Jazmina Galang

Jazmina Rain Galang 14-A Evangeline Reyes Street, BF Resort Village Talon Dos Las Pinas City-/--____________________________________________________________________________________ Value Statement: Determined to excel, values integrity, and has a positive outlook on everything. Dependable, trustworthy, and positive person to be around with. Can adapt to any changes and motivated to learn more and to share knowledge with others. Summary of Qualifications: Motivated to be the best by creating quality and remarkable work. Reliable and dependable even with minimal supervision. 1. As a customer service/sales inbound representative, I am trained to be compassionate and aggressive at the same time while talking to clients. 2. As a collection’s agent, I am used to delivering quality work while making sure to hit the quotas. 3. I was once a team leader, and I am used to working independently on my own managing me and my team’s metrics. PROFESSIONAL PROFILE ● Adapts to interdepartmental coordina on, communica on and employee engagement. ● Possess comprehensive knowledge of Microso Word, Excel, and Outlook ● Strong background in customer service industry. PROFESSIONAL EXPERIENCE ● Virtual Assistant – US Property Management o ▪ ▪ ▪ June 2025 Handling customer service support for a client in the US handing multiple Airbnb property. Reporting and tracking of finances of cleaners and property expenses. Client relations and guest relation management. ● Supervisor o o ▪ ▪ ▪ ▪ Ttec October 2022 - February 2025 Handling multiple account’s KPIs, goals and real time monitoring of agents. Daily task of completing deliverables like quality forms, adherence and workforce monitoring. Leading client calls, WBR and QA calibration discussing the trends for the specific week. Working closely with higher ups and clients on a daily basis. ● Virtual Professional o o ▪ ▪ ▪ My Outdesk Inc November 2020 – September 2022 Trained to identify the type of leads we talk to. Identify the pain points to use for negotiation techniques and use that in closing the deal. Keeping track of follow-ups and daily tasks given. Leading the daily calls and sharing insights of what went well and what could be better for improvements. Assigned to take lead innovating the script and call flows based on daily interaction with leads ● Senior Account Specialist o o ▪ ▪ Capital One Philippines Support Services Corporation August 2019 – October 2020 Focused on assisting customers who need financial assistance with their credit cards and responsible in collecting and providing best option for payment arrangements to customers that will help them and also the company. Reached monthly quota for collecting debts while maintaining other metrics at target or more. ● Team Leader o o ▪ ▪ ▪ ▪ Sutherland Global Services – BGC, Taguig January 2019 – June 2019 Provide coaching, assistance and drive performance/compliance based on the program’s KPI requirements. Working closely with internal community partners in order to provide synchronize customer service. Completing weekly audit of expert’s calls to maintain high quality customer service. Initiating rewards and recognition to experts hitting targeted goals. ● Team Leader o o ▪ ▪ ▪ ▪ Teletech – Mandaluyong/Five Ecom August 2017 – December 2018 Provide coaching, assistance and drive performance/compliance based on the program’s KPI requirements Maintain and monitor performance, production, attendance and punctuality records, reviews for staff. Lead employee engagement initiatives to improve eNPS, Pulse Survey, Account and Teletech initiated Rewards and Recognitions. Helped in launching 3 new sites namely Teletech Araneta, Sta Rosa and Five Ecom. ● Real Time Analyst o o ▪ ▪ ▪ ▪ ▪ ▪ ▪ Teletech – Mandaluyong November 2016 – August 2017 Managing the queue and ensure Service Level Agreement of all queues is met. Flagging of agents not adhering on assigned aux. Change skilling of agents depending on what queue needs help the most. Sending reports such as hourly interval, staffing, queue management, etc. Doing analysis on the issue drivers per contact type Was selected to be part of the launch team for Republica-Mexico site to trained RTA. Visited the Client Headquarters in US to provide feedback and process improvements in terms of queue management. ● Customer Service Representa ve ▪ ▪ ▪ ▪ ▪ o Teletech – Five Ecom/Mandaluyong o August 2016 – November 2016 Supported a US-based food delivery account Skilled to take IB calls, OB, calls but focuses mainly on chat and email. Trained to assist all types of customers (Consumers, Drivers, Merchant) Assist customers on mainly on their live delivery concerns such as order status, additional food request, special instructions to the merchants, and communication between all three customer types. Crossed trained to order placer to support other vendor when their queue spikes ● Customer Service Representa ve/Sales Representa ve o o ▪ ▪ ▪ ▪ Convergys – Alabang January 2016 - June 2016 Supported a TelCo account based in US. Skilled to take IB calls. Supported IB calls focusing mainly on bill issues of customer, such as disputes and rebates. Responsible on profiling the customer to have a better plan depending on their usage and needs. ● Technical Support Representa ve ▪ ▪ ▪ o Alorica – Magallanes o April 2015 - December 2015 Supported a TV cable company based in US. Skilled to take IB calls and minimal OB calls Resolving simple to complex technical issues over the phone. EDUCATIONAL BACKGROUND ● UNIVERSITY OF PERPETUAL HELP SYSTEM DALTA B.S. BUSINESS ADMINISTRATION 2014 – 2015 Las Pinas City ● LYCEUM OF THE PHILIPPINES UNIVERSITY B.S. HOSPITALITY MANAGEMENT 2011 – 2012 Intramuros, Manila