Jhonalyn L. Cadiente

 Jhonalyn Leguis Cadiente Address:28-A Lamug St., Middle Quezon Hill, Baguio City 2600 Mobile:- Home ph:- Email: -Skype: johanne.cadiente EMPLOYMENT RECORD and CAREER HIGHLIGHTS Customer Service Assistant Real-time online customer support Autos Industry Company: LiveAdmins, LLC Date: April 26, 2015 – 2021 Address: 500 North Michigan Avenue Suite 600, Chicago Illinois 60611 JOB DESCRIPTION Real-time online customer support helps our clients increase their ROI and provide their valued customers with a memorable online experience. I go the extra mile to guarantee exceptional quality customer support. Focusing in Automobile Industry, we provide customer service to people who visit online. Answering queries related to any type of vehicles, schedule services appointments, ordering parts, directing to appropriate departments concerned, handles employment queries, warranty and insurance concerns. Deliver quality customer satisfaction across the United States and Canada respectively. Lead for Operations Project Manager Assistant (Manila Shared Services)/MIS for Ops Company: IBM Global Process Services Date: Aug 2012 – April 10, 2014 Address: 8f Hanston Square 17 San Miguel Ave, Ortigas Pasig City 1605 JOB DESCRIPTION Responsible for executing functions for an IBM GTS Services Delivery strategic outsourcing contract Receive work activity direction from the RFS Focal, Account Interface Manager, Standard RFS Manager, Complex RFS Manager and/or the Shared Services Sector RFS Horizontal Manager as well as the Global Delivery Manager. Creation & maintenance of RFS records & status within the strategic RFS tool (i.e., POST, PgMP, RFSOL, Notes databases, etc.) Updates Siebel & provides reports as requested by account Participates in account RFS calls, taking minutes, distribution, & filing of meeting minutes Produces RFS status reports & metrics & updates designated database by specified timeframe. Logs RFSs that meet the Opportunity Management tracking criteria. Ensures submission of “Win” notifications once RFS is signed Builds and fosters client relationships by direct client interaction. JOB DESCRIPTION for MIS Gather, generates and publish daily, weekly, monthly and Quarterly and yearly reports. Providing inputs on how to enhance more the account’s reports viewable by Bus Operations Team Leads. Automating reports for the account. In charge in consolidating data for performance of every team. Monitor absenteeism on a regular basis. Provides PMD Performance Management Dashboard weekly to ensure all of the metrics has been met by the account in every team. KEY SKILLS AND EXPERIENCE Be able to provide cross team coordination (backup & redundancy) Ability to understand and demonstrate the department & Shared Services mission Recognize complex problems, analyze situations and provide/suggest/implement resolution(s) Demonstrate flexibility in the work environment. Execute tasks to closure Sr. Executive Bus Ops (Performance Reporting Center of Excellence Manila) Company: IBM Global Process Services Account: Xerox UK and NA (North America) Date: June 11, 2011- August 2012 Address: 2nd floor Bldg E UP Ayala Techno HUB Commonwealth QC IBM Global Process Services IBM Global, a wholly owned company of IBM Corporation, is a leading and multi-awarded provider of Business Process Outsourcing (BPO) solutions with over 20,000 employees spread out across its India and Philippine operations centers. Tools Proficiency: Avaya CMS IEX EWFM Aspect, Citrix MS Office Application ( MS Excel, MS Word, MS PowerPoint) Other web-based client applications. Duties and responsibilities: Generates and publish daily, weekly, monthly and Quarterly Reports for the Account. Analyzing reports for the account's progress in terms of billing. Providing inputs on how to enhance more the accounts reports viewable by the clients and Bus Operations Team. Participating in Outreach program organized by the Team and HR Partners nationwide. Provide best solution for account related problems. Submitting the reports in a timely manner with 100% accuracy. With 0% defects. Effectively communicates with the client for any account related issues. Attends weekly meeting with the team for the improvement of the reports submitted. Automating reports for the account as part of the Team's Project. Handles accounts which mainly focus in reporting, scheduling, and