JEFFERLYN ALIMURONG
Sitio Layak, Anupul, Bamban, Tarlac
|m. -
|e.-| ph.linkedin.com/in/jefferlyn-alimurong-a35a4b38
Business Process Outsourcing Expert and Philippine Civil Service Exam passer with 9 years
accumulated experience in providing excellent customer service, support to corporate business
community in line with closing sales, meeting monthly targets, operating system tools and establishing
rapport with account holders. Receives calls, assesses, and troubleshoots main concern and resolving
multiple issues with the help of customer support information relating to assigned companies. Further
duties include documentation of events and coming up with suggestions and possible resolutions for
further improvement.
EDUCATIONAL BACKGROUND
University of the Philippines Diliman
Extension Program in Pampanga
Bachelor of Arts in Business Economics
(undergraduate)
Clark Freeport Zone, Mabalacat, Pampanga
-
Dapdap High school ( 1st Honorable Mention )
Dapdap Resettlement Area
Bamban, Tarlac
-
Dapdap Resettlement Elementary School (Valedictorian)
Dapdap Resettlement Area
Bamban, Tarlac
-
WORK EXPERIENCE
September 13, 2016-present
Pampanga
Specialist - Capital One UK Care / Iqor, Clark,
Day to day, Bank Customer Service Representatives are working on resolving issues for banking
customers. If a customer’s credit card was stolen, then we will be the one to cancel the card and provide
the customer with a new card. If a customer has a strange fee, we will work to explain the fee to the
customer or find a satisfactory resolution. We are constantly working to find solutions to customer
problems. We also work on making sure that consumers are having an outstanding banking experience.
If a customer is looking to use mobile banking, or to try out a new service, we are there to provide them
with information and step by step instructions for using the service. We work to inform and suggest new
banking products and services to customers as well. Ultimately we want to assist customers and provide
them with a better banking experience. So when they can, they try to give insight on new bank products
that might be of interest to the consumer.
November 2014 – September 1, 2016
Customer Finance Services Specialist/Order Support
Escalations – Sprint / Afni, QC, Philippines
Deal with customers diligently, courteously and professionally while collecting payments. Initiate
strategies for collection processes and procedures. Negotiate payment plans. Respond to customer
inquiries. Persuade customers diligently to pay past due amounts. Collaborate with accounts receivables
staff regarding collection of payments. Develop alternative payment plans with help from system tools.
Advise customers on alternative payment plans. Create repayment schedules based on customers’
financial situations. Retain customer loyalty while initiating processes for collection of payments.
Maintain and update record of customers from whom collections are made.
January 2013 - June 2014
Education Inc / Seoul, Korea
Administrative Assistant - Clayton and Lee Language
Uploading videos remotely, naming them and sending links.Connecting to a computer via teamviewer 2
times a day to start uploads and then distributing video links to students. Compiling student feedback.
Adding classes onto the online booking system. Formatting word files in preparation for them to be
made into class materials. Exporting and collating documents from google drive. Researching news
articles. Making attendance sheets. Inserting student attendance into the school online database
management.
October 2012-October 2013
Ltd, Australia
Project Manager – Edge TV Marketing / Limitless Wealth Pty
Defining and clarifying project scope. Developing the project plan, schedule, policies and procedures to
support the achievement of the project objectives. Determining the organizational structure of the project
team. Identifying roles and positions, services to be provided by external companies. Staffing project
positions. Setting team direction Coordinating activities across different organizational functions.
Motivating team members Assigning work. Checking project progress toward meeting its objectives.
Determining the cause of deviations from the plan. Taking corrective actions to address deviations.
Some key controlling duties include: Defining project baselines. Tracking project progress. Project
status reporting. Determining and taking corrective actions.
