Jennifer Edjoc

Jennifer J. Barcena P8 Mabini Plains, Cabadbaran City, Agusan del Norte 0805 Mobile Number: - E-mail Address:-Skype ID:- EMPLOYMENT HISTORY: Position: Communications/ Sales Coach/Recruitment (Management Team Member) Company: Media Marketing Group Address: Huntersville, US Date: December 5, 2014 – October 30, 2017 Job Description/Duties and Responsibilities: Helped agents configure their systems and close sales Pilot Communication Coach for the Team. Manages all agents thru listening to live and recorded calls. Evaluate their calls if there are pronunciation misses; subject-verb agreement misses, intonation and diction misses. Generate Sales Report every day and schedules a 15-30 min coaching session with agents on a daily basis. Submit evaluation to the higher management. Pilot the mini-team coaching style for close monitoring. On a weekly basis, gives training or refresher course on Handling Objections and Customer Satisfaction. Email clients for the agents weekly performance. Position: Telesales Agent Company: Media Marketing Group Address: Huntersville, US Date: September 17, 2014 – December 5, 2014 Job Description/Duties and Responsibilities: Most of my work is offering free magazine to current or new customers. All of our calling is business to business. Position: Transition Coach/TLT Company: Convergys Philippines Services Corporation (Commonwealth) Address: 16F MDC 100 Building C.P. Garcia corner Eastwood Avenue, Barangay Bagumbayan, Quezon City Date: March 7, 2013 – July 7, 2014 Job Description / Duties and Responsibilities: Daily evaluation of Call (live) via remote or side by side, for Quality and POSE minimum of 2 per agent per day depending on total number of waves and headcount (max of 4 evaluations per day, i.e. in cases of 4 waves all together, Transition Coach will need to evaluate one call for each of his buddy on each wave which should be followed automatically by a coaching session) Daily coaching using the daily metric tracker identifying step goals for Quality, AHT (ATT, Hold & Wrap) and Transfer rates & Trends Process Deep Dive in cases of Low CSATs and Low Quality (TME Rated) Scores Processing of Coaching Logs for Credit Audits, tracking of credits issued to ensure correctness and limit credit dollars Process Hand-Off Recommendation Document for review of NH Team Lead and STL Coordinate with NH Agent's future TL for a one-time triad coaching session participated by Transition Coach, Transition Agent and the Ops TL as the observer, this includes the Transition Coach to provide feedback about the agent's performance and behaviour during transition to set expectations Conduct real time coaching for CCO tags in Quality, POSE, Credit and RIO Re-audit Validates all credits being issued by buddy for real time accuracy check subject for approval by Transition Team Leader Validates all transfers real time by signing the transfer trackers being secured by transition agents every shift. Conducts communication style assessments with the transition class to be included in the directory for coaching purposes. Take escalated calls of transition agents on a particular assigned schedule, flag invalid escalated calls subjected to coaching and disciplinary action following resolution process guidelines Sit-in during PST on selected modules to serve as SME’s (Subject Matter Experts)/observers. Position: Senior Customer Service Specialist Company: Convergys Philippines Services Corporation (Commonwealth) Address: 2nd Floor, 46 Diliman Commercial Center, Don Mariano Marcos Ave., Diliman, Quezon City Date: June 7, 2010 – March 7, 2013 Job Description / Duties and Responsibilities: Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Stay current on products, pricing, promotions, procedures, and other important issues. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Place and/or receive customer requests that are non-routine and that are not dependent on a script or sales flow process. Provide answers and/or advice to customers based on customer knowledge gained through on-going partner relationship. Resolve complex billing and other disputes referred by SSR1¿s and SSR2¿s. Conduct relationship-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs. Maintain broad and in-depth knowledge of products, pricing, promotions, procedures and other important issues through management communications, meetings, client focus groups and formal training. Position: Billing Clerk 2 Company: National Irrigation Administration Address: Bancasi, Butuan City, CARAGA Date: June 2007 – March 2010 Reason for Leaving: Resigned Job Description / Duties and Responsibilities: Prepare Salaries of farmers per area Prepare/Deliver the needs for construction of canals Work with Engineers as to preparation of billing for the canalization projects Prepare PowerPoint presentation if there are trainings for farmers. Position: Youth Pastor – Mindanao Cluster Company: Take the Nations for Jesus Global Ministries Inc. Address: 3rd Floor, R.Clarete Bldg. Butuan City Date: June 2006 – March 2010 Reason for Leaving: Resigned Job Description / Duties and Responsibilities: Go to different household churches to do training/ school of workers 1-3. Handling 15 churches from CARAGA to Southern Mindanao. Organize/Direct productions for crusades which includes finding young people who knows how to sing, dance, drama, and human videos. Manage ministries under Music Team, Dance Team, Drama/Human Video Dept. Speaks at Camps/ Coordinate Summer Camps and Retreats for every church. Assist the Cluster Pastors on all of the reports as per growth of every household church. Train Youth Leaders Basic Church Planting and also How to establish Campus Ministries. TRAININGS / SEMINAR ATTENDED: Training Center:TNJGMI Duration: August 2009-March 2010 Address: Arcegas Bldg, Cubao Quezon City Title: School of Workers 1-3 Training Center: The Call Worship Center Duration: April 1 – 15, 2010 Address: Antipolo, Rizal Title: School of Leaders SPECIAL SKILLS / INTERESTS: ● Skilled in major relevant computer applications like MS Word, MS Excel & MS Powerpoint. ● Well-versed in oral and written English and Filipino. ● Knowledgeable in equipment maintenance. ● Organized, systematic and can work under pressure independently. ● Highly adaptable to any work environment. ● Dependable with proficient attention to detail. ● Courteous with strong customer service orientation. ● Possess a drive to achieve as well as insight into self and others. ● Good listening and responding skills. EDUCATIONAL BACKROUND: Elementary School: BethanyChristianSchool March 1993 Address: Jaro, Iloilo City Secondary School: National Teacher’s College March 1997 Address: Quiapo, Manila Tertiary Course: Bachelor of Business Administration March 2001 Major: Marketing School: Polytechnic University of the Philippines Address: Sta. Mesa Manila PERSONAL INFORMATION Birth Date : November 15, 1980 Birth Place : Pandacan Manila Height : 5'8” ft. Weight : 150 lbs. Sex : Female Civil Status : Married Religion : Evangelical Christian Nationality : Filipino CHARACTER REFERENCES: Voltaire S. Simon Senior Team Leader Convergys Philippines Services Corporation (MDC 100) Mobile Number:- Engr. Ferdinand Amon Senior Engineer National Irrigation Administration- CARAGA Mobile Number:- Rev.Chito Aquino Bishop Lord Jesus our Redeemer Church Mobile Number:- Doris Paler Barangay Captain Brgy. Caasinan Mobile Number:-