Jedianne Agnes P. Lao

Jedianne Agnes P. Lao-live:b6f9f7ec-  - Objectives In search of any position where in I could use and enhance my skills in a chosen career effectively, willing to be trained before I could start my work to be effective and efficient at all times Experience Team Manager (August 2014 – March 2019) Technical Support, Sales, Customer Service and Retention Sutherland Global Services | Berthaphil 2, Berthaphil Compound Jose Abad Santos Ave. CSEZ, Clark Pampanga Build, coach, and direct a team into a highly responsive team that meets the required performance standards. Act as an interface between the team and the management and all Support functions Conduct pre/post shift meetings with team; cascade process-related updates from client and the management Mentors and develops direct reports. Assists in the identification of training requirements. Properly sets clients expectations and proactively manages project scope. Responsible to lead employees. Responsible for day-to-day quality assurance / monitoring and coaching team. Identify and organize the training requirements of the team. Responsible for meeting the team and program metrics set by the clients. Administrate day to day schedule and attendance for the team. Responsible for the reporting to Client and Internal Management. L3 Corporate Escalations Specialist (August 2011 – August 2014) Sutherland Global Services | Berthaphil 2, Berthaphil Compound Jose Abad Santos Ave. CSEZ, Clark Pampanga Handles issues beyond L2 support. Handles corporate escalations and provides resolutions to customer’s problems. Communicates directly with clients regarding processes. Investigates and researches solutions to new problems. Creates synopsis of actual complaints and provide logical analysis and recommendations to avoid future cases from re occurring. Delivers weekly reports as requested by the client and/or management. Analyzes corporate complaints. Assists L2s regarding escalations. L2 Subject Matter Expert (February 2009 – August 2011) Sutherland Global Services | Berthaphil 2, Berthaphil Compound Jose Abad Santos Ave. CSEZ, Clark Pampanga Answers queries and handles escalations from the agents. Created the escalations tracker, a tool in tracking process and product trends (e.g. frequently escalated issues, agent data, callback tracker, and GTS logs) through collating data gathered from agents’ escalations. Handles irate customers leading towards a satisfactory resolution. Created collaterals and ads for product-related purposes. Coordinates with the Technical Support Manager for any product/process related initiatives. Delivers reports on time as requested by the client and/or management. Defines and manages achievement of client performance objectives. Provides floor support and effectively carry out escalated concerns. L1 Customer Service Representative (August 2007 – January 2009) Sutherland Global Services | Berthaphil 2, Berthaphil Compound Jose Abad Santos Ave. CSEZ, Clark Pampanga Responsible in handling calls for customer service and customer retention. Use communication skills to provide top-notch customer service. Formulates easy step by step instructions to assist and educate members. Participate in developing team strategies to exceed team performance goals and gather more awards thus making the team more productive. Demonstrating strong and outstanding problem solving techniques in a fast, effective and friendly customer service Acquires resources to facilitate learning activities, which will utilize and obtain a meaningful way to help members in a positive way. Provide, analyze and assess individual email send by customer to give the accurate solutions towards a certain issue. Education Angeles University Foundation- Bachelor of Science in Hotel and Restaurant Management Training LEAN SIX SIGMA-Yellow Belt Sutherland Global Services January 29 – February 02, 2017 LEAD 100 Sutherland Global Services August 2014 Basic Supervisory Development Workshop LEAD for High Potentials (Clark, Batch 05) Sutherland Global Services July 12, 2010- September 13, 2010 Basic Supervisory Development Workshop Skills Basic Computer (MS Word, MS PowerPoint, MS Excel) Good Communication Skills (Oral and Written) Excellent Learning and Listening Attitude I hereby certify that the above information and data are true and correct to the best of my knowledge. I fully understand and agree that any falsehood, misrepresentation, omission or distortion of any material fact in these documents shall be sufficient cause for the denial of my security clearance/rejection of my application for employment or contract and if already hired/employed/contracted, my dismissal/termination from the company. Jedianne Agnes P. Lao