Jennifer E. Pascua
Molino III, Bacoor, Cavite
Mobile:- – Skype/Email:-
Objective
To secure a home-based work that will enable me to utilize my
15-year experience in the BPO industry
Experience
Product Support Representative (to Supervisor)
Link2Support, Libis, Quezon City
January 2002 – February 2003
As a PSR, we handled customer issues/inquiries via Email. We
were trained in advanced network troubleshooting including
that of routers, firewalls, VPNs, VLANs, wireless configurations,
advanced Internet usage, OSI Model TCP/IP.
When I was promoted as a Supervisor, I was assigned to
oversee the entire Email team, both morning and evening,
while in the night shift. I managed the server and distributed
the emails to the PSRs. I also handled training of new-hires,
and conducted their Quality Monitoring as well. I was the
Point-of-Contact for newly-released products and/or updates.
It was my responsibility to cascade the information to the
entire Operations.
Team Supervisor
PeopleSupport Phils., Inc., Makati City / Lahug, Cebu
September 2003 – April 2005
I transferred to PeopleSupport as a Supervisor handling 12-15
agents. I was sent to Cebu to help the new site start-up. I was
among the first 2 Supervisors that helped establish our ISP DSL
account. I monitored agents’ performance according to
productivity, competence, and quality standards and targets.
I provided performance feedback and appraisals, addressed
agents’ needs/concerns, performance and motivation issues,
and conflicts, while serving as a point of escalation. I worked
with the QA Team to ensure effective implementation of the
QA process and delivered timely feedback.
Technical Support Manager
Dell International Support Phils, Inc., Pasay City
November 2005 – May 2009
Being a TSM meant leading a technical support team that
provided post-sales customer support of hardware, systems,
subsystems and applications utilizing telephone and remote
diagnostic capabilities. I monitored and assisted
management in the implementation of key initiatives that
improved business processes and customer service delivery. I
managed the team in their performance and provided
coaching. I developed plans and objectives and participated
in cross-functional projects to improve operational
performance for the organization. I worked with management
to develop and implement strategic plans, initiatives, and
direction. I worked with customers and internal teams to
resolve issues. I was responsible for personal and professional
development of my subordinates and developed their
individual goals and objectives.
Technical Support Manager
Teleperformance Philippines, Pasay City
May 2009 – July 2010
Dell International Services Philippines Inc. was acquired by
Teleperformance Philippines. Despite this, I was able to retain
my position as a TSM until 2010.
Methods & Procedures Compliance
Teleperformance Philippines, Pasay City
July 2010 – December 2015
As an M&P, I directly reported to the Site Director and the
Center Manager and coordinated daily with the Vendor
Managers, Account Manager, Assistant Center Managers,
Training Department, and Workforce group. I was responsible
for the account’s adherence to client set policies,
procedures, standards and guidelines, as well as all updates,
alerts and communications were cascaded to Operations
and Support groups. I ensured all client feedback were timely
addressed, representatives and managers were coached.
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Jennifer E. Pascua
Molino III, Bacoor, Cavite – Mobile:- – – Skype/Email:-
Since I was the go-to person of the client, I made sure all their
requests and inquiries were met or directed to the right
person.
I managed internal feedback and administered direct
coaching with the representative / supervisor. I was
responsible for all high level escalations such as Executive
Complaints and Office of the President. I revised and
implemented Zero Tolerance Policies, and executed
disciplinary actions as necessary both on agent and
supervisory level. I attended weekly calibrations with the
client, conducted site training and employee learning
programs when necessary, and prepared and analyzed data
for weekly / monthly business reviews. I was also responsible for
completion of weekly client audits and reports while
managing the Manager Support Team (Escalations team with
10 members) as well as the Compliance auditors (back-office
auditors with 10 members). I ensured development of these
employees through education, motivation and accountability
and by conducted regular performance management to
improve challenged members of the team.
Assistant CSAT Manager (offshore) – Quality Assurance
Teleperformance Philippines, Pasay City
Present
I oversee customer satisfaction activities, including collection
of data, analysis of data, and communication of findings
through weekly reporting and calibrations. I support both local
and offshore Phone support sites, as well as local site for Chat.
I provide recommendations on action plans to improve
customer satisfaction scores. I am responsible for direct
supervision of CSAT analysts.
Education
Bachelor’s Degree: Management Information Technology
St. Scholastica’s College, Manila
March 2001
References
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Available upon request
Jennifer E. Pascua
Molino III, Bacoor, Cavite – Mobile:- – – Skype/Email:-
Attachments:
Speedtest 1/12/2018:
DISC Personality Test:
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Jennifer E. Pascua
Molino III, Bacoor, Cavite – Mobile:- – – Skype/Email:-
Typing Test:
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Jennifer E. Pascua
Molino III, Bacoor, Cavite – Mobile:- – – Skype/Email:-
Headset – Plantronics Audio 628
Laptop – Asus X540U
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Jennifer E. Pascua
Molino III, Bacoor, Cavite – Mobile:- – – Skype/Email:-
