166 JP Rizal Street
San Roque, Marikina City--Skype id: jolly-bebeth
Date of birth: August 22, 1981
Jolly Bebeth Labro
OBJECTIVE
A position that will require me to utilize my skills and abilities to
improve operations, increase profitability and enhance career
growth.
To become a part of a productive, innovative and progressive
company where my knowledge and skills can be utilized to the
fullest.
SKILLS&
ABILITIES
Computer Literate (MS Word, Excel, PowerPoint)
Google tools and apps
Real Estate CRM and tools – CINC, Infusionsoft,
Ability to adapt to changes and shifting schedules.
Self-motivated, responsible and experienced at working in fastpaced environments.
Strong interpersonal skills: proven ability to work well with
individuals at all levels.
Ability to work under pressure in fast-paced environment
Focused, organized and keen to details
Fast learner, Versatile and Flexible
Committed, Dedicated and passionate
EXPERIENCE CONTACTUALLY – Washington, D.C.
January 2017 – September 2018 (1 YEAR & 8MOS)
Email Customer Support
- responds to inbound email support requests, file tickets if
needed to get back to the customer and determine if the issue
needs to be passed on to the Engineers
- Gives feedback on how we can make our processes/product
better during weekly meetings.
Hinds Realty Group - Walnut Creek, CA
January 2016 – July 2016 (7MOS)
Appointment setter
- converts leads into solid appointments for our agents
- clear daily, weekly and monthly task in database
- responding and answering queries through emails
- organize task sheet
Convergys – MDC 100 Eastwood
February 2008- August 2015 (7 YEARS & 6MOS)
DirecTV (No. 1 TV provider in the U.S)
Senior Customer Service Associate
Team Leader Trainee, Team Leader
-Assisting customers with their billing concerns and basic
troubleshooting with their televisions.
- Managing calls such as billing and general inquiries of a
customer as well as basic trouble shooting for technical
concerns.
- Take supervisor/manager calls and drive positive impact to
customer satisfaction and metrics that matter. Coach agents.
Facilitate agent discussions for improvement on call handling
EDUCATION Polytechnic university of the Philippines – Sta. Mesa, Manila
Bachelor in Advertising and Public Relations – 1998 to 2002
LEADERSHIP
Team Leader Trainee, CSR agents
August 2013 – April 2014
Provide 1:1 coaching or feedback to new hires to build their skills
on call handling specific to Customer Satisfaction.
Manage team stats on metrics that matter
Analyze call behaviors critical to the program through side by
side or remote
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Team Leader , Escalations Team
June 2014 – October 2014
Manage the team stats and do 1:1 coaching.
Build strong relationship with agents and identify behaviors that
will affect the customer satisfaction.
Facilitate teach backs or discussions that are metric or product
specific to enhance new hire’s knowledge
Provide additional support such as answering queries in the chat room or floor
walking
REFERENCES CHRISTIAN SANTOS
Operation Manager – CONVERGYS
-
TIMOTHY CANLAS
Inside Sales Agent, HINDS REALTY Group-PENNY RALLOS
Support Team Leader, Contactually-
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