Work Experience

Jan 2012 – 2013​​​            Customer Service Representative – Operations

Domestic Business (Cebu Pacific Inbound CS)

Aegis PeopleSupport Inc.

5th Floor AEGIS Tower 1

Asia Town IT Park

Lahug, Cebu City 6000

Job Description

• Manage large amounts of inbound calls in a timely manner and follow communication “scripts” when handling different topics. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives. Able to seize opportunities to upsell products when they arise.
• Meet personal/team qualitative and quantitative targets
 

March 2013 – 2014​​​​Executive, Mentor – Operations

Domestic Business (Cebu Pacific Inbound CS)

Aegis PeopleSupport Inc.

5th Floor AEGIS Tower 1

Asia Town IT Park

Lahug, Cebu City 6000

Job Description

Mentoring

• Serve as mentors to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject Matter Experts are not available.
• Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions.
• Work with the agents to achieve development objectives and performance targets
Management Support

• Support the Team Lead in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address agent needs and concerns, performance and motivation issues, and conflicts.
• Perform other duties as assigned.
 

June 2015 – 2016​​​​Team Lead – Operations

Domestic Business (Cebu Pacific Inbound CS)

Aegis PeopleSupport Inc.

5th Floor AEGIS Tower 1

Asia Town IT Park

Lahug, Cebu City 6000

Job Description

Management Support

• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.