Schelde Medina

SCHELDE R. MEDINA 6070 San Rafael St. Olympia Makati |-- Objective To offer my services to the company and be able to share my knowledge and skills; to be able to significantly contribute to the company goals through my hard work, perseverance, dedication and my proficiency in handling customers; to fully utilize my own potential and to enhance my present ability for the realization of my personal goals and ambitions. Education Primary Talisay Central School Cebu 1984 – 1990 Secondary Cebu Institute of Technology Cebu City 1990 – 1994 Tertiary University of the East Bachelor of Science in Business Administration - Major in Marketing 1996 -2000 Work Experience 1. Company Name : Shopwala (November 2017 – present) Homebased Position Title : Team Leader / Chargeback Specialist Specialization : Customer Service and Chargeback Management Work Description :    Point of Contact to the CEO for issues on payment solutions with payment processors . Attends weekly Operations Meeting with the CEO and other department heads to discuss progress on Sales, Losses and Product Launches Responsible for completing and continuous training to maintain     2. Company Name product expertise. Responsible for people development by uplifting morale and motivation Coach and conducts one-on-one training to ensure business standards are met Assist co-workers for their enquiries on products, missing transactions, and escalations to payment processors Responds to dispute and chargeback claims and make sure satisfactory success rate is achieved : Marcandi LTD Surrey United Kingdom Position Title : Operations Administrator/Security Executive (June 2015 – June 2018) Homebased Specialization : Dispute Management and Security and Fraud Work Description :  Security checks to protect webpage from fraudulent activities  Screen users account to ensure service and webpage is used according to the terms and conditions  Restrict accounts in breach of the terms and conditions. Respond to clams accordingly to avoid loss and increase success rates. Liaise with Payment processors for recommendation on reducing loss from disputes and chargeback. Bi-Weekly review with the Business Manager and Management executives to discuss progress and plans. 3. Company Name : Sutherland Global Services Philippines Position Title : Operations Manager (March 2013 – Dec 2014) Specialization : Customer Service Work Description :     Responsible for managing a team of 179 representatives and 8 Team Managers in providing services to customers via phone. Carries responsibilities in accordance with the organization’s policies and applicable laws Generates statistics and reports required. Provide constructive feedback and coach Team Leaders to develop systemic thinking.               4. Develop Team Leads competence for their professional and personal growth. Develop Team Leaders as coaches for their subordinate’s personal and professional growth Engage in a weekly client calibration call and monitors quality of service provided by customer service representatives via phone and email. Identifies good points and areas for improvements and coaches accordingly. Attends bi-weekly meeting with the client to understand trends and performance. Attends a monthly best sharing practice with global partners. Identifies good points and opportunities of each site. Responsible for the day-to-day operations such as monitoring of Service Level, Productive Hours, shrinkage and Scheduling. Conducts final interview for new applicants endorsed for the program. Screens, interviews and assess qualified teammates for promotion. Communicates any system difficulties to both internal and client’s IT department Plans, directs, supervises, and evaluates workflow Coordinates work activities with Support groups to achieve the volume and quality expected to meet operational requirements. Recognizes and recommends operational improvements Responsible for the day-to-day application of organizational policies and procedures Conducts performance appraisals. Company Name : Sutherland Global Services Philippines Position Title : Senior Team Manager (July 2010 – March 2013) Specialization : Customer Service Work Description :   Responsible for managing a team of representatives in providing services to customers via telephone and email. Carries our supervisory responsibilities in accordance with the                5. Company Name organization’s policies and applicable laws Generates statistics and reports required Monitors quality of service provided by customer service representatives via phone and email, identifies good points and areas for improvements and coaches accordingly Responsible for the day-to-day operations of a team of Customer Service Representatives Plans, directs, supervises, and evaluates workflow Coordinates work activities with Support groups to achieve the volume and quality expected to meet operational requirements Attends weekly internal and client quality calibration. Attends monthly best practice sharing with partner sites. Sends monthly report to the client and partner sites of training opportunities. Recognizes and recommends operational improvements Responsible for the day-to-day application of organizational policies and procedures Conducts performance appraisals Communicates any system difficulties to both internal and client’s IT department Takes escalated calls of agents Weekly Phone and Email quality evaluations of agents (4 per agent) Plot agent schedules, approve overtime and edit attendance punches : Sutherland Global Services Philippines Position Title : Team Manager (June 2008 – July 2010) Specialization Work Description : Customer Service :  Responsible for managing a team of representatives in providing services to customers via telephone and email.  Carries our supervisory responsibilities in accordance with the organization’s policies and applicable laws  Generates statistics and reports required  Monitors quality of service provided by customer service representatives via phone and email, identifies good points and areas for improvements and coaches accordingly  Responsible for the day-to-day operations of a team of Customer Service Representatives  Attends weekly internal and client quality calibration     6. Company Name Conducts performance appraisals Takes escalated calls of agents Weekly Phone and Email quality evaluations of agents (4 per agent) Plot agent schedules, approve overtime and edit attendance punches : Sutherland Global Services Philippines Position Title : Customer Service Representative (October 2005 – June 2008) Specialization Work Description : Customer Service :     7. Company Name Handled a financial account. Provided both phone and email support to UK clients Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment Investigated and resolved customer inquiries and complaints in an emphatic manner. Served as a Lead Mentor helping out the Training Team during product training and nesting phase for newly hired agents. : West Contact Services Position Title : Customer Service Representative (Feb 2004 –Sept 2005) Specialization : Customer Service    Update customers with the latest company products and services and selling them to the customers Assist customers with their account problems ensuring their satisfaction through skillful handling Assist co-employees and supervisors by doing floor support and escalations. SEMINARS AND TRAININGS ATTENDED Employee and Labor Relations Sutherland Global Services Philippines July 2014 Six Thinking Hats Sutherland Global Services Philippines May 2014 Leadership Excellence Academy and Development 200 (for Account Managers) Sutherland Global Services Philippines December 2013 – May 2014 Quality Behavioral Based Coaching Sutherland Global Services Philippines July 2013 The One Minute Manager Sutherland Global Services Philippines April 2012 Program Supervisor Lite Track Training Sutherland Global Services Philippines February 2009 Basic Supervisor Development Workshop Sutherland Global Services Philippines October 2008 PERSONAL BACKGROUND DATE OF BIRTH : December 25, 1976 CIVIL STATUS : Married HEIGHT : 5`4” PLACE :Ozamiz CITIZENSHIP : Filipino WEIGHT : 130 lbs. References Feliza Galian Service Delivery Team Manager Sutherland Global Services - Marijim Abad Virtual Executive Myoutdesk -