Jessica May
Edera
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-31 Cleveland Street
Horseshoe Hills
Banawa, Cebu City
PROFESSIONAL EXPERIENCE - CURRENT
FIRSTSOURCE SOLUTIONS LIMITED
PROCESS LEADER – SUBSCRIPTION SERVICE
RETENTION TEAM (Economist)
NOVEMEBER 2022 - PRESENT
Lateral transfer from retail banking to spearhead pioneering account. I dedicated my time mastering account
processes and KPI’s.
Key responsibilities
Join client calls for business reviews and performance
Provide support for colleagues with their contacts – (Blended – phones and chats)
Review and scrub agent attendance and leave records
Analyze agent QA defects, survey detractors and provide SMART coaching
Mentor colleagues with KPI targets that’s not met
Calibrate agents with process
PROCESS LEADER – RETAIL BANKING
(Lloyd’s Banking Group)
External hire as a team lead, I dedicated my time mastering account processes and assisting colleagues to excel with
their metrics.
Key responsibilities
Provide support for colleagues with their chats
Review and scrub agent attendance and leave records
Analyze agent QA defects, survey detractors and provide SMART coaching
Mentor colleagues with KPI targets that’s not met
Calibrate agents with process
PROFESSIONAL EXPERIENCE - OTHER
SYNCHRONY GLOBAL SERVICES INC.
FINANCIAL ADVISOR / SUBJECT MATTER EXPERT - CARD SERVICES
JANUARY 2019 – NOVEMBER 2022
ACCENTURE PHILIPPINES
REMOTE DESKTOP SPECIALIST - BEST BUY
MARCH 2018 - NOVEMBER 2018
CONVERGYS (CONCENTRIX)
CUSTOMER SERVICE REPRESENTATIVE - QUICKBOOKS
AUGUST 2017 - MARCH 2018
TELSTRA INTERNATIONAL PHILS INC.
CUSTOMER SERVICE REPRESENTATIVE - BILLING
JANUARY 2016 - DECEMBER 2016
EDUCATION
ACHIEVEMENTS & AWARDS
CEBU INSTITUTE OF TECHNOLOGY UNIVERSITY
BUSINESS ADMINISTRATION
MAJOR - GENERAL BUSINESS MANAGEMENT
4TH YEAR UNDERGRADUATE
PRODUCTIVITY CHAMP
QCAL MAVEN
VOC SUPERSTAR
CHARACTER REFERENCES
Donna Arias
Operations Manager - Concentrix
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Roby Carlos
Customer Service Manager - Synchrony
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Solly Jordan
Fraud Specialist - Synchrony
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