Jedalyn Cobin
Las Piñas City /- / email:-/ www.linkedin.com/in/jedalyncobin
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Professional Summary
Results-driven professional with 20 years of experience in BPO operations, customer support, and team leadership.
Proven expertise in workforce management, process improvement, and operational coordination for global brands.
Lean Six Sigma certified with a track record of successful project implementation and recognition for leadership
excellence.
Core Competencies
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Operations & Team Leadership
Workforce & Service Planning
Customer Experience Management
Process Development & Optimization
Data Analysis & Reporting
Stakeholder & Client Relations
Lean Six Sigma Certified | Greenbelt Trained
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Expertise in CRM Tools: Mainframe, PipeDrive, Gorgias, Zendesk, Freshworks
Expertise in Inventory Management Platforms: Shopify, Brandscope, CinCore7, ShipHero
Expertise in Travel platforms such as Fareharbor, Ponorez and other vendor portals
Experience in Project Management platforms such as Jira and Asana
Professional Experience
Bruntwork
April 2022 - Aug 2025
Customer Support / Operations Coordinator
Answer customer support inquiries via email and chat through CRM: process warranties and returns. Organize and
coordinate requests such as repairs and returns. Manage orders, payments, and inventories across various platforms,
including Brandscope, Shopify, CinCore7, and ShipHero.
Managing logistics by coordinating with the Product team and suppliers to manage orders. Coordinating with freight
partners to organize product deliveries from the factories to different locations; coordinating with the warehouse teams
regarding incoming stocks and managing inventories.
Coordinating with B2B customers/distributors for B2B orders
Create, run, and present reports to stakeholders. Create and maintain SOPs.
Project Assistant
Sep 2024 - May 2025
Customer Support/Travel Coordinator
Answer customer support inquiries via phone, email, and chat via CRM. Provide support to customers throughout the
travel journey from planning to after-travel needs. Provide travel guides as necessary.
Create and organise client itineraries
Book flights, hotels, and activities for tours in Hawaii, USA.
Coordinate with vendors to organise and manage tours
Create and maintain SOPs and client records
Groworx Phils. OPC - Alabang Muntinlupa
Jan 2022 - Apr 2022
Global Service Center - Lead
Part of the process building, collaboration, technology set-up, training, and quality management during business building.
Sept 2019 - Jan 2022
Analyst / Team leader - Service Planner for Aged Care Service Account
Part of POC(Proof of Concept) building, collaboration, technology set-up, training, and quality management during the
transition.
Handled a team consisting of Customer Support Officers / Service Planners with a scope of allocating and coordinating
customer visits, and organizing Care Worker calendars/shifts.
Analyst / Team leader - SLM Support Account
Led a team of customer support officers with a scope of handling customer inquiries via omnichannel.
Handled customer and client level escalations and disputes; conducted coaching and feedback sessions to drive
performance and productivity; identified potential growth; created and ran reports for both roles above.
Genpact Services LLC - Alabang
Oct 2017 – May 2019
Accounts Receivable Team Leader
Led a team of accounts receivable specialists and SMEs across 5 lines of business in NAM, LATAM and APAC regions.
Tasks included managing past due reduction, recurring high-level account reviews, client and customer reviews,
escalation and dispute management, account reconciliation, coaching and feedback sessions to drive performance,
productivity, discipline, and potential growth; and collaboration with operations and stakeholders.
Nov 2016 – Oct 2017
Team Support Leader / Real-Time Workforce Analyst
Led ~50 FTEs across 5 lines of business, including team leaders, a dialer analyst, and a training manager. Tasks included
managing SLAs, performance, client reviews, and enforcing company policies
Nov 2013 – Nov 2016
Workforce Analyst
Tasks included daily workload preparation, staffing management, client/OPS/agent level reporting, real-time data analysis,
and performance metrics construction.
January 2010 – November 2013
Process Developer /SME
In addition to Process Associate tasks, I also handled supervisor-level calls and account reconciliation, prepared statistical
reports, and team-level metrics tracking
June 2008 – January 2010
Process Associate
Placed collection calls to collect past due balances, process payments, and provide technical support if applicable.
Nextfocus Phils. Inc. - Alabang
March 2007 - March 2008
Customer Service Telco Account - Team Leader
Led a team of customer service representatives. Tasks included taking supervisor-level calls and dispute resolution; new
processes/SOP and company policy implementation; coaching and feedback sessions to drive performance, productivity,
discipline, and potential growth; report generation and collaboration with operations and stakeholders.
October 2006 - March 2007
Account Management Support Telco Account - Senior Representative
Led a team of sales representatives. Tasks included sales validation, supervisor-level calls, and dispute resolution; sales
monitoring and management; and account cancellation/reactivation.
May 2005 - October 2006
Customer Service Representative Telco Account
Handled inbound/outbound calls to resolve customer inquiries such as account verification, payments, technical support,
and disputes.
Education
Philippines Women’s University - BS in Business Administration under ETEEAP
Graduated: July 2021
AMA CLC Rosario Cavite - Computer System Design and Programming
Undergraduate
Certifications and Achievements
● Six Sigma
Lean: Certified - RCN: 145220
Greenbelt: Trained and tested
● 2018 People Practices Champion
● FLM of the Month Nov 2017
● Quarterly Top Performer Q1 2017
● Genpact Certificate of Achievement Bravo Award in recognition of performance -August 2009
● Genpact Best Employee Award -November 2009
● Nextfocus Best Customer Service Representative for three consecutive quarters-
Seminars/Training Courses Attended
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BOOST (Building Operationally Outstanding Supervisors Training)
OpEx Catalyst Training Program
MS Access
Principles of Banking By: American Banking Association
Online Training by Harvard Manage Mentor
Retaining Employees
Difficult Interactions
Career Management
Stress Management
Managing Unconscious Bias
Decision-Making
Time Management
Corporate Etiquette
CHARACTER REFERENCES:
Juan Emmanuel Paraso -
Country Director - Gush Cloud
JinHee Bae -
Operations Manager – Genpact Phils LLC
Kristian Ballaran -
Operations Manager - SLK Phils
Feedback Essentials
Coaching
Persuading Others
Staying Motivated
