility. Remained current and knowledgeable on every aspect of supported product. Accurately documented customer account records based on actions taken. Fulfill work schedules as required. A7 Tech Data Center Outbound Sales Agent    Cebu City, Philippines April 2015 – December 2015 = Monitor, manage, and seek to continually improve agent performance. Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes Ensure team and individual KPIs and targets are achieved on a weekly and monthly basis. Report and update management on the status of Key Performance Indicators (KPIs) e.g. sales vs. target updates, response time and efficiency of the team. Convergys Philippines Inc. Customer Service Associate US Telecommunications Account  Cebu City, Philippines December 2015 – October 2017 = Cebu City, Philippines December 2008 – March 2009 Worked with customers to identify computer problems and advising on the solution. Walked customers through the process of installing software on their computers and starting up the program for the first time. Helped customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem. Referred difficult cases to a senior analyst or support tech. PeopleSupport Philippines Inc. Subject Matter Expert US Travel Account Cebu City, Philippines April 2005 – June 2008      Handled escalated inbound calls from all centers in support of customer needs through call center queue. Diffused angry customers and assured great customer service. Aided fellow agents on company procedures and policies. Created uniquely engaging service interactions with travelling customers through calls and emails. Applied creative problem solving techniques when responding to customer questions and/or concerns (flights, hotel and car bookings) and served as a balanced advocate for both the customer and the company. PhilamLife Insurance Unit Secretary     Cagayan de Oro City, Philippines November 2003 – March 2005 Answered telephone calls and give information to callers, take messages, or transfer calls to appropriate individuals. Completed forms in accordance with company procedures. Greeted visitors and callers, handled their inquiries, and directed them to the appropriate persons according to their needs. Collected and disbursed funds from cash accounts, and keep records of collections and disbursements. SKILLS/ABILITIES AND KNOWLEDGE               Proficiency with PCs, Microsoft Office Suite and Google Online documents Knowledge in Global Distribution Systems (Apollo, Worldspan, Shares, Sabre and Galileo) Excellent communication both written and verbal Analytical Thinking Decision Making Interpersonal Relations Project Management Management Skills Planning and Organization Flexibility Knowledge in Vicidial, CallTools, Zoiper, XLite and EyeBeam Knowledge in using project management systems like Basecamp Experience using Time Doctor Experience in using Freshdesk, Zendesk, and Salesforce