SHANTA MAE A. JOVELLANO
1015 Phase V Lilac Street Greenland Subdivision
Brgy. San Juan Cainta, Rizal 1900
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SUMMARY OF QUALIFICATIONS
More than 8 years of experience in the BPO industry as a Customer Service Professional (Customer
Service, Back Office and Quality Analyst tasks)
More than 1 year experience in the education industry as an English as a Second Language
Instructor
A year of experience in the online marketing industry as a Junior Link Developer
A team player and a quick learner; willing to be trained and acquire new knowledge
RELEVANT EXPERIENCE AND EMPLOYMENT HISTORY
THOMSON REUTERSCustomer Support Executive
March 2017 – February 20186F Three World Square
Upper McKinley Road, McKinley Hill
Taguig City 1634
As a Customer Support Executive, I provide information related to various financial markets to Thomson Reuters’ clients. Examples of which are Equities, Foreign Exchange, Money Markets, Fixed Income, Economics, Estimates, Deals, Research, Derivatives and Commodities and Energy.
I am specifically trained with Thomson Reuters’ products and conduct research on available sources to assist with our clients’ needs. Clients I deal with are professionals in the financial industry ranging from traders, stockbrokers, portfolio managers, researchers, CEO, etc.
TASKUS INC. Quality Analyst (Ridesharing Campaign)
November 2014 – May 201617F Twenty Four Seven Mckinley Bldg.
24th St. cor. 7th Ave. Bonifacio Global City
Taguig City 1634
As Quality Analyst, I am tasked to conduct quality audits of CSRs' tickets/emails to ensure their responses are of quality and complies to policies and procedures set by the client.
Part of my responsibility is to coach employees and target aspects of their performance that need improvement. I work hand-in-hand with team managers in monitoring agent progress, as well as periodically hold team huddles to discuss updates and provide refreshers on topics that would help with their customer satisfaction scores.
Apart from agent-focused performance monitoring, I participate in weekly calibration sessions with Operations and in weekly business reviews with clients.
ALTA RESOURCES PHILIPPINESEmail Support (Seasonal Project – Online Retail)
October 2013 – March 201434F Wynsum Corporate Plaza
F. Ortigas Jr. Road, Ortigas Center
Pasig City 1605
Answer email inquiries from customers regarding product information, promotions, order status, order tracking and customer complaints.
Ensure all customer concerns are addressed in a timely fashion or escalated to the right department for proper resolution.
ALTA RESOURCES PHILIPPINESCustomer Care Associate (Financial Account)
August 2012 – January 201334F Wynsum Corporate Plaza
F. Ortigas Jr. Road, Ortigas Center
Pasig City 1605
Provide phone assistance regarding billing inquiries, online account issues, account maintenance related concerns and other general inquiries.
Conform to processes, procedures and policies to meet, maintain or exceed job expectations.
Ensure requests as well as complaints are addressed with urgency through the use of tools and proper escalation process to the right person/department for further assistance and appropriate resolution.
LINKSTAR INC.Online Marketing Associate
May 2011 – May 20126F Cybermall Building
Eastwood City Cyberpark, Bagumbayan
Libis, Quezon City 1110
Search for relevant websites suitable for link placement through the use of SEO tools and techniques.
Contact website owners/webmasters via email and negotiate possible ad placement on their website.
TONGKEUN CALL SERVICE CORP.ESL Teacher - Team Leader
January 2009 - July 2010Unit 1010 West Tower
Philippine Stock Exchange Center
Ortigas Center, Pasig City
Conduct classes through video conferencing and phone to Koreans of different age groups.
Prepare lesson plans appropriate to different levels of knowledge and skills of students of the English Language.
Design drills and activities to gauge student retention of the topic at hand and ensure that they are able to apply them appropriately.
Regularly submit reports and assessments concerning students’ individual performance, progress and areas for improvement to help observe student trends and develop different teaching techniques.
TELEPERFORMANCE PHILIPPINESCustomer Service Representative
November 2007 – May 2008Greenfield District, United Street Cor. EDSA
Mandaluyong City
Responsibilities include answering billing inquiries, upselling products, provide basic troubleshooting and properly escalate concerns for additional assistance as deemed necessary.
OTHER PROFESSIONAL EXPERIENCE
PRIVATE TUTOR for ELEMENTARY STUDENTS
June 2010 –2015
May 2016 - Present
SKILLS
Computer and Other Skills
Proficient in MS Office applications.
Email and Internet applications knowledge.
Communication Skills
Above average oral and written English proficiency.
ACADEMIC BACKGROUND
St. Paul University Quezon City
Bachelor of Science in Psychology Major in Early Childhood Education
School Year: 2006 – 2007
St. Paul University Quezon City
Bachelor of Science in Hotel and Restaurant Management - Undergraduate
School Year: 2003 - 2004
AWARDS RECEIVED
HRM Nutrition Month Quiz Bee Champion
2nd Year College
SEMINARS ATTENDED
Career Development Seminar, October 2007
Global Etiquette Program, October 2007
Assertiveness Seminar, January 2005
Leadership Training Seminar
ADDITIONAL INFORMATION
Psychology/Biology Society Cheerdancer, 2005 - 2007
Psychology/Biology Society Member, 2004 - 2007
HRM Society Class Representative, 2004 - 2005
HRM Society Member, 2003 - 2004
CHARACTER REFERENCES
Christian Bryan YaptangcoAuditor – Convergys
Former Team Lead (Alta Resources Philippines)
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April Joy BragadoFormer Quality Supervisor (TaskUs Inc.)
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Joseph CanjaQuality Supervisor (TaskUs Inc.)
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JC Ray ArizapaTeam Manager (TaskUs Inc.)
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