October 2011-October 2015
Rarejob Inc. Japan
ESL Tutor for Japanese Business Professionals – Rarejob /
Preparing employees to better perform their job responsibilities such as teaching an international
company representative to communicate with global business partners. Preparing lesson plans and
teaching English Language Learners. This includes teaching English grammar, writing, reading,
speaking, and listening skills. It may also include teaching pronunciation and accent reduction. Teaching
all the English language skills that will enable speakers of other languages to effectively communicate in
English that includes introducing cultural aspects to ESL students, especially to those who are new to
the English-speaking country. Taking attendance and provide evaluations of student
progress. Performing administrative tasks as requested or required by school administrators. We may
also have to attend weekly staff meetings including developing curriculum to advance the goals of the
organization. Teachers may also be requested to participate in departmental staff meetings.. Developing
the curriculum to meet the company's objectives, as well as preparing lesson plans and delivering the
lessons. Assessing students to determine student strengths and weaknesses. Preparing lesson plans to
meet specific student needs and delivers the lessons. Acting as a resource for the students, giving
information to help the students survive and thrive in the community.
June 2011
Bid Support Specialist – Global Business Services / IBM
Daksh, Eastwood City, Philippines
Providing sales-related support to any business-approved opportunity in scope of the account. Such
services would include but are not limited to bid facilitation, proposal development, document
production,
bid
Solution
Design
&
Delivery
(SDD.
This is an entry level position for the account. During the first 6-12 months in the role, we were
expected to assimilate Global Process Services culture and best practices, gain customer understanding,
increase knowledge of policies, guidelines, and processes to support its clients.
September 2010-May 2011
NCO, Clark, Philippines
Customer Service Representative – United Parcel Service /
Attracting potential customers by answering product and service questions; suggesting information
about other products and services. Opening customer accounts by recording account information.
Maintaining customer records by updating account information. Resolving product or service problems
by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining
the best solution to solve the problem; expediting correction or adjustment; following up to ensure
resolution. Maintaining financial accounts by processing customer adjustments. Recommending
potential products or services to management by collecting customer information and analyzing
customer needs. Preparing product or service reports by collecting and analyzing customer information.
Contributing to team effort by accomplishing related results as needed.
April 2008-April 2009
Customer Service Representative – Amazon / Sutherland
Global Services, Clark, Pampanga, Philippines
Answering calls and responding to emails. Handling customer inquiries both telephonically and by
email. Researching required information using available resources. Managing and resolving customer
complaints. Providing customers with product and service information. Entering new customer
information into system. Updating existing customer information. Processing orders, forms and
applications. Identifying and escalate priority issues. Routing calls to appropriate resource. Following up
customer calls where necessary. Documenting all call information according to standard operating
procedures. Completing call logs. Producing call reports.
November 2006- April 2007
Pampanga, Philippines
Crewmember
–
Jollibee
/
Byron
Foods
Corporation,
Providing customers with a quick and accurate service and show sensitivity to their individual needs,
both from behind the till as well as in the dining areas. Producing orders to a consistently high standard
and understand that quality control is vital. Thorough training in order to maintain company’s standards.
Learning to use a variety of cleaning utensils and chemical cleaning products along with the correct
protective equipment.
STUDIES AND RESEARCHES CONDUCTED
September 2007
Comparative Study of Corporations’ Use of Petty Cash
- Goldilocks Bakeshop (SM Clark)
January 2008
Organizational Behavior
- Yokohama Philippines (Clark Freeport Zone)
February 2008
Research on Human Resource Functions of Corporations
- APEX Limited Incorporated (Semiconductor Company)
September 2008
Organizational Constraints and Cost-Saving Measures
- Cuevas’ Bread (Malabanias, Angeles City, Pampanga)
February 2009
Marketing Research
- LG Cookie Cell phone
March 2010
Research on Contractual vs. Permanent Workers’ Effort Exertion
-Peninsula Fashion Int’l Corp., Smartshirts Phils. (Clark Freeport Zone)
Thesis
Effects of SM City Clark on Duty Free Shops’ Sustainability
- Clark Freeport Zone’s Duty Free Shops
AWARDS/ELIGIBILITY/CERTIFICATIONS
Civil Service Commission Examination
(Professional)
Paper and Pencil Test Passer
Top Performer 2008
Amazon.com
Sutherland Global Services Inc.
Most Valuable Player 2009
Amazon.com
Sutherland Global Services Inc.