Sharlene Taer

SHARLENE J. TAER

Brgy. 109-A Lot 93 Sunriseville V&G Phase 2B Tacloban City, Leyte, 6500

[email protected]

09162610071/09391070403

Name: Sharlene Jadulco – Taer

Date of Birth: August 27, 1985 (Age 33)

Marital Status: Married

Nationality: Filipina

Language Spoken: Waray-Waray,Tagalog, Bisaya and English

EDUCATION/QUALIFICATION

2002 – 2006

Eastern Visayas State University, Tacloban City

Former: Leyte Institute of Technology

Four Years Diploma Course in:

Bachelor of Science in Business Administration

(Major Entrepreneurial Management)

1998 – 2002 Four Years Highschool

Leyte Normal University Integrated Laboratory School, Tacloban City

1992 – 1998 Elementary

Leyte Normal University Integrated Laboratory School, Tacloban City

1991 – 1992 Preparatory

Leyte Normal University Integrated Laboratory School, Tacloban City

Memberships/Affiliations

1996 – 1998

Member – Philippine National Red Cross

(Leyte Normal University, Leyte Chapter)

2004 – 2005

Secretary and Member – Students Union for Democracy and Nationalism (SP) EVSU Chapter

2003 – 2006

Member – Junior Asia Pacific Entrepreneurs (JASPEN)

EVSU Chapter

2003 – 2006

Member – Students in Free Enterprise (SIFE)

EVSU Chapter

Training, Seminars and Workshop Attended

February 13, 2004

“Home Business Seminar Course on Foods and Crafts”

Eastern Visayas State University

September 25, 2004

6th National Young Entrepreneurs Congress

“Entrepreneurs in Action for the Growth of MSME’s

Executive Plaza Hotel, Mabini Street, Ermita Manila

October 22, 2004

“Building Globally Competitive Entrepreneurs through Human Resources Development”

Eastern Visayas State University

April 06, 2005

“Enriching Entrepreneurs and Office Administrators Awareness on Management Information System”

Eastern Visayas State University

January 06, 2006

“Building Successful Junior Entrepreneurs on the International Business World”

Sunburst, Tacloban City

January 26, 2006

“Entrepreneurial Updates and Trends

Ritz Tower de Leyte

March 07, 2006

“Entrepreneurial Success”

Eastern Visayas State University

April 2017

Bankable Leadership

Alorica Teleservices In., Davao City, Philippines

July 2018

Lead Others

Alorica Teleservices Inc., Davao City, Philippines

September 2018

Lead Self 1 – Lead Globally

Alorica Teleservices Inc., Davao City, Philippines

March 2019

Lead Self 2 – Lead Globally

Alorica Teleservices Inc., Davao City, Philippines

Professional Experience

November 2005 – January 2006

On the job training 150 hours Accounting Department

Banco Filipino – Tacloban Branch, Justice Romualdez St. Tacloban City

July 2006 – April 2008

Stock Custodian Officer

Cellcom World Communication, Tacloban City, Philippines

April 2008 – October 2008

Customer Service Representative – Experian Credit Report

Aegis People Support, I.T. Park , Lahug City , Cebu, Philippines

January 2010 – November 2013

Team Leader (Supervisor)

SiriusXM USA – Handled Senior Representative, Escalation Care ,Sales Support,Technical Support and General Care Customer Service

APAC Customer Services Inc., Pawing Palo Leyte, Philippines

November 2013 – June 2016

Team Manager

SiriusXM USA – Handled General Customer Service And Retention Department

Expert Global Solution, Cubao Cyberpark. Quezon City , Philippines

December 2016 – Present

Team Manager

T-Mobile USA – Handled General Customer Service

Alorica Teleservices Inc., Davao City, Philippines

Team Manager Roles and Responsibilities :

Responsible for hiring, training, retaining and developing their respective team members. Responsible to lead the effective and profitable results for their team. Administers company policies, best practices and standard operating procedures to facilitate performance that exceeds client expectations. Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment. Active role model demonstrating pride and ownership as a leader of the organization

JOB RESPONSIBILITIES

• Hire the right people, effectively set expectations, identify behaviors and coach employees to be outstanding performers.

• Identify and reinforce positive behaviors through formal and informal reward and recognition.

• Execute corporate, regional and local business imperatives to optimize team results.

• Encourage and develop teamwork among others and themselves.

• Responsible for delivery of customer satisfaction, business results and employee satisfaction in order to ensure achievement of scorecard and client goals.

• Comply with and ensure compliance of local, state and federal regulations and laws governing business operations, as well as, corporate and client policies, procedures and guidelines.

• Effectively communicate corporate and business expectations to all team members.

• Responsible for leading a team of up to 20 employees.

• Responsible for assets under their control.

• Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: “Manage By Walking Around”

• Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.

• Demonstrate company core values and culture.

• Participate in, and support, the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.

• Complete the Customer Services Team Leader Certification Program and incorporate these competencies into all interactions with co-workers, clients, and community contacts.

• Supports the Quality Management Committee in the implementation and monitoring of respective quality programs, improvements and projects.

OTHER RELATED DUTIES

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

• Perform other duties as assigned by management.

May 2018 – June 2019

Assistant Operations Manager

T-Mobile USA – Handling Team of Experts (General Customer Service, Retention, Sales, Technical and Financial)

Alorica Teleservices Inc. – Davao City, Philippines

Operations Manager Role and Responsibilities:

Manage operational activities for assigned client program(s) within company and client guidelines and policies. Manage, motivate, and develop front line supervisory staff responsible for the day-to-day performance of teams of call center agents who provide services on behalf of the company’s clients. Ensure both the client Key Performance Indicators (KPIs) and company performance expectations are met and continuously improved upon.

JOB RESPONSIBILITIES

• Manage Team Managers to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.

• Communicate client and company goals and metrics with team members to deliver high level of customer service.

• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.

• Review operational reports on regular basis and develop and implement action plans to address deficiencies.

• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.

• Provide regular feedback to Director, Operations and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.

• Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.

• Ensure all positions are staffed appropriately to meet client requirements.

• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner.

• Communicate client and company goals and metrics with team members to deliver high level of customer service.

• Execute short and long term performance goals developed by Senior Management Team

• Collaborate with respective Operational Support Teams to train employees to meet Client demands

• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.

OTHER RELATED DUTIES

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

• Perform other duties as assigned by management.

Character Reference:

Kei Magadan – 09985644005

Vendor Manager

Leonil Seneca – 09985671896

Director of Operations

AloricaTeleservices Inc. Philippines

Centris,Quezon City

Jay-Pee Sayson – 09778373501

Operations Manager

Qualfon, Philippines, Cebu City

Maurecio Untalan Jr. – 09177281929

Senior Operations Manager

Alorica Teleservices Inc. Philippines

Davao City

Rosalina SHARLENE J. TAER