LM LOVE T. JAUM
Block 16, Lot 19 Gardenville Subdivision Brgy. Tangub Bacolod City
Mobile:-
Landline: -
EMAIL:-and-
Career Objectives:
Provide value pertinent to the organization’s goals through expertise sharing and at the same time grow through
continuous learning in the workplace.
Highlights of Qualifications:
Experienced in managing a team and making them perform and reach their targets and goals. Implementing the
process and leading by example. Making sure that the team is not only efficient but also effective.
Sociable and a team player. Good leader and most of all a good follower.
Work Experience:
September 2014 to June 2016
Assistant Contact Center Manager
Teleperformance Bacolod
Time Warner Cable: Pacific West and Mid-west (Regions: San Diego, Calfornia, Mountain West, Ohio, Kansas)
Directly reports to contact center manager of Time Warner Cable. Handles 7 supervisors and makes sure that
supervisor performs and hit goals set by the client. Attends to service level calls and shadows supervisors if they
are properly executing action plans to help their respective team perform.
February 2014 to September 2014
Operations Supervisor
Teleperformance Bacolod
Time Warner Cable: Pacific West (Regions: San Diego, Calfornia, Mountain West)
Directly reports to the assistant delivery manager. Coaches and motivates the team of 15 customer service
representative to meet objectives/goals. Manages and ensures that the account meets the target (Schedule
Adherence, Customer Satisfaction, Quality Assurance, First Call Resolution, and Average Handling Time).
December 2014 to February 2014
CLEX Care-Bay Operations Supervisor
Time Warner Cable: MidWest (Regions: Ohio Regions and Kansas City)
Teleperformance Bacolod
Directly reports to the assistant delivery manager. Coaches and motivates the team of 15 customer service
representative that are failing CSAT (Customer Satisfaction Metric), an initiative for outlier management program.
These outliers are enrolled to a management plan that focuses on CSAT and making sure to have them hit their
goal at the end of the month. Manages and ensures that the account meets the target (Schedule Adherence,
Customer Satisfaction, Quality Assurance, First Call Resolution, and Average Handling Time).
December 2012 to December 2014
Operations Supervisor
Time Warner Cable: MidWest (Regions: Ohio Regions and Kansas City)
SALES ACCOUNT
Teleperformance Bacolod
Directly reports to the assistant delivery manager. Coaches and motivates the team of 15 customer service
representative to meet objectives/goals. Manages and ensures that the account meets the target (Schedule
Adherence, Customer Satisfaction, Quality Assurance, First Call Resolution, and Average Handling Time). Main
focus for metric is Sales and CSAT.
March 31, 2011 to July 2012
Training/Acting Operations Supervisor
Adobe (Product: Photoshop, Illustrator, Firework, etc)
Teleperformance Bacolod
Directly reports to the assistant delivery manager. Coaches and motivates the team of 15 Technical Support
representative to meet objectives/goals. Manages and ensures that the account meets the target (Schedule
Adherence, Customer Satisfaction, Quality Assurance, First Call Resolution, and Average Handling Time).
March 31, 2011 to July 2012
Consult Senior Support/ Tier 2 Support
Adobe (Product: Photoshop, Illustrator, Firework, etc)
Teleperformance Bacolod
Directly reports to a supervisor of all Tier 2 support. Makes sure that all escalation issue are being addressed in a
timely manner. Also accepts escalation calls and can also coach agents if there is a need to change process. Lastly,
conducting up trainings if there are new updates about adobe software or new product launches.
January 13, 2009 –January 31, 2011
Consult Senior Support/ Tier 2 Support
AT&T (Technical Support Representative- Internet Issue’s)
Teleperformance Bacolod
Directly reports to a supervisor and takes inbound calls from Americans in United States that are users of AT&T for
their internet and home phone. Guides customer in doing registration and installation of their security software
protection for their computers. Also troubleshoot modem issue if customers cannot connect to the internet. Lastly,
ensures to meet goals and target provided by direct supervisor.
Personal Data:
Date of Birth:
Civil Status:
Height:
Weight:
Nationality:
Language/Dialect Spoken:
August 30, 1987
Married
5'4
130 lbs.
Filipino
Tagalog, English and Hiligaynon
EDUCATIONAL ATTAINMENT:
Name of Institution
Degree
Year Graduated
University of St. La Salle - Graduate School
Masters In Nursing Graduate.
March 2013
University of St. La Salle
-Board Passer: 1st Take (RN)
(Performing Arts Award, Loyalty Award)
Bachelor of Science in Nursing
March 2008
University of St. La Salle - Integrated School
(Achiever’s Award)
Secondary
March 2004
La Consolacion College - Gardenville
(4rd Honor)
Primary
March 2000
AFFILIATIONS
Alumni of the University of St. La Salle Chorale
2004 up to present
Choir Member
St. Joseph and Mary Church
Gardenville Subdivision Brgy. Tangub Bacolod City
Award/s Received
Top Supervisor (Time Warner Cable)
Month of May 2013 and January 2014
Top Agent of the year (Adobe)
From March 2010 to March 2011 for Customer Service
Average of 96%
Best in Customer Satisfaction (CSAT)
With 220 surveys of 100% from March 2010 to March 2011
Trainings and Seminars
Date
Title of Seminars
2008 June
2009 January
2009 January
2011 January
2011 April
2012 April
2012 July
2012 October
Accenture Program Training
Versant Passer
US 101 Training
Adobe Universal Agent Training
Volume Licensing Training (Adobe)
New Supervisor Training
Root Cause Analysis Training
S3 Sales Process Workshop
and Time Warner Cable Training (Midwest)
Learning Through Values
Basic Life Support Training
(Amity Public Service Academy)
IV Training
(Bacolod Adventist Medical Center)
2014 May
2016 June 10
2016 Sept. 9 – 11
REFERENCES
Arnel J. Argusar
Supply Officer III
Procurement Services Division
-
Kristine Ann A. Exito
Administrative Officer II-
Marichris Dela Cruz
Director of Operations
Teleperformance Bacolod
-
No. of Days/Hours
15 Days
1 Day
5 Days
3 Weeks
3 Days
5 Days
3 Days
6 Weeks
2 Days
1 Days
3 Days
