Johanne Hernandez

JOHANNE PAULO HERNANDEZ Address: 204 Brgy. Sto. Cristo, San Pablo City, Laguna, Philippines 4000 Mobile: - Email address:-Skype ID:-SUMMARY OF SKILLS AND CAREER HIGHLIGHTS: Operational and Performance Management - 10 years of operational "Customer Service" experience in Tech, Financial, Billing, Collections, Health Care, and Insurance (Support mediums – Email, eSupport (Chat) and Phones). Graphic Design – More than 5 years of experience in the management of the complete design process, from conceptualization to delivery using Adobe Photoshop and Illustrator. People and Talent Management – Experienced in managing teams of 5 to 6 people implementing metrics such as AHT, Net Promoter Scores and Quality. Oversaw operations and conducts coaching, monitoring and performance evaluation. EMPLOYEMENT HISTORY: Keais Records Retrieval Records Retrieval Specialist – April 2015 to April 2017 – Full Time   Make outbound phone calls to facilities with the purpose of verifying receipt of request as well as verifying and updating custodian/facility information.  Complete 70-80 first call contacts per day and document all pertinent information and schedule call backs. ADP Philippines Inc. Analyst – January 2014 to February 2015   Responds to questions from participants, HR and third parties regarding Health & Welfare Administration services to include annual enrollment.  Emphasis is on first-call resolution and is expected to meet quality score of 90%.  Navigation and support of applications as well as knowledge of Benefits and HR.  Documents all inquiries into the company's Case Management System and update multiple applications in order to develop accurate and comprehensive responses and documentation for inquiries.  Communicate and educate participants on processes and procedure utilizing Knowledge Base, HR/Benefits Administration System, and employee Self Service Tools. Aicom Solutions Team Leader – January 2012 to June 2012    Make follow up calls to vendors who has existing orders. Account management of customer’s accounts and provides assistance regarding their purchase orders. Responsible for reviewing, entering and following up on customer’s purchase orders.     Performs suggestive selling of related products that may benefit customers to maximize their use of the software. Responsible for internal and external reporting. Responsible for data analysis, data management and email handling. Trains new hire account managers, monitor performances and conduct one on one coaching. Virtual Assistant – July 2011 to December 2011         Generates daily, weekly and monthly backlog reports. Responsible for client reporting, internal reporting and analysis of reports. Responsible for data analysis, data management and data scrubbing. Trains new hire project managers, monitor performances and conduct one on one coaching. Performs Search Engine Optimization & Social Media Marketing for clients. Performs lead monitoring and data management for client’s customer database. Handles clients’ contacts, email accounts and appointments. Layout designing for Flyers, Newsletters and PDF documents including content and presentation. Customer Service Representative – January 2011 to June 2011     Provides inbound customer service for a financial campaign. Verifies customer’s membership to the program. Performs suggestive selling of related products that may benefit customers to maximize their use of the service we provide. Maintains passing AHT, CSAT and QA scores. Advance Contact Solutions Reports Analyst – June 2007 to June 2009     Generates daily, weekly and monthly reports regarding agents’ performance and their respective teams. Responsible for client reporting, internal reporting and analysis of reports. Maintains detailed reporting documentation and data analysis. Coordinates reporting efforts with the account owners and help streamline reports and their processes while adding efficiencies and insight. SITEL Customer Service Representative – June 2005 to 2007      Provides inbound customer service for a UK based telecommunications campaign. Verifies customer’s eligibility for post pay mobile subscription. Assists customers on topping up their prepaid mobile accounts. Performs suggestive selling of related products that may benefit customers to maximize their use of the service we provide. Maintains passing AHT, CSAT and QA scores. EDUCATIONAL ATTAINMENT: MSC COMPUTER TRAINING CENTER Brgy. San Gregorio, San Pablo City, Laguna 4000 Computer Technician 1999 – 2001 Associate Diploma in Computer Technician