Jensie Lojo

JENSIE LOJO CLIENT SUCCESS SPECIALIST/SENIOR QUALITY ANALYST 44 Soliven St. Greenheights Subd. COncepcion Uno Marikina CIty Mobile: - Email:- LinkedInProfile: www.linkedin.com/in/jensie-lojo-ba- CAREER OVERVIEW Experienced Senior Quality Analyst with over a decade of expertise, also serving as a Client Success Specialist/Administrative Support. Specializes in quality assurance, coaching, and process improvement. Skilled in call monitoring, root cause analysis, and implementing solutions to enhance operational efficiency. Adept at handling escalated customer issues with professionalism and efficiency to ensure timely certificate release and satisfactory resolutions. Conducts service recovery call-outs, coordinates with RTOs for accurate student allocation, and maintains meticulous records for process improvement. Collaborates with operations to streamline workflows and ensures accurate processing of cancellations and refunds. EDUCATION Bachelor of Business Administration ICCT Colleges | 2003 SKILLS             Quality Assurance (QA) Monitoring Performance Evaluation & Feedback Coaching & Development Effective Communication Training & Knowledge Transfer Quality Program Management Root Cause Analysis (RCA) Process Improvement Call Auditing & Analysis Operational Coaching Client Partnership Management Quality Standards & Goal Alignment             Continuous Improvement Escalation Management Calibration and Feedback Sessions Strategies Cross-functional Collaboration Corrective Action Implementation Team Leadership Data-driven Decision Making Stakeholder Engagement Client Relationship Management Strategic Problem-Solvi EXPERIENCE Client Success Specialist/Administrative Support GetMyCourse.Au - September 2024 - Present Handle escalated customer issues with professionalism and efficiency to achieve satisfactory resolutions.        Conduct service recovery callouts to address and resolve student concerns promptly and effectively. Coordinate with RTOs to ensure timely release of certificates and accurate allocation of students. Maintain meticulous records of all escalations and resolutions for future reference and improvement. Collaborate closely with the operations team to streamline processes and improve service delivery. Monitor and manage the accuracy of processing cancellation refunds and certificate releasing. Act as a liaison between students, RTOs, and internal departments to ensure smooth communication and operations. Create productivity and gap reports, sales distribution and leads distribution reports, sales conversion reports and individual sales reports. Senior Quality Analyst Ibex Global - Oct 2011 to August 2024           Assist in monitoring and improving the organization's quality program for effectiveness and continuous enhancement. Evaluate agents, provide meaningful feedback, and offer coaching suggestions to optimize performance. Develop clear communication strategies to ensure representatives understand and value the quality program. Lead quality and calibration sessions to align goals and maintain consistent quality standards. Facilitate calibration meetings to identify variances, strengthen client partnerships, and achieve quality objectives. Conduct daily and weekly call monitoring and audits to assess quality and accuracy. Analyze root causes and recommend solutions to improve overall performance. Provide coaching and action plans to help agents operate efficiently. Handle audits and root cause analysis (RCA) for escalations from Frontier’s Office of the President. Share QA tips with operations and the training team to enhance quality awareness. Lead Quality Assurance Talk Sessions for trainees, ensuring a strong foundation in quality standard Customer Service Representative Ibex Global Philippines - 2011 to 2013        Handled billing inquiries for a telecommunications account (Inbound), ensuring accurate resolution of customer concerns. Managed billing sales and upsells, promoting additional services to enhance customer experience. Offered and provided support for Phone, TV, Broadband, and Wireless services. Assisted customers with account management, including payments, plan changes, and promotions. Troubleshot technical issues related to billing discrepancies, service disruptions, and device activations. Provided exceptional customer service, ensuring a positive experience and high customer satisfaction. Educated customers on new products, features, and promotions to drive engagement and retention. Customer Service Representative APAC Customer Services - 2009 to 2011 Take outbound calls for Affinion Account - offers membership, insurance, and loyalty products through automatic renewal subscription programs Customer Service Representative ICT GROUP/SYKES - 2007 to 2009    Conducted outbound calls for Capital One Canada bank accounts, assisting customers with inquiries and account-related services. Managed outbound sales for credit card acquisition, promoting financial products to potential clients. Handled outbound calls for a timeshare account, engaging with customers to provide information and drive sales. Training's and Certificate Social Media Management Certificate The Social Armi – 2025  Gained practical knowledge in social media growth strategies tailored for various platforms (Facebook, Instagram, TikTok, etc.).  Learned content planning and creation techniques to boost engagement and brand visibility.  Developed graphic design skills using tools like Canva to produce visually appealing social posts.  Conducted hashtag research to improve content discoverability and organic reach.  Applied best practices in managing social media pages, tracking performance metrics, and optimizing campaigns. Coffee Copywriting Course KursoPH – 2024  Trained to write persuasive advertising copy, sales letters, and marketing materials that connect with readers and drive action.  Learned copywriting frameworks and techniques to craft compelling headlines, calls-to-action, and product descriptions.  Developed a strong understanding of buyer psychology and how to write with clarity, emotion, and impact.  Practiced writing for various platforms including email, websites, and social media to suit different brand voices and audiences. Graphic Design with Canva KursoPH – 2024  Equipped with the skills to create foundational brand creatives and visually appealing graphic materials using Canva.  Designed marketing collateral such as social media posts, banners, infographics, and promotional materials.  Gained knowledge in layout principles, color theory, font pairing, and brand consistency.  Applied practical techniques for fast and efficient content creation tailored to different audiences and platforms. Social Media Management KursoPH – 2024  Learned best practices in managing social media accounts for brands and businesses across platforms like Facebook, Instagram, LinkedIn, and TikTok.  Developed skills in content planning, audience engagement, posting schedules, and analytics tracking.  Gained insights into branding, tone consistency, and community management.  Applied real-world strategies to grow followers, boost engagement, and maintain a strong online presence. Medical Virtual Assistant VA Growth PH – 2024  Gained practical knowledge in handling patient records, insurance verification, and appointment scheduling.  Trained in using electronic medical record (EMR) systems and maintaining HIPAA compliance.  Developed skills in medical transcription, data entry, and administrative support for healthcare professionals.  Learned how to effectively communicate with patients, manage follow-ups, and support clinical operations remotely.