Jocelyn Bacaron

 Jocelyn Pila-Bacaron Don Gervacio Quijada St. Guadalupe Cebu City Philippines 6000 - - PROFESSIONAL SUMMARY Consultant Key Strengths Works professionally Can work with less supervision PROFESSIONAL EXPERIENCE EXL Service Phils Customer Care Professional Receive customer inquiries about their Tax Refund Check and balance customer balances on their account Answer inquiries about customer’s direct deposit for their payroll Make sure to provide excellent customer service by providing options Nov 9, 2015-August 15, 2016 Telstra Powered by Teletech Consultant (Residential Billing) Answer phones and respond to customer requests. Provide customers with product and service information. Transfer customer calls to appropriate department. Identify, research, and resolve customer issues using the computer system. Follow-up on customer inquires not immediately resolved. Research billing issues. Research misapplied payments Recognize, document and alert the supervisor of trends in customer calls.-Recommend process improvements. October 2014-September 2015 March 2010-January 2014Sykes Asia, Inc Philippines Assistant Supervisor Monitors productivity of customer service representatives and generates reports. Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies. Answers questions and recommends corrective services to address customer complaints. Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions. Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints. Determines work procedures, prepares work schedules and expedites workflow. Studies and standardizes procedures to improve efficiency of subordinates. Maintains harmony among workers and resolves grievances. Prepares composite reports from individual reports by subordinates.  GSS Real Estate, Ajman UAE June 2008-September 2010 Supervisor Determine the duties to be performed and select the best-qualified candidate. Provide appropriate orientation for the employee addressing such topics as are listed on the new employee orientation checklist at the end of this document. Give employees the information, technology and reference materials necessary to perform their jobs. Assign certain duties to the employee, explaining how those duties are to be done (i.e. what level of performance will meet the supervisor’s expectations) and communicate how the successful performance of those duties will be measured. Ensure that the employee is working under a current job description and in a classification appropriate to the duties. Update job description, and submit it to the Business Office, as needed. Evaluate Performance of the employees duties Help employees address and resolve a wide variety of concerns and complaints. EDUCATION AND PROFESSIONAL DEVELOPMENT Bachelor of Science in Accountancy University of San Carlos Philippines March 1999 PERSONAL INFORMATION Age 35yrs old Height 5’3 Language English and Filipino REFERENCES: Miss Rebeth Vecina Account Manager Sykes Inc. Phils Mabolo Cebu City - Mr. John Nicolas Mapula Customer Service Representative QBE -