Leslie Ann Ibanez

LESLIE ANN R. IBAÑEZ Mobile Numbers: - and - Email Address:- Address: 244 ML Quezon St., Brgy. Sto.Cristo, Mexico, Pampanga, Philippines 2021 Skype ID: leraz1229 LinkedIn ID: www.linkedin.com/in/leraz1229 SSS Number:- TIN Number:- EXECUTIVE PROFILE SUMMARY: Hi! I’m Leslie Ann from the Philippines. A dynamic and driven professional with over a decade of combined experience in training and leadership, customer service and sales in the BPO industry. I am a dedicated and hard working person who believes in honesty and good working relationship. I love finding new ways to constantly develop my professional skills. Accustomed to working in fast-paced environment with the ability to think quickly and successfully handle difficult situations. I’m highly skilled in handling multinational clients and providing customer/client support. Team oriented. Strong leadership, management and good organization skills. I am very much experienced in managing and supervising a team. Excellent interpersonal skills, ability to work well with others in both supervisory or support staff roles. Has a well developed sense of judgment. Fast learner, willing to listen and able to learn whatever task given to me. I will work self-directed and figure things out whenever possible. Though I’m new in this sector of job of working from home, my skills and work experiences will help me to perform according to my clients expectations. CAREER OBJECTIVE: I’m extremely motivated in seeking a part-time or a full-time home based job opportunities in a company or with a client where I can apply my skills and knowledge to enable the client/organization to meet its goals and objectives and where my skills can be put to its highest potential for continuous improvement and advancement opportunities. I want a long-term, stable job where I can help you build your business. WHY HIRE ME? If you hire me, you will get many services at one time investment. I have honed my skills over years of experience. I am an enthusiastic, highly motivated person who pays great attention to details. I am very much confident of our succession together as I am punctual and dependable. I look forward in hearing from you soon. Thank you! SKILLS AND KNOWLEDGE: Soft Skills: Good communications skills, Teamwork, Dependability, Flexibility/Adaptability, Problem-solving, Strong work ethic, Integrity, Interpersonal skills, Time management abilities, Leadership, Attention to detail, Positive attitude/Self-Motivation, Self confidence, Ability to accept and learn from criticism, Working well under pressure, Attentive listening, Patience Technical Skills: 40-50 WPM typist MS Office: Word, Excel, Powerpoint, Outlook Email: Filters, folders, mail merge, rules Google Drive: Docs, Sheets, Forms, Slides Spreadsheets: Excel, Google Sheets Social Media: Facebook, Twitter, LinkedIn, Instagram Phone skills: Inbound, outbound, forwarding, hold, recording Productivity: Trello, Basecamp Quickbooks: Reports, payroll, employee time tracking Web: Content Management Systems (CMS). Enterprise Systems: Payment Processing, Automated Billing Systems, Customer Relationship Management (CRMs like Oracle Netsuite or Salesforce), Business Continuity Planning, Enterprise Resource Planning (ERPs like SAP, Oracle). Math: Basic math Research: Source checking, Google search Computer Skills: MS Office, Google Drive, spreadsheets, email, PowerPoint, databases, social media, web, enterprise systems Troubleshooting: Assessment, system knowledge, analytical skills, testing, calm mindset, problem-solving, logic, collaboration, communication. Planning: Analysis, brainstorming, decision-making, problem-solving, requirements-gathering. Project Management Skills: Task management, prioritization, delegation, task separation, scheduling, scrum Presenting: Public speaking, PowerPoint CAREER BACKGROUND: -CORPORATE TRAINER- October 2018 - May 2019 SARGAS INC. or 247 BPO SERVICES INC (new company name) 2nd Floor, Oceana Building, Balibago, Angeles City, Pampanga, Philippines 2009 Job Description: Facilitates Sargas Educational Program in which we provide free communications skills training to assess and help aspiring call center agents that has zero to minimal call center experience and to prepare them for client interviews and for their jobs. Conducts Employee Selection: OTP interviews, Training, Evaluation and Coaching. Prepare educational materials such as module summaries, videos, and presentations. Collaborate with management, instructional designers, recruitment and human resources to assess and identify company training materials, training needs and employee engagement activities. Assess and evaluate performance of trainees. Document performance reports, worksheets, track attendance and other records of trainees. -TEAM LEADER (Executive Services Specialist II) | LIVE CHAT SUPPORT- July 2018 – September 2018 KG NETWORK SOLUTIONS CLOUDSTAFF