Junabeth Reganit

JUNABETH L. REGANIT #3 Amber St., Montana Strands Subd., Brgy Calulut, City of San Fernando, Pampanga 2000 Mobile #: - - 2116 E-mail:- WORK EXPERIENCES Amazon Case Management and Product Compliance Specialist February 23, 2021 – Present ● Creating/Managing Amazon and Walmart cases ● Work with the suppliers to get the updated vendor agreement ● Contact suppliers to ask for the Test report and CPC documents ● Submitting compliance documents to Product Compliance Request and/or sending the documents by emailing-● Responding to customer service emails ● Fixing suppressed, stranded, dog page, intellectual property rights Amazon VA/Team Manager November 13, 2017 – August 31, 2022 ● ● ● ● ● ● ● ● ● ● ● Listing optimization - optimize title, bullet points and product descriptions using top keywords Fix Listing Errors Upload/Correct Images Add product via Bulk Upload Add or create a new listing via Manual upload Fix or create variations Manage cases Sponsored Products Campaigns Fix Suppressed and Stranded Listings Filing Reconciliation Cases Manages a Team of 3 Members Amazon VA Customer Support December 16, 2018 – Present ● ● ● ● ● ● Respond to Buyer Messages Manage Negative Feedback and Product Reviews Manage cases Create FBA Shipments Manage Promotions Create SOP Documents Shopify Customer Email Support October 31, 2018 - Present ● ● ● Respond to Email messages Manually fulfilling orders Processing refunds Tata Consultancy Services – Angeles City, Pampanga October 7, 2013 – December 31, 2018 Team Leader (Australian Gas and Light - AGL) October 1, 2013 – December 31, 2018 ● ● ● ● ● ● Managed 15 agents. Motivated agents through weekly coaching focusing on their Key Performance Metrics or KPI. Conducts Agent Development Plan (ADP) once a month which was done during the first week of the month. The purpose of this was to discuss the previous month’s performance and set the goals for the following month. Conducted Team meetings when needed to roll out any updates. Conducted Side by side monitoring to make sure that they perform according to the client’s standards. Prepared reports and sends them to the Operations Manager. Business Process Lead (QA) October 7, 2013-September 30, 2015 ● ● ● Monitor the calls of the agents. Do one on one coaching with the agents. Attend and facilitate call calibration sessions. Prepare the weekly Quality report and send it to Operations. Sutherland Global Services Philippines – Angeles City, Pampanga December 4, 2007 – October 2, 2013 Quality Assurance Specialist (Amazon Customer Service) ● ● ● ● ● ● ● ● Attend call calibrations. Monitors and evaluates the calls of the agents based on the Quality standards set by the company and the client. Conduct regular feedback to agents and communicate the same to the Quality Supervisor. Coordinate with the Operation Supervisors for any action plan to improve the team performance and the overall performance of the Program. Maintain program quality related client interactions. Prepare Weekly Quality Report (WQR) and discuss it with the Program Managers. Prepare Quarterly Business Review and discuss it with the Clients. ADVANCED CONTACT SOLUTIONS, INC – LIPA, Batangas January 22, 2007 – December, 2007 Quality Assurance Representative (Verizon Technical Support) ● ● ● ● Monitor and evaluate the agent’s call based on the company’s policies and guidelines. Conduct feedback to agents and make necessary action plans. Prepare weekly and monthly trend analysis to check progress and provide suggestions or feedback to the Operations Department. Attend /Facilitate QA calibrations and conduct QA Discussion to newly hired Technical Support Representatives. EDUCATION College University of the Philippines Los Baños Los Baños, Laguna Bachelor of Science in Food Technology 2005 Secondary Tanauan Institute Tanauan City, Batangas 1992 TRAINING ATTENDED Coaching Effectiveness Training (2018) Tata Consultancy Services Six Sigma Greenbelt Trained and Certified (2017) Tata Consultancy Services Compassionate Training (2016) Tata Consultancy Service QA SUTH Lite Training (2010) Sutherland Global Services Philippines Coaching for Language (2007) Advanced Contact Solutions, Inc. SKILLS ● ● ● ● Proficient in using the Microsoft Office like MS Excel, MS Word and MS Powerpoint Proficient in using the CMS tool Above average English communication skills Adaptability and ability to work under pressure REFERENCES Mirasol Dimacali Manager - Buyboxer Services Manila Florinda Cano Team Leader -Tata Consultancy Services - Charl Dimatulac Operations Manager - Tata Consultancy Services - I attest to the best of my ability that the information written above is true and correct.