Jasper John L. Arellano
Mobile No.: -
Email:-
Objective:
To be able to work in your prestigious company and
participate in offering quality performance for the
improvement of your service to your clients.
Summary of
Qualifications:
Highly dependable, trustworthy, excellent ability
to work under pressure and with good interpersonal
Skills. I have the passion and willingness to share myself in
helping others. I am in search for a meaningful personal
growth and willing to undergo training programs, seminars
and work on a full time basis.
Job Experience:
Account Manager / Customer Support Manager
Upwork
October 2015 – present
Implement team goals or objectives
Remotely supervise, train or guide team members
Maintains and improves support center operations by monitoring
system performance; identifying and resolving problems; preparing and
completing action plans; completing system audits and analyses;
managing system and process improvement and quality assurance
programs
Monitoring random calls to improve quality, minimize errors and track
operative performance
Delegate and allocate responsibilities efficiently to manage projects end
to end
Setting and meeting performance targets for speed, efficiency, sales
and quality
Ensuring all relevant communications, records and data are updated
and recorded
Jr. Managing Principal (Account Manager)
Leads R Us
Enterprise Bldg. Makati City
May 2014 – October 2015
Strategic guidance to the Operations Team on achieving performance
metrics
Strategic guidance to the Operations Team on achieving Quality
metrics
End to end deployment of Operations function in assigned projects
Contribute to the development of short and long-term Strategic
Business goals
Improve efficiency and drive effective matrix
Data Analysis and problem solving
Micro fixation planning to the team members
Taking timely team briefings for the Team Leaders and Quality Analyst
to share the best practices and process updates
Coordinate with internal team and clients for their requirements,
formatting issues, quality concerns, etc
Assistant Manager Customer Service / Technical support / Financial
IBM Global Process Services
UP Ayala Technohub, Commonwealth Ave. Quezon City
October 2007- July 2012
Supervising 2 teams composed of 24 Agents and 1 SME
Focuses in delivering positive customer service / experience according
to clients standards Monitor SLA
Develop team’s customer service capabilities
Monitor and evaluates metrics
Identify required actions necessary to achieve service level and quality
targets, maximize first call resolution and minimize customer
complaints, transfer and escalation.
Handles customer escalations issues.
Conduct formal employee performance reviews, establish development
plans and appropriate disciplinary actions, and terminations.
Ensure proper training of agents for all new and existing products,
tools, offering and processing leverage available internal resources.
Subject matter Expert Customer Service / Technical support
IBM-DAKSH Business Process Service Phil.
30th floor PBCOM Towers Ayala Ave., Makati City
September 2006- October 2007
Handled a team of 18 agents
Monitor overall assessment of agents
Issue of necessary disciplinary actions
Coaching and feed back
Develop all agents through skills assessment, call monitoring, coaching,
feed back and role modeling both for current position and future career.
Customer Care Specialist / Technical support
IBM-DAKSH Business Process Service Phil.
30th floor PBCOM Towers Ayala Ave., Makati City
February 2006- September 2006
Data Collection – accurate collection of information; information is
consistent
Handles reported adverse reaction and serious quality issues.
Responds to inquiries of technical nature.
Uses tact and judgment in communicating, particularly with, angry or
frustrated consumers.
Investigates and clarifies consumer comments, questions, and concerns
using active listening and probing skills.
Meets telephone productivity standards
Technical Support Agent
Customer Contact Center / Source 1 Asia / HTMT
#86 E. Rodriguez Jr. Ave., Brgy. Ugong Norte, Quezon City
November 2003 – February 2006
Data Collection – accurate collection of information; information is
consistent
Handles reported adverse reaction and serious quality issues.
Responds to inquiries of technical nature.
Uses tact and judgment in communicating, particularly with, angry or
frustrated consumers.
Investigates and clarifies consumer comments, questions, and concerns
using active listening and probing skills
Meets telephone productivity standards
Educational Attainment:
Bachelor of Science in Computer Engineering- University of San Agustin Iloilo City, Philippines- Secondary Angelicum School of Iloilo City, Philippines- Elementary Lourdes School of Quezon City, Philippines.
Seminars Attended:
Leading for Result
Six Sigma ODSS
Coaching and Feedback
6 Thinking Hats
Basic Quality Training
Team Lead 101
Managing performance
IBM DAKSH
IBM DAKSH
IBM DAKSH
IBM DAKSH
IBM DAKSH
IBM DAKSH
IBM DAKSH
Web development
December 17, 2002
Iloilo City
E-Commerce - “The Easiest Way To Do Business”
March 8, 2003
Iloilo City
