Jillford Palgan

JILLFORD C. PALGAN Date of Birth: January 23, 1988 Gender & Age: Male, 26 Email:-Contact No.: - Skype ID: jepoepalgan _____________________________________________________________________________________ PROFILE Competent, fast-learner, result-driven and detail-oriented Possess essential sales and customer service skills Committed to excellence and has passion to serve JOB OBJECTIVE To obtain a Team Leader position where I can utilize my 5 years of customer centric and sales personality to ensure customer satisfaction and repeat business EMPLOYMENT HISTORY TELEPERFORMANCE, PHILIPPINES (May 28, 2013 – Present) Operations Supervisor Coach 20 – 30 executives (one-on-one)and manage the team to meet targets or exceed expectations (Product Quotas, Offer % vs Accepts %) on a weekly basis Serve as the first point of Escalations to reduce customer complaints and improve customer satisfaction % Create report and analysis for weekly and monthly meetings Conduct Random Call monitoring and Side by Side Call monitoring Ensures that all compliance and client initiatives are met Process administrative tasks such HR concerns and process transaction to various departments in the company; Validate the accuracy of the direct executives’ performance report, i.e. review scorecard (internal scorecard vs client scorecard) Required to join Senior Management Meeting /Client meeting depending on the initiative Conduct refresher courses and Team Building for Peer Coaches (once every 6 months) Perform tasks that the immediate superior may require VXI GLOBAL SOLUTIONS, PHILIPPINES (June 06, 2012 – April 25, 2013) Senior Technical Support Representative Conduct coaching sessions to team mates that are outliers in different metrics. Ensure that all training objectives are met Reinforce learning through follow up with the executive’s team lead Making sure that the team are motivated in terms of social and work related concerns. Conduct connection sessions to each agents to get their feedback and create an immediate solutions to it. SUTHERLAND, PHILIPPINES (November 10, 2011 – May 20, 2012) Sales Coach/ Customer Account Executive Conduct coaching sessions to team mates that are having problems in pitching sales Create spiels for proper product pitching based on the needs of the customer Provides Model call to Consultants to ensure hands on education is pushed. Provides feedback in every sale done by consultants in a daily basis. CONCENTRIX, PHILIPPINES (May 2010 – June 2011) Product Support Representative Provides Technical Support for networking devices like router configuration and connecting wireless devices. Ensures that Sales target is met for both product and Technical Support premiums. RELEVANT SKILLS SKILL YEARS PROFICIENCY Customer Service 5 Excellent Organizational 5 Above average Interpersonal 5 Above average Communication 5 Excellent Literacy 5 Excellent TRAININGS/WORKSHOPS/PROJECTS New Supervisors Training Customer Operations Performance Center, INC Understanding transaction and performance data, Process control and the critical importance of reducing process variation Staffing and scheduling to transaction arrival patterns and how this impacts service levels, costs and customer satisfaction Managing teams to hit targets for service, quality, costs, productivity and efficiency Lead Certification Program Training Understanding Human Personality Team Management Handling difficult people 7 Steps in Coaching and Root Cause Analysis Call Center Management Managing KPIs EDUCATIONAL BACKGROUND UNIVERSITY OF MINDANAO (June 2007 – October 2011) Bachelor of Science, Information Technology ADDITIONAL INFORMATION Internal Vice President Supreme Student Government October 2009 – March 2010 President – College of Arts and Sciences SSG June 2009 – March 2010 Auditor- College of Arts and Sciences SSG June 20047 – March 2009 CHARACTER REFERENCES Paul Vincent Minoza Operations Supervisor Teleperformance, Philippines SM City Davao, Davao City Mobile:- Ma. Nelly Noel Senior Supervisor Sutherland Global Services Tarlac City Mobile:- Cherry Rose Ramonal Operations Supervisor Teleperformance, Philippines SM City Davao, Davao City Mobile:-