Jaye Delos Santos

Jaye Delos Santos Santa Rosa City, Laguna, Philippines Mobile: - Linkedin: https://www.linkedin.com/in/jaye-delos-santos-/ Email:- Professional Summary Competent well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Proficient Customer service thrives setting up and maintaining stations, training users and supporting pivotal process improvements systems and software. Well-versed knowledge of up-to-date business practices. Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Work History TCL ONLINE SERVICES INCORPORATED September 14, 2020- Present Northgate Cyberzone, Filinvest Alabang Muntinlupa City Philippines1770 Technical Support Representative            Receiving inbound calls identifying hardware and software solutions. Troubleshooting technical issues with their TCL hardware peripherals Diagnosing and repairing faults Assisting all TCL consumers with all inquiries regarding TCL products Speaking to customers to quickly get to the root of their problem Processing warranty claims for customers with defective TCL products Documenting to provide timely and accurate customer feedback thru CRM tools Following up with customers thru outbound calls to ensure the issue is resolved Testing and evaluating new technologies Supporting the roll-out of new applications Providing support in the form of procedural documentation Princess Loraine’s Garments Subcontracting Services June 2016 – January 2020 M.H Del Pilar St. Palatiw, Pasig City Operations Manager  Make important policy, planning and strategy decision  Develop, implement and review operational policies and procedures  Oversee budgeting, reporting, planning and auditing  Identify and address problems and opportunities to the company  Support worker communication with management  Ensures quality are met for the clients satisfaction  Assist HR with recruitment if necessary  Provide inspired leadership for the organization.  Meet or exceed operations labor budget expectations.  Establish contracts and pricing and ensuring proper maintenance and serving as primary liaison with utilities and local government agencies, such as fire, health and safety agencies. Emerald Screening and Research Services June 2015 – June 2016 Madrigal Business Park, Alabang, Muntinlupa City Operations Manager  Manage overall operations and responsible for effective labor, productivity, quality control and safety measures in operations department.  Enhance the operational procedure, systems and principles in the areas of information flow and management.  Carry out supervisory responsibilities in accordance with company’s policies and applicable laws.  Interviewing selection and hiring, training new and existing employees..  Responsible for performance appraisals, addressing employee performance and corrective action plan..  Contribute operations information and recommendations to strategic plans and reviews, prepare and complete action plans.  Implement production, productivity, quality and customer service standards.  Meet or exceed operations labor budget expectations.  Establish contracts and pricing and ensuring proper maintenance and serving as primary liaison with utilities and local government agencies, such as fire, health and safety agencies.  Manage relationship with operations vendors or clients. Sunpower Philippines June 2011 – June 2014 Laguna Technopark, Santa Rosa City, Laguna Philippines Global Help Desk Engineer             Working with customers/employees to identify computer issues and provide resolution. Modify configurations, utilities, software default settings, etc. for the local workstation. Monitor service desk for tickets assigned to the queue and process first in first out based on priority. Assist with onboarding of new users. Install, test and configure new work stations, peripheral equipment and software. Logging and keeping records of customer/employee queries. Assign users and computers to proper groups in active directory. Create user account emails thru Exchange console and resolve related email issues. Escalate more complex calls having captured all relevant information in the ticket Work with 3rd party technical support where incidents or requests requires To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected To highlight trends and major incidents to 1st line team leader immediately Genpact October 2, 2008 – January 31, 2011 Northgate Cyberzone Plaza Alabang Muntinlupa City/Eton City, Quezon Ave., Quezon City Team Support Leader  Ensure that all phases of Transition is in place based on the agreed timelines.  Creation and process improvement of all account processes during project migration.  Involvement in the decision making in hiring qualified people in line with the required skills for the account.  Ensure that the knowledge Transfer is completed according to the agreed plan with the clients.  Facilitates training for new hires.  Provides workforce planning and implementation for all lines of business for the account.  Career roadmap is in place to ensure that organic growth is present in the organization.  Provides process expertise to the team.  Creation of internal processes to mitigate future challenges on escalations, IT issues and workforce perse.  Resolve issues/problems within reasonable timescales to give maximum customer satisfaction and take appropriate action to prevent recurrence.  Build and maintain good working relationships with business partners and operational units to ensure that the project office delivers high standard of customer service. Convergys June 2006 – September 2008 Northgate Cyberzone, Alabang Customer Service Representative  Resolves issues and problems concerning billing, mobile troubleshooting (hardware and software), helping the customers to understand their mobile plans and other products and services that Sprint offers.  Provide support in resolving escalated concerns from the team as 2 nd Tier support prior to being escalated to the manager. Recommended Sprint phone products and subscription to customers, thoroughly explaining details.  HSBC Electronic Data Processing Phils. June 24, 2005 – May 25, 2006 Northgate Cyberzone, Alabang Process Executive  Process deposit accounts and provides assistance to inquiries for deposit products.  Sales consultant for existing and new customers for enrollment to savings and checking account. Technion Communication Group November 2004 – June 2005 Alabang, Muntinlupa Technical Support Representative  Resolves issues and problems concerning to hardware, software and peripherals for DELL computers.  Provide support in all inquiries and complaints of the customers with all technical issues with regards of DELL computer hardware and operating system. Advanced Contact Soultions, Inc. May – September 2004 Light and Indsutry Science Park, Cabuyao, Laguna Customer Service Representative  Resolves issues and problems concerning billing, mobile troubleshooting (hardware and software), helping the customers to understand their mobile plans and other products and services that Globe offers.  Sales consultant for Globe products and services Training and Certifications:  September 2010 Training and Certification on Workforce Planning and Management Genpact, Alabang  July 2010 Certification for Training New Hires  June 2010 HR Recruitment Certification Genpact, Alabang  March 2010 Lean Certification Training Genpact, Alabang Education:  1998 - 2004 AMA Computer University Binan, Laguna Bachelor in Science in Computer Engineering  1997 - 1998 Adamson University Manila City Bachelor in Science in Mining Engineering Genpact, Alabang