Robin Jimenez

 Robin Tolosa Jimenez Address: Blk 06 Lot 02 Ford St. Greenpoint Homes Mambog 4, Bacoor, Cavite 4102 Phone no: - Mobile no:- / - E-mail: - Objective: To seek a career wherein I can share and enhance my knowledge, develop my craft and simultaneously build a challenging and fulfilling character. Profile: 15 years experience in Sales oriented environment and currently performing in a Call Center company. 5 years experience in leading staff to ensure productivity and quality standards that demonstrates innovation and good judgment / problem solving skills when making decisions. Profound knowledge in handling various latest Mobile Phones and other up to date handheld electronic devices, gadgets & gizmos. Digital Graphic Designer using Adobe Photoshop Suite & Corel Draw 12 Significantly capable in Computer Hardware / Software / DSL Router / Network troubleshooting through Microsoft Operating Systems, Products & other associated software. PROFESSIONAL EXPERIENCE EXL Services Phils.June 9, 2009 - Dec 2016 6F One-Ecomm Center, Mall of Asia Complex, Pasay City Customer Response and Research Specialist / Team POC Completing daily/weekly/monthly reports outlining individual and/or team performance Facilitation of Back Office process training and updates. Responsible in processing different work types submitted by both onshore and offshore reps. Process Trainer POC Facilitation of New Hire Training/Process and product specifics for Life Insurance Training needs analysis, module preparation, revision and review Performance evaluation of trainees, floor mentoring and one-on-one coaching Subject Matter Expert (SME) Assisting Team Lead as required on processes focused on the achievement of goals, high quality standards and high performance set by the client Monitoring floor activity and handling escalated issues with advance level of expertise. Customer Service Specialist Obtains client information by answering telephone calls, verifying and providing accurate information APAC Customer Services IncJune 15, 2007 – May 2009 Plaza C, Northgate Cyberzone, Filinvest, Alabang Muntinlupa City Customer Service Representative Answer incoming calls from medical providers such as healthcare professionals and/or institutional / facility and hospitals to explain medical benefit or claims summary per individual insurance policy. Provides excellent assistance as FloorSupport Rep for the program to ensure that all information will be given are precise and correct. Follow company policies and procedures based on client standards likewise maintaining good overall metrics such as AHT, CQA / Client audits and Schedule Adherence. PEOPLESUPPORT INC July 24, 2006 – April 15, 2007 Peoplesupport Bldg, Ayala cor Buendia, Makati City Customer Service Representative Delivers high quality customer service and displays effective communication skills Demonstrate and maintains high performance rating by proving excellent overall scores including CSAT, AHT, QA and Schedule Adherence Demonstrate full understanding of job responsibilities in Retail Banking Services and well adapted to the Banking Systems and navigates all applications remarkably. SEMICON INCORPORATED April 25, 2001 – March 15, 2006 Southmall Branch, SM South Las Piñas City Branch Supervisor Responsible for personnel management, merchandise selection & presentation and day-to-day store operations Motivates by giving healthy feedbacks to subordinates and openly accepts criticisms. Handles customer complaints and resolved all problems at the store level. Customer Care Specialist Advocates total customer satisfaction by providing quality service, superior products and up-to-date product knowledge.Performs product demonstration, showing features, advantages and benefits of the company’s products and services. KOOLER INDUSTRIES ( Phil Amusement Ent. Inc.) March 6, 2000 – February 16, 2001 Aurora Blvd, Quezon City Field Supervisor Supervised and coordinated the activities of personnel engaged in installation and maintenance of drinking fountain situated in different locations. TRAININGS and SEMINARS: • Communication Skills and American Accent Training ( INFORMATICS ) • Windows XP Inside and Out • Mobile Product Training ( Nokia, Sony Ericsson, Motorola, Samsung & O2 ) • Motion Computing Tablet PC Product Overview EDUCATIONAL ATTAINMENT: Bachelor of Science Degree in Industrial Engineering Mapua Institute of Technology Intramuros, Manila CHARACTER REFERENCES Trisha Redrico Suner Process Training Manager EXL Service Phils- Aei Chua Assistant Manager EXL Service Phils- May Catimbang Assistant Manager EXL Service Phils- I hereby certify that the above information is true and correct to the best of my knowledge and ability. Robin T. Jimenez