PHIL. INC. 2nd Floor, New Street Building, Johnny Street, Angeles City, Pampanga, Philippines 2009 Job Description: Provides daily direction and communication to employees so that customer service and sales calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgment in upward communication regarding department or employee concerns. Responsible for answering queries and assisting customers through chat. -GVA | TEAM LEADER (Management Trainee)- June 1-30, 2018 AUSTRALIAN WASTE MANAGEMENT PTY LTD GROW UNLIMITED Unit B, EAS Apartments, Gemsville 1, Diamond Street, Dolores, City of San Fernando, Pampanga, Philippines 2000 Job Description: Provides daily updates and communication to employees so that customer service and sales calls are answered in a timely, efficient and knowledgeable manner. Provides performance feedback and coaching on a regular basis to each team member. Email management/Filtering Booking appointments with clients Following up with clients/customers (sending thank you and other reminder emails) Receptionist duties (answering occasional calls) Calendar Management Creating basic reports (reports on weekly tasks, deliverables, sales) Preparing Slideshows (Powerpoint Presentations) -SENIOR PROCESS ASSOCIATE (BPO2)- December 2015 – May 2018 AUSTRALIAN GAS LIGHT COMPANY TATA CONSULTANCY SERVICES 8th Floor, Entec 1 Building, Teresa Avenue, Nepo Complex, Angeles City, Pampanga, Philippines 2009 Job Description: Inbound customer care consultant and outbound telesales specialist for AGL Energy, one of Australia's leading integrated energy companies providing electricity, gas, solar & renewable energy services to homes and businesses. Takes care of customer service and sales calls relating to AGL services. Knowing the products to answer customers’ concerns and questions. Providing accurate answers and information on the first call, establishing long-term customer relations and world-class service to our clients. Handles incoming calls and assisted potential and existing customers in moving in and moving out of their property by arranging their connections and disconnects requests. Opens customer accounts by recording account information and making sure that customers have energy on the day they moved in. Assisting customers with billing issues, making payments, account maintenance, and plan changes to retain and generate valued customers by ensuring exceptional customer service is given to the customer on every call. Contacting existing customers leaving AGL, customers that already left AGL and potential customers to inform them about a product or service using scripts. Answering questions about products or the company. Asking questions to understand customer requirements and close sales. -ACCOUNT MANAGEMENT 1 REP.- July 2015 - November 2015 CLEAR CONVERGYS 3rd Floor, SM City Clark BPO Building 3, Manuel A. Roxas Highway, Brgy. Malabanias, Angeles City, Pampanga, Philippines 2009 Job Description: Customer service representative for Clearwire Corporation, a telecommunications operator which provided mobile and fixed wireless broadband communications services to retail and wholesale customers in the United States, Belgium and Spain. Handles incoming calls and assisted potential and existing customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. -SALES REPRESENTATIVE- June 2014 - August 2014 TIME WARNER CABLE STARTEK ENTEC 1 Building,. Teresa Avenue, Nepo Complex, Angeles City, Pampanga, Philippines 2009 Job Description: Inbound sales representative for TWC, an American cable television company. Assisted potential and existing customers inquiring about cable, internet, and phone services. Coordinate with customers and avoid any discontinuation from his or her end. Assist customers with all knowledge on products and services and perform required repairs, prepare bills and explain services offered by the company that could be beneficial to the customer. Administer all customer complaints and ensure timely resolution within required guidelines. Schedule all customer appointments according to procedures and documents all customer transactions and prepare required paperwork. Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails. -TRAINING ASSISTANT- June 2011 - April 2014 T-MOBILE TELETECH CUSTOMER SERVICE MANAGEMENT Ground Floor, SM City Pampanga Building 4, Lagundi, Mexico, Pampanga, Philippines 2021 Job Description: Facilitates New Hire Training in which we introduce the account and the systems that are going to be utilized once they are endorsed to production. Conducts Employee Selection: Training, Evaluation and Coaching. Monitors and gave continuous coaching to agents on how to improve their metrics and call handling skills. Monitors the project's and agents performance-30/60/90 Projection. Ensures that the project is completed on schedule and ensure that products successfully meet the business, technical and quality