Jennyfer Magallones

JENNYFER MAGALLONES Angono, Rizal Philippines - - SUMMARY A customer service, billing and sales expert for 10 years in the BPO (Business Process Outsourcing) Industry. A team leader that coach and train agents not just to reach the needed metrics but to exceed expectations, all with integrity. Also has a background in chat support. Handled Telco and Service account. WORK EXPERIENCE CONCENTRIX, Quezon City and Pampanga, Philippines ( 2013 – 2024 ) Roles: SAles representative, 08/2013 - 01/2014 (QC site) Helping clients place their orders online. Shared comprehensive brand and product knowledge to maximize sales. Tracking orders by calling the carriers. BILLING CUSTOMER SERVICE REPRESENTATIVE, TELCO ACCOUNT 02/2014 - 08/2017 (QC site) Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction. Resolved customer queries on their bill and services over phone. CHAT SUPPORT, 09/2017 - 11/2019 (QC site) Resolved customer queries through chat. Input customer information, call notes and personal data onto internal database. TEAM LEADER/SUPERVISOR, 11/2019 – 05/2024 (Pampanga Site) Tracked and coached employee based on productivity, performance and task completion. Motivate agents and build team rapport. Conducted staff meetings to discuss went well and do differently of the team. Edit timecard Audit/Listened to calls to come up with data in order to identify employee’s good behavior to commend and opportunities to coach. SERVICE TEAM LEADER, 6/2024 – 09/2024 (Pampanga Site) Generate data per metrics to see trends and behaviors that impact the result. Audit calls to validate results of the generated data and come up with a site wide action plan to address site opportunity. Provide feedback and action plan to teams failing on KPIs. SKILLS EDUCATION University of Rizal System, Antipolo City, RIZAL, 2013 Business Management major in Marketing CHARACTER REFERENCE: Dennis Bendanillo ( Team leader in Concentrix ) – Colleague- Ellen Cruz ( Support in Concentrix ) – Colleague- Melvin Onteveros ( Operation Manager in Concentrix ) – Colleague-