JEFFREY ROY
Blk6 Lot5 Phase 2 Brgy
San Luis Peace
JEFFREY
ROY Village Antipolo City
Blk6 Lot5 Phase 2 Brgy-
San luis Peace Village Antipolo City--____________________________________________________________________________________
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WORK EXPERIENCE
EDUCATION
Customer Experience Lead
Telus International PH
November 2017 - Present
Provide support to the Operations and
clients and managing around 20 - 25
customer experience analyst.
ICCT Colleges
Bachelor of Science in Psychology
2010 - 2013
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Operations Team Lead
Telus International PH
September 2016 - November 2017
Provides directions, instructions and
guidance to the team which usually consist
of 15 to 20 customer support representative,
for the purpose of achieving key
performance indicator goals.
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Customer Experience Analyst
Telus International PH
August 2015 - September 2016
Assess agent performance/behavior in a call
center, and coach/counsel agents to modify
their performance/behavior to facilitate a
high level of customer service.
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Customer Support Representative
Telus International PH
February 2015 - September 2015
West Contact Services
August 2014 - February 2015
Transcom
August 2013 - August 2014
Answer incoming calls/email from customers
who want to place orders, respond to
inquiries, manage complaints, troubleshoot
significant customer service problems, and
provide general information.
AREA OF EXPERTISE
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Analytics
Discovery, interpretation, and
communication of meaningful patterns in
data. Especially valuable in areas rich
with recorded information, analytics
relies on the simultaneous application of
statistics and operations research to
quantify performance.
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Coaching
Relationship formed between a client
and a coach who uses a wide variety of
behavioral techniques and methods to
assist the client to achieve a mutually
identified set of goals, to improve their
professional performance and personal
satisfaction, and consequently to
improve effectiveness.
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Performance Management
Understanding about how individuals
contribute to an organization's goals. An
effective performance management and
appraisals process focuses on aligning
your workforce, building competencies,
improving employee performance and
development, and driving better
business result