requirements. Conducts call monitoring and attends external/internal calibration to ensure the quality of services given to the customers. Coordinates with Clients and different department of the company the smooth transition of New Hire classes. Coordinates with Clients, Talent Acquisition and Operations the necessary updates, call processes, trainings needed to improve productivity and effectivity of service given to customers. Performs Training Needs-Special Projects and Training Modules. Administers Workshop, Refreshers and Monthly Continuing Education Courses and Up-training for agents and team leads in reference to introduction of new systems and facilitated processes of online courses for the agents and supervisors. Facilitates focus group discussion and collated feedback and use those to better improve the quality of training. Attends Train the Trainer given by the client with regard to new updates, processes and systems. Participates in client interaction which includes effective curriculum feedback and client visits. Attends client calls for process improvement. Assists in identifying relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed. Updates course information due to changes in the business processes. Ensures project direction is consistent with management goals and objectives. Stays informed as to relevant skill and qualifications levels required by staff for effective performance, and circulate requirements and relevant information to the organization as appropriate. Produces organizational strategy and plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary. Handles administrative work and deliverables. Performs other related duties and assignments as required and as assigned by manager. -TCC SPECIALIST (Subject Matter Expert)- July 2010 - May 2011 T-MOBILE TELETECH CUSTOMER SERVICE MANAGEMENT Ground Floor, SM City Pampanga Building 4, Lagundi, Mexico, Pampanga, Philippines 2021 Job Description: In-charge of training and developing new hire trainees in order to equip them with the skills and knowledge required in accomplishing the duties and responsibilities of the job position and provides assessment in behavior modification. Evaluates and do random coaching sessions during product training for new hires trainees to make sure they get to be endorsed and be productive once they hit the production floor. Gives training to Account new hires on their nesting period. Introduced the systems and the processes to be utilized in production. Handles administrative work and deliverables. Monitors and gave continuous coaching to agents on how to improve their metrics and call handling skills. Conducts call monitoring and attends external/internal calibration to ensure the quality of services given to the customers. Facilitates focus group discussion and collated feedback and use those to better improve the quality of training. Attends Train the Trainer given by the client with regard to new updates, processes and systems. -SENIOR REP./ESCALATIONS SPECIALIST- July 2009 - July 2010 T-MOBILE TELETECH CUSTOMER SERVICE MANAGEMENT Ground Floor, SM City Pampanga Building 4, Lagundi, Mexico, Pampanga, Philippines 2021 Job Description: Assisted and guided agents on how to develop call handling skills and system navigation. Coached agents on how to hit the account’s target set by the company and the client. Handles escalated calls, assists agents with chronic callers and helped agents on how to resolve challenging issues/situations. Facilitates focus group discussion with agents in reference to different call procedures and issues. -CUSTOMER CARE REPRESENTATIVE- April 2008 - June 2009 T-MOBILE TELETECH CUSTOMER SERVICE MANAGEMENT Ground Floor, SM City Pampanga Building 4, Lagundi, Mexico, Pampanga, Philippines 2021 Job Description: Handles incoming calls and assisted customers, representatives and other departments with regard to different customer issues. Providing accurate answers and information on the first call, establishing long-term customer relations and world-class service to our clients through continuous improvements in all aspects of our service operations while increasing operational efficiencies and profitability. Taking care of sales and customer service calls relating to T-Mobile services. Knowing the products and accessories to answer customers’ concerns and questions. Assisting customers with billing issues, programming or making payment to retain and generate valued customers by using good judgment and ensuring exceptional customer service on every call. Upselling promotional ads, strategic sales and marketing campaign to its subscribers for the attainment of set volume and revenue targets for its product and services. Consistently delighting our customers by providing them with quality experiences through our innovative technology, quality products and dynamic operations. Possessing the integrity to set high goals and the