Lorielyn D. Manahan
Birthday: September 15, 1992
Mobile: -
Skype ID: loriemanahan
Address: 107 Manggahan St., Sabang Lipa City Batangas 04217
Email:-
Education
March 2015 | Bachelor of Arts in Legal Management
(Graduate)
University of Batangas
March 2013 | Bachelor of Science in Elementary Education (Undergraduate)
Batangas College of Arts and Sciences
March 2009 | High School
Lipa City Colleges
Experiences
March 2018 – June 2018 | Email Customer Service Agent & HR/Editor
Upwork
Media Deals
Customer Service Account
Graveyard Shift - EST
Responds to customer inquiries in Kayako
Exports Customer data thru Media Click
Send Welcome Emails to new leads
Processes refund and escalate request thru Asana as needed
Checks if customer has filed chargeback thru events.php
Conducts test calls to Call Center for QA Evaluation
Evaluates Call Center Agent’s calls thru Singlecomm
Maintains call recording file in the company’s dropbox account
Maintains and creates reports using MS Excel
Updates and maintains customer files in Google Sheet
Assists the team with their question
Communicates update to the team using Slack
Creates and maintains company’s Standard Operating Procedures
October 2014 – March 2018 | Product Specifics and Customer Service Trainer
Alorica Philippines Inc | Lipa City, Batangas
Macy’s Credit and Customer Service
Financial Account (Inbound Billing)
Graveyard Shift - EST
Pioneer Account
Facilitates new hire classes for a financial account (Culture, Communications, and Product)
Computer Based Training and Trainer Led Training
Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology
Group and Individual coaching
Assesses training needs and learning styles and customizes training approach to be the most effective based upon the audience and training content
Evaluate and recommend training content improvement
Provides one-on-one training and coaching support to agents that need additional focus
Prepare training reports for Training and Operations to record training milestones and progress
Creates templates, modules, new hire learning materials
Manages knowledge coaches (SMEs) specific to training
February 2015 – January 2016 | Knowledge Coach/ Assistant Trainer
Alorica Philippines Inc | Lipa City, Batangas
Macy’s Credit and Customer Service
Financial Account (Inbound Billing)
Graveyard Shift - EST
Pioneer Account
Reports generation and analysis
Creates templates, modules, new hire learning materials
Facilitates up trainings and refresher trainings
Assists product trainers in handling new hire classes
Facilitates new hire classes for a financial account (Culture, Communications, and Product)
Computer Based Training and Trainer Led Training
Acts as Subject Matter Expert for Nesting teams
April 2013 – July 2014 | Customer Service Representative
Teletech Lipa | Lipa City, Batangas
United HealthCare
Dental and Vision
Graveyard Shift - EST
HealthCare Account
Responds to and resolves on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims
Provides quality calls while following the rules for HIPAA
Meets the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
Knowledge, Skills & Abilities
Excellent interpersonal, written, and oral communication skills.
Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access
Strong problem solving skills
Strong coaching and motivational skills
Knowledge of adult learning theories
Ability to analyze training needs to identify deficiencies and foster a learning environment that promotes continuous improvement
Ability to lead both new and experienced employees to perform their duties
Speed test Result – 01 September 2018 EST
DISC Personality Report
Typing Test Result
Main Device Specs
Back up Device Specs