real-time monitoring In charge in consolidating data for performance incentives and RnR and ensures this will be processed for payroll. Manages the sourcing, gathering, processing and analysis of reports (internal/external) on a regular basis. Submits monthly and weekly reports required from the account by both Internal and External clients including metrics performance of the LOB, attrition, financials and revenue and other reports as may be required by the business. ACHIEVEMENT/S / CONTRIBUTION: Manila's Pioneer Reporting Team (India Counter Part) Handling 2 accounts as reporting analyst. Sr. Associate (Workforce Management WFM) Company: IBM Global Process Services Account: Central Workforce Date: June 11, 2010- June 10 2011 Address: 2nd floor Bldg E UP Ayala Techno HUB Commonwealth QC Duties and responsibilities: Monitoring agents queue and SL. Generating reports thru AVAYA CMS Supervisor, DIVmonitor related tools for real time monitoring. Attending regular meeting with the clients across the globe to effectively communicate and advise them about the issue the account is facing if there is. Educates new hire about the Service Level and how every headcount is important for the account avoiding them to go on over break and passing the SL every day. Proactively advising Ops if there are ongoing issue(system issues)avoiding SL to drop drastically during shift. Recommends on how to improve SLA and meeting the target before hitting month end requirements. Attending online training to enhance RTA skills to become more effective in handling the account. Real Time Adherence Monitoring – Monitors agents’ activities and schedule/ staffing adherence. Sends hourly reports to internal and external clients. FINANCIAL ASSOCIATE (ESCALATIONS UNIT) Company: IBM Daksh Business Process Services Phil’s Inc. Account: Citimortgage Inc, North America Date: November15, 2008 – June 10, 2010 Address: 2nd floor EDSA Square Bldg., Greenfield District Citimortgage- Provides residential mortgage financing throughout United States. Duties and responsibilities: Taking escalated and supervisory calls. Assisting the agents in terms of the process. Educate clients for their banking needs, answers queries regarding their account. Taking payments using speed pay and provide other options in making their payment. Provide best solution for account related problems. Recommend the best product to our client that suits their needs by up selling CITI and CITI affiliated products. Handle all customers concern and provide basic troubleshooting on their online account. Providing CITI customers quality customer service. Audit Late Charges. Technical Support Representative Company: SITEL Philippines Account: American Telephone and Telegraph (AT&T) Date: Oct 2007 – Sept 2008 Address: Loakan Road, Baguio City Duties and responsibilities: Provide excellent customer service to North America clients. Attends to clients technical needs such as troubleshooting computer hardware, installing software, removing computer threats (malware, spyware, Trojan, virus etc.) ACHIEVEMENT/S / CONTRIBUTION: Received Commendations from the Clients being satisfied for the service provided and awarded for Best in CSAT for 3 consecutive months. SUMMARY OF QUALIFICATIONS: Fast learner and can work under pressure with minimal supervision. Good leadership ability. Self motivated and dedicated to get the job done right. Team player but also able to work independently. Good communication skills. Takes criticism as a constructive way of personal development. Can work under pressure and a multi-tasker. Tasks oriented, can prioritize and manage time well. Has innate drive to meet if not exceeded target metrics/deadlines. Proficient in MS Office applications (MS Excel, MS Word, MS PowerPoint.) Knowledgeable in Aspect, AVAYA CMS, EWFM, RTA Tool. PERSONAL PARTICULARS Birthday: June 7,1984 Birthplace: Parañaque City Metro Manila Height: 5’2” Weight: 56 kg. Civil Status: Single Citizenship: Filipino Dialect : Ilocano Language Spoken: Filipino and English EDUCATION - System’s Technology Institute Information Technology Academic Excellence Awardee Character Reference: Marian Ruiz Quality Manager LiveAdmins LLC -/- Ailyn C Bernal Deputy Manager Concentrix – UP Ayala Techno Hub QC- Simeon Escobar IBM Global- Annalyn Joy Vergara MIS Coordinator ADP PHILIPPINES, INC Makati City-