Jonalyn Laddaran Gonda
640 Mrr St. Pineda Pasig City
09667368733
[email protected]

Objective
Aims to meet and exceed the company standard of an ideal leader through constant self-improvement of competencies and imparting knowledge to help improve and empower other people.

Experience
PROJECT COACH/SUPERVISOR
AFNI PHILIPPINES
August 2014 –Present
Summary of  Duties and Responsibilities
Provide data for client-operations review and meet all appropriate deadlines
Collect, analyze and present appropriate program data from the perspective of improving performance and quality on all projects
Ensure consistent and effective daily operations management by managing center resources and capitalizing on opportunities to reduce costs and increase customer call quality.
Analyze daily, weekly and monthly reports to current status and recommend future resource planning. Accountable for effectively managing project teams and department spending while maximizing KPI achievement.
Communicate potential performance issues and provide solutions to Center Director
Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service
Assist in the adherence, planning and analysis of the center’s operational budget
Document and assist in the implementation of center’s policies and procedures
Ensure staff performance issues are addressed in a timely and professional manner

Supervisor
Results Manila Philippines

Summary of  Duties and Responsibilities
May  2011– August 2014
Handled the New Hire Team
Coaches agents to improve performance with focus on customer satisfaction and quality evaluation
Ensure staff performance issues are addressed in a timely and professional manner
Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service
Customer Service Representative/Technical Support/Order Support
Results Manila Phil
November 2010 – May 2011
Summary of  Duties and Responsibilities
Focused on Customer Satisfaction by ensuring that issues are being resolved
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems..
Activate CDMA phones (New line, Swap)
Programming of phones and broadband (OTA or Manual programming of phones and broadband)
Troubleshoot phone issues like (text, call and data issues)
Processing payment for the customer
Process replacement phones and broadband with customers
Offer upgrades of plans and devices

Customer Service Representative/Technical Support
Pacific Hub Corporation
June 2010 – November 2010
Summary of  Duties and Responsibilities
Focused on Customer Satisfaction by ensuring that issues are being resolved
Process activation of phones
Process payment
Process billing issues/ disputes