Jinky D Gonzaga

 JINKY D. GONZAGA 837 Burlington St. Brookside Hills Subdivision Cainta, Rizal, 1900 Cellphone #:- Landline:-/- Birthdate: February 3, 1973 Email:- OBJECTIVE To obtain a position in your company that utilizes my 15 years of progressive experience as a leader of Customer Service industry. QUALIFICATIONS Account Supervisor for Customer Support that deals with Order Entry, Expediting and Phone Support that supports B2B and E-commerce. Demonstrates strong communication skills and ability to have a good rapport with Global clients, counterparts, colleagues and staffs. Goal oriented and self motivated. Always looking for better resolution on a problem. Detail-Oriented and accurate in delivering outputs. Ability to work well under pressure. Ability to multi-task in a fast paced environment. Leading the team by example and establish professionalism based on respect. Possessing the ability to manage, support, develop a team member to do better and to always drive continuous improvement. SKILLS: Good customer and human relations skills Analytical Thinking Good communication and presentation skills Excellent Management and Organizational skills Ability to instruct, direct, and evaluate employees, and to resolve work related problems Ability to make decisions and take necessary actions. Software: MS office, Mac Office Operating System : MS DOS, MS Windows, XP, Vista, Yosemite PROFESSIONAL EXPERIENCE Owner/Entrepreneur – JNX KITCHEN – December 2014 – current Takes care of marketing, bookkeeping and accounting of my online business Assists in Delivery of goods Create flavors for Jnx Kitchen Flavored salts Account Supervisor for Customer Support - Emerson Electric Asia Ltd – ROHQMarch 8, 2010- June 30, 2015 Manages the support team (Order Entry, Expediting and Phone Support) and ensure the performance measure are at desired service level Manages and Develops operations, its key personnel and promote continuous development geared towards meeting and exceeding the account’s objectives Check tracking databases or CRM tools regularly for data integrity and areas of improvement Plans, delegates and directs work to the team/employees in cooperation with the Account Manager Provide last queue back up to take support calls, email and cases to Level 1 support for small accounts Contributes to other projects Responsible for approving cancellation of orders Responsible for the logistics of the team and makes sure that the operation will have smooth operation Mentoring/Coaching of Team Lead and associates Responsible for overseeing hiring, training and development of agents Oversees process improvement and productivity enhancements thru collaboration and synergy with other business units Account Supervisor for Customer Support ( Emerson Industrial Automation ASCO Valve) - Sykes Asia, Inc. - July 1, 2009 – March 8, 2010 Manages the support team (Order Entry, Expediting and Phone Support) and ensure the performance measure are at desired service level Manages and Develops operations, its key personnel and promote continuous development geared towards meeting and exceeding the account’s objectives Check tracking databases or CRM tools regularly for data integrity and areas of improvement Plans, delegates and directs work to the team/employees in cooperation with the Account Manager Provide last queue back up to take support calls, email and cases to Level 1 support for small accounts Contributes to other projects Responsible for approving cancellation of orders Responsible for the logistics of the team and makes sure that the operation will have smooth operation Mentoring of Team Lead Team Leader – April 15, 2008- June 30, 2009 Ensures attainment of frontline service level standards according to agreement with the Client Assist Level 1 support towards 1st contact resolution and responds timely and accurately to the escalations of the agent Generate applicable reports related to division programs Feedback and track all downtime on all client tools required to perform support Conduct team meetings and support update sessions In charge of agent’s shift coverage, schedule adherences and workload distributions Quality Monitoring – monitoring agents performance and updating their records on a regular basis for continuous mentoring and feedback sessions. Conduct training to newly hired agents and refresher, update and processes and remedial trainings for existing agents Senior Customer Service Representative ASCO Valve – September 14, 2006 – April 14, 2008 Provides Customer Service through expediting orders via E-mail and phone. Assist customer in all their concern except for technical aspects Does changes on orders, cancellation request, entering of orders, assisting in return of products and provides pricing and delivery Provides weekly and monthly report of the team’s operation Maintenance of team’s trackers Full time back up for Team Manager Performs other duties and responsibilities as assigned. Customer Service Representative – ASCO Valve Order Entry – July 2005 Provides Customer Service through processing of incoming orders received via fax or email Responsible for preliminary review of all incoming orders for all necessary information Should meet or exceed target in terms of quality provided by client and quantity depending on the orders received daily Performs other duties and responsibilities as assigned Customer Service Representative – MSN Chat/Voice/Email and Internet Access – June 2003 Provided customer support for billing department Explains to customer billing changes on account Responsible for a professional and efficient customer support/service function for all client projects in line with client contractual requirements vial electronic mail Customer Service Representative –Microsoft Bcentral - June 2000 Provided customer assistance for clients inquiring about doing appointments and calendar meetings TRAININGS Breakthrough Coaching Communicative Leadership Effective Business Writing Systemic Managerial Analysis Discipline Management Presentation Skills Essentials of Management Fast Start Management Excellence Program in Action Sykes Continuous Improvement Training Global Core-Performance Readiness Performance Readiness English Trainings – American Accent and Proper Handling, Writing and Structuring Emails Business and Telephone Etiquette The Art of Selling and The Business of Image by Pierra Groupe SEMINARS Emerson Planning Conference – Sept 2008 – Synergy and Collaboration Emerson Strategic Planning Conference – July 2010 Project Management and Problem Solving 7 Habits of Highly Effective People Great Team, Great Leaders, Great Results (8th Habit)– Franklin Covey EDUCATION MEDINA COLLEGE - Bachelor of Science in Physical Therapy Ozamis City, Misamis Occidental – Graduate DAVAO DOCTOR’S COLLEGE- Bachelor of Science in Physical Therapy UNIVERSITY OF STO TOMAS - Bachelor of Science in Education ATENEO DE DAVAO UNIVERSITY - High School – Loyalty Award ATENEO DE DAVAO UNIVERSITY - Elementary – Loyalty Award