Jerilee Mae B. Lauron

Jerilee Mae B. Lauron Contact Number:- Email:-Experiences Technical Support Representative II (Chat/Voice Support) September 2019 – April 2021 ⚫ Handles technical issues via chat/voice ⚫ Do basic troubleshooting for customers’ cable, internet and phone issues ⚫ Process changes in service plans and schedule technician appointments ⚫ Discuss general bill inquiries, process refunds/adjustments, order entries and add services payments, Customer Service Associate II (Voice and Email Account) April 2019 - September 2019 ● Handles calls and emails of Guest’s and Properties. ● Cater complaints, relocation, cancellation, modification and price match for Guests. ● Process refunds and compensations ● Handles Danish language Translation Customer Service Associate II (Voice Account) - CONCENTRIX September 2018 – April 2019 ● Offers excellent customer service to Uber Drivers ● Do basic trouble shooting for Driver Partners’ App. ● Makes adjustment in fares on trips, process disputes on Mistimed trips. ● Explains product services, document requirements, provide information for the nearest Green Light Hub in the city. Customer Service Rep (English) - Home-based Freelancer May 2018 – August 2018 ● Process orders on Amazon and client’s website. ● Process orders, returns and exchanges through email. ● Handles chat support customer service. Digital Support Specialist - Daily Review Response – Home-based Freelancer February 2016 - April 2018 ● Supports our expanding Social Logix team as they provide Social and reputation management services to our customer base. ● Reviewing surveys sent to our clients and selecting a response from a standard set of short response templates, then customizing it with a sentence or two. ● Reads and interpret written customer comments, selects the appropriate pre-written response, and customize the response. Customer Account Executive - Retention 1 | Transcom October 2013 - April 2015 ● Part of the Retention/Loyalty/Customer Solutions Department that first attempts to save customers by looking for options to help them reduce the cost of the package, bill or monthly rate. ● Handles termination or disconnection of the account but making sure excellent customer service and satisfaction is still provided. ● Handles Revenue and RGU retain to all customers • Provides excellent Customer Service CONVERGYS Corporation – CEBU 9/F TGU Bldg. Asiatown IT Park, Apas, Lahug, Cebu City December 19, 2010 - September 13, 2013 Sales and Service Representative 2 – Voice and Chat Support December 2010 – September 2011 (SPRINT Account - Voice) ● Handles Customer Service and Sales ● Provides basic troubleshooting September 2011 – July 2012 (Comcast Account – Voice) ● Provides Customer Service for Cable service ● Follows certain line of questioning to troubleshoot cable service ● Set appointments for technicians for trouble call, special request orders and failed installations July 2012 – Present (Comcast eBilling LOB – Live Chat Support) ● Handles billing concerns of customers ● Provides excellent Customer Service ● Guides customers on their online accounts ● Creates ticket for Escalation team to further investigate on unresolved issues AEGIS PEOPLESUPPORT 3/F Skyrise Bldg. 1 Asiatown IT Park, Apas, Lahug, Cebu City July 13, 2009 – July 22, 2010 Executive (Customer Service Rep. – JPMC -Retail Banking) ● ● ● ● Provides excellent customer service Act as Telephone Banker / Online Banker Performs one-call resolution and recommend solutions Walk through and enroll customers online QUALFON PHILS. INC. 6/F Skyrise Bldg. 1 Asiatown IT Park, Apas, Lahug, Cebu City June 16, 2008 – October 24, 2009 CRT (Customer Retention Team) – Tier 2 ● ● ● Performs one-call resolution and good call handling Takes supervisory calls Has access to the billing system ● Assists Tier 1 agents beyond their limitations QUALFON PHILS. INC. 6/F Skyrise Bldg. 1 Asiatown IT Park, Apas, Lahug, Cebu City January 7, 2008 – June 16, 2008 TSR (Technical Support Representative) – Tier 1 ● Assists customers in technical issues and resolve pending transactions ● Always asks for supervisors’ approval ● Creates ticket or cases for technical issues ● Transfers the call to Tier 2 agents for further assistance ● Performs satisfactory customer service PISCES INT’L. PLACEMENT LDM Bldg. M.J. Cuenco Ave. cor. Legaspi St., Cebu City May 15, 2007 – October 24, 2007 PROJECT COORDINATOR / TECHNICAL EVALUATOR ● Evaluates / interviews applicants through their curriculum vitae and work experiences. ● Emails important documents to the main office. ● Line up qualified applicants for new job orders. ● Follow up selected applicants and their respective clinics and inform them about important details needed for their medical exams if their fit to work. ● Submit their applications together with their passport to the operations head for visa filing and POEA process. ● Ensure that they have filled up important documents and done PDOS. ● Confirm their booking and inform them the exact date of departure. SPI TECHNOLOGIES INC. Ground Floor I1 Building, Asiatown IT Park, Lahug, Cebu City March 20, 2007- May 10, 2007 Data Entry Specialist ▪ Data capturing on an article or newspaper ▪ Encoding it to their respective columns or categories ▪ Collecting personal information from an article INNODATA XML Content Factory Inc. HVG IT Park, Subangdaku, Mandaue City September 1, 2004 – March 13, 2007 Quality Assurance Staff ● Handles all preparatory stages of audit from sample selection to generation of audit result. ● May be assigned to monitor the batting average of auditors through mining and the checking of mines. ● Endorse unfinished tasks to his/her counterpart in the next shift. ● Performs pre-requisite check activities. ● Informs QA Team Manager / Team Assistant of audit status as well as problem encountered. Proficiency in MS Applications (MS Excel, MS Word) Education University of St. La Salle - Bacolod June 1997 – March 2002 B. S. Electronics & Communications Engineering