Jesusa Elaine Coronel

JESUSA ELAINE LEONOR y CORONEL 363 Ramos St. Brgy. Poblacion Candelaria, Quezon Mobile No.:- Email Add:- QUALIFICATIONS: Ø Has more than 4 years of solid experience in the call center industry Ø Experienced in both supervisory and administrative roles Ø Consistent top performer and candidate for promotion in Convergys Ø Possesses exceptional management, organizational and administrative skills Ø Proven track record in providing excellent customer service Ø Proficient in English communication Ø Knowledgeable in financial planning, budgeting, and bookkeeping Ø Able to work effectively and efficiently in a call center team environment Ø Has in-depth knowledge of voice-logging systems and tools Ø Able to set goals and meet the mission statement and objective of the organization Ø Has sufficient experience in performing email marketing MANAGERIAL EXPERIENCES: MARKETING TEAM LEADER Speedy Publishing LLC October 5, 2015 – April 2016 Supervise marketing assistants with the daily research, postings and mural creations Do book research for IJR website, as needed Daily IJR Book Posting, as needed Daily social media mural creation, as needed Book distribution Press releases Daily social media posts Process marketing for author's books Respond to customer inquiries both email and social media Submit daily reports and attend to management meetings TEAM LEADER First LA Media 9301 Corbin Ave. #1000 Northridge California 91324 November 16, 2013 – August 2014 Call Candidate to confirm and verify appointments Set appointment for prospective candidates Prepare General Invoice Check and record voice mails Send emails to candidates and respond to their query Prepare meeting link for managers conference meeting Prepare and send daily report for agents show up sheet Prepare and send daily agents appointment made per agent Update show up sheet Rank CRM appropriately Set appointment for prospective candidates Inform managers regarding briefing schedules Provide daily accomplishment report to CEO and managers Perform data entry task in preparing leads for agents Post job opening in various job posting websites. Recruit and interview applicants BRANCH SUPERVISOR Sioland Development Corporation October 2004 – December 2005 oManages and motivates staff to increase sales and ensure efficiency oManages stock levels and makes key decisions about stock control oAnalyzes sales figures and forecasts future sales volumes to maximize profits, oInterprets trends to facilitate planning oUses information technology to record sales figures, for data analysis and forward planning oEnsures that standards for quality customer service are met oResponds to customer complaints and comments oOrganizes special promotions, displays and events oAttends and/or facilitates meetings oUpdates colleagues on business performance, new initiatives and other pertinent issues oMaintains awareness of market trends in the retail industry; understands forthcoming customer initiatives; and monitors what local competitors are doing oInitiates changes to improve the business, e.g. revising opening hours to ensure the store can compete effectively in the local market oDeals with sales, as and when required CALL CENTER EXPERIENCE: ACCOUNTS & BILLING / IN-GAME SUPPORT (TIER 2) Sitel Philippines November 2011 to October 2012 Account: Bioware oSupport customers with billing inquiries, reporting foul play or behavior in social online gaming, and technical issues. oResponsible for delivering an exceptional customer experience via telephone, email, and chat in a timely and efficient manner. oHandles escalations from Tier 1 Accounts & Billing agents oGives applicable compensation for game time lost CUSTOMER SERVICE REPRESENTATIVE/TRANSITION COACH Convergys October 2009 to August 2011 Awards Received: Site Top Performer for DirecTV Star Agent for CSAT Top Sales Agent Accounts: Bank of America, GE Money, DirecTV Duties and Responsibilities in Bank of America and GE Money Contacts delinquent customers of our clientele to obtain payment commitments and bring resolution to unpaid accounts Communicates with individuals by phone and written correspondence Negotiates and recommends action on accounts based on information gathered Obtains confidential information while accurately updating computer files Demonstrates effective skip tracing techniques through programs and policies implemented by the company Offer best solution to remove account from delinquent status Duties and Responsibilities in DirecTV Educates customers on product and services, explain pricing, and answering questions from customers regarding billing concerns to build loyal customers. Identifies customer issues and provides appropriate solutions via up-sell of additional products and/or services Handles customers’ billing dispute and explaining details of the bill. Handle supervisor calls for dissatisfied customer and convert them to loyal customer Assist new agents during their nesting period Conduct follow up training for new agents during nesting period Provide score and feedbacks for new agents Conduct one on one coaching with new agents that needs further training Endorse and distribute new agents to their perspective Team Leader. INBOUND SALES REPRESENTATIVE Teletech Philippines July 2008 to April 2009 Award Received: Top Performer for Sales Account: Hewlett Packard oConsistently meets or exceeds weekly and monthly sales activity goals by utilizing sound telephone based selling approaches oEstablishes and maintains a high level of customer satisfaction in all sales transactions oIdentifies opportunities to up-sell and cross-sell customers. oHandles inquiries with regard to product, pricing order expediting, customer relations and complaints. oHandle all incoming phone calls with courtesy and professionalism. oSolves customer problems, takes orders and answers inquiries while completing other assigned tasks. REFERENCES: Cristina F. Jumayao Tina AbarquezFaye Liong ManagerManagerProgram Director Virtual StafferSpeedy Publishing LLCCenter for Empowerment and-speedypublishing.comWorkshop Inc.-gmail.com Jo Anne PrincipeGrace Ching SupervisorSupervisor Convergys PhilGreat NonProfits--