JOANA PAULA REYES ESCOTE
23-E Sao Paolo St. Betterliving Subd., Brgy. Don Bosco Paranaque City
Brgy. C, Rosario, Batangas
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SKYPE ID: pau_escote
A dynamic, resourceful team leader, and with an extensive range of expertise in order entry, personnel management,
and financial credits gained via Business Process Outsourcing (BPO) industry.
WORK EXPERIENCE
Team Manager, arvato Corporation (September 5, 2014 – Oct 3, 2016, Grnd Flr., Bldg E. Northgate, Alabang
Muntinlupa City)
Creates, implements, and supports CSR’s initiatives within the LOB.
Performs other assigned/related duties within the center as directed by Management.
Attends Process and Management’s calibrations.
Ensures associate’s deliverables are aligned with the KPI’s objectives and targets.
Tracks and documents employee time (punctuality, attendance, and up-training)
Identifies performance gaps and prepares action plans for effective coaching and performance
improvement during 1:1 feedback.
Handles escalation tickets from associates as, providing RCA and action plans with the Management and
client.
Assists, tracks, and coordinates issues with supporting departments, such as IT, HR, and Workforce
Management.
Provides atleast (2) coaching sessions per associate per month.
Takes a minimum of (1) case to process per week.
Invoice Disputes and Product Returns Team Leader, Emerson Electric Asia Inc. (Emerson Process Management
Rosemount NA Account) (Nov. 19, 2012 –July 1, 2014, 31st Floor, Robinsons Summit Center , 6783 Ayala Ave., Makati City,
Philippines 1226)
Manages the daily operations of the team, assists Operations Manager in improving team productivity and
efficiency by influencing, motivating, and guiding direct reports to their optimum performance.
Conducts trainings to both staff-level and Management employees to ensure that they have sufficient
knowledge and skills before going live or performing their work alone/independently.
Works closely with counterparts/POCs in North America to identify loopholes and process gaps.
Supports projects related to quality improvement and handles ad hoc tasks to support the objectives of the
management.
Participates in Business Conference calls.
Invoice Disputes and Returns Specialist 1, Emerson Electric Asia Inc. (Emerson Process Management Rosemount
NA Account) (Aug 3, 2009-Nov 18, 2012, 31st Floor, Robinsons Summit Center , 6783 Ayala Ave., Makati City,
Philippines 1226)
Process Credit, Billing, or Return transaction requests sent to Manila from the US to allow collection of good
payments from the customers.
Performs quality check on transactions done by other workmates.
Participates in team activities and meetings locally and with clients and ensures that feedback is shared
within the team for purposes of process enhancement.
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Generates team weekly reports, if assigned.
Technical Support Representative, Sykes Asia Inc. (Emerson Process Management Rosemount Account)
(November 22, 2006 -Aug 1, 2009 47th Flr. One San Miguel Bldg., One San Miguel Ave. cor. Shaw Blvd., Pasig City )
Responsible for ensuring that all order details entered into Oracle 11i are accurate and meets the standard
set by the clients and its customers.
Provides back up support for other regions when needed to make sure that all orders are being processed on
time.
Coordinate with other support groups for proper administration and/or handling of the customer’s order.
Perform other duties and responsibilities as assigned.
Customer Service Representative, Sykes Asia Inc.( Microsoft Network- People.Net Account) (July 2005 –
November 19, 2006)
Provided first line web browsing limited to MSN websites only and pro-actively do content moderation that
may lead to takedown of customer’s websites to ensure that all contents posted by customer is within the
guidelines of the client.
Responsible for providing precise recording of data and escalates product issues that are irresolvable to L2
level.
Technical Support Representative, Sykes Asia Inc.( MSN Technical Account) (July 2004 – July 2005)
Provided inbound technical e-mail support in troubleshooting issues and product know-how to Internet
connectivity, emails and MSN software versions.
Stays abreast of new product releases and participate in new product and technology training to
continuously improve system performance.
Customer Service Representative, Sykes Asia Inc. (Airline Account) (May 2004 – July 2004)
Provided quality customer care through phone support by assisting the customers with regard to their flight
needs, booking via phone and/or online.
Accomplished other tasks as assigned by the different account managers.
Customer Service Representative, Philippine Long Distance Telecommunications Company (PLDT)
( Dec. 2003- February 2004 8th Flr Lexal Bldg España cor Macaraeg St., Sampaloc, Manila)
Handled customer’s product usage questions and promotes the current promos of the company via phone
support.
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Work-Related Skills
Knowledgeable in usage of MS Outlook and MS Office applications
People and results-oriented
Strong Leadership and Support Management Skills
Strong organizational skills and attention to detail.
Natural ability to work both alone or as part of a team.
Strong multitasking skills.
Excellent office administration skills
Expert knowledge of regulations such as Data Protection, Work Ethics, etc.
Knowledgeable of CRM and Oracle usage.
SEMINARS/TRAININGS ATTENDED
Selection Interviewing Skills, June 2013
Microsoft Office Excel 2007 level 2, June 2013
Change Management Workshop- Emerson Electric Asia Inc., Human Resources, RSC Building, Ayala
Center Makati City, May 10, 2013
Designing and Delivering Powerful Presentations- LJMB, Feb 21, 2013
Project Management Workshop- Jan. 23, 2013
Safety Leadership Training- Aug. 15, 2012
Employee Discipline Management Program, Aug. 13, 2013
7Habits of Highly Effective People (Signature Program)- June 28-29, 2012
Emerson Process Management’s Leadership Circle Series; Leadership talks, Inspirations and Strengths
Leadership Academy and Management Program (LAMP); Speed of Trust, DMAIC, Managerial Courage,
Situational Leadership, Mentoring and Coaching.
CORE Values – Shared.Demonstrated.Value- Aug. 29, 2012
Essentials of Management- May 18, 2012
Breakthrough Coaching- April 19, 2012
Communicative Leader- Feb 27, 2012
Step Up to Leadership Training- Feb 13, 2013
English Language Sustaining Program Effective on Oral Communication at the Work place for Sykes
International - Ateneo Language Learning Center, Ateneo De Manila University, Katipunan Road, Loyola
Heights, Quezon City, June 9-17, 2004
Customer Service and American Culture and Geography Training, InfoNXX Philippines Inc.
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EDUCATIONAL BACKGROUND
COLLEGE:
Bachelor of Arts in Mass Communication
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Far Eastern University
Nicanor Reyes St. Sampaloc, Manila
HIGHSCHOOL:
Saint Francis of Assisi College
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Holy Family Vill., Bagumbayan, Taguig, Metro Manila
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