commitment to achieve results to strive for excellence and state-of-the-art telecommunications services and network connectivity. Navigating resources for checking pertinent details regarding the account holder to leave notes and make sure everything is properly documented. Making adjustments so that these will be reflected in the customers’ next statement. Offering other programming services, automatic payment, website, etc. Pulling-up the account in order to address the customer’s concerns and making programming changes like upgrade and downgrade of rate plans and features, etc. Computing the new monthly rate of the customer before taxes and advising that the next bill will be slightly different from his new balance because we charge from the date he make changes in his account and when will the programming changes take effect. -CUSTOMER SERVICE REP.- July 2007 - April 2008 MCAFEE SUTHERLAND GLOBAL SERVICES Berthaphil II, Clarkfield, Angeles City, Pampanga, Philippines 2009 Job Description: Voice support for McAfee, a multinational software company for North America. E-mail support for NA and EMEA region. Interacts with customers to provide them with information to address inquiries regarding products and services. Deals with opening accounts for customers by recording account information. Maintains customer records by updating account information and help resolve any customer complaints and troubleshooting issues. -PERSONAL AND SALES ASSISTANT- October 2006 - May 2007 EMY’S SWEETS AND PASTRIES 12th Avenue, Unisite Subdivision, Del Pilar, City of San Fernando, Pampanga, Philippines 2000 Job Description: In charge of the product delivery, sales inventory, inspection of the quality of the products and collection of payments. -CASHIER AND SERVICE CREW- May 2006 - February 2007 WENDY’S DINE-IN RESTAURANT SM City Pampanga, Lagundi, Mexico, Pampanga, Philippines 2021 Job Description: In charge of the POS (point of sales) and rotating tasks as dining, grill, sandwich and salad person. -CASHIER - September 2005 - June 2006 SM DEPARTMENT STORE SM City Pampanga, Lagundi, Mexico, Pampanga, Philippines 2021 Job Description: In charge of the POS (point of sales) and other EOD documents of the cashier’s department. -CASHIER- April 2005 - May 2005 CHOWKING Tayuman, Manila, Philippines Job Description: In charge of the POS (point of sales) and in promoting the products of the store thru distributing brochures and discount coupons. -CASHIER AND STORE ASSISTANT- March 2004 - May 2004 FLOR DEL SOL BOUTIQUE City of San Fernando, Pampanga, Philippines 2000 Job Description: Manages the store, in charge of the cash register and sales inventory. EDUCATIONAL BACKGROUND: Tertiary Bachelor in Elementary Education (2005 - 2006) Don Honorio Ventura College of Arts and Trades Bacolor, Pampanga, Philippines Bachelor in Elementary Education (2004 – 2005) National Teachers College Quiapo, Manila, Philippines Bachelor in Elementary Education (2002 – 2003) University of the Assumption Del Pilar, City of San Fernando, Pampanga, Philippines Secondary 1st year-4th year High School -) University of the Assumption Del Pilar, City of San Fernando, Pampanga, Philippines SEMINARS/TRAINING ATTENDED: Online Trainings: Accent and Conversational English: Initial Training Program Accent and Conversational English: Team Lead Coaching Training Adaptive Coaching for Results: Coaches CI: Conversation Index Evaluation Overview Code of Conduct / Information Security Connecting with iConnect GPM: CAP Definition GPM: Coaching Process Overview GPM: Coaching Session Preparation GPM: Ideal Coaching Session GPM: Outlining and Solidifying an Action Plan Leadership 101: Trainer Social Media 101 iConnect TMO Certification T-Mobile: Business Support Conversion: Gen Care to Tech Care T-Mobile: Business Support Onboarding Courses T-Mobile: FIX IT Leadership Enhancement Training Program T-Mobile: Senior Rep Academy T-Mobile: Troubleshooting Process Audit Revised T-Mobile ZTP – Voice Six Sigma: STEP White Belt Six Sigma: STEP White Belt Certification Exam Supervisor II: Positive Reinforcement - Part 2 Supervisor II: Positive Reinforcement Part 1 Other Training/Seminars Attended: Root Cause Analysis Trainer 101 Sales and Service Training for T-Mobile Leadership Training Program Seminar Personality Development Seminar Career Orientation Seminar E – Commerce Appreciation Seminar Software Tools for Enterprise Productivity Briefing on Capacity Building towards Advancing Philippine Food Safety Standards and Strengthening the Philippine – EU Cooperation on Food Trade Seminar Australian Market Seminar Baking Workshop and Product Application Seminar Food Processing and Improvement Seminar Meat Processing, Bakery Products and Candy Making Seminar REFERENCES: Available upon request. I hereby certify that all information and data given are all true. ___________________________________ LESLIE ANN R. IBANEZ Applicant