Jarwin Felicilda Barnes
B5 L6 Segovia Street, Chula Vista Residences, Cabantian, Davao City, 8000, Philippines
Mobile Phone :-; Email address :-
Has a solid background in team performance management in attaining time-bounded targets
Has background in computer networking, software installations and computer programming
Vastly proficient in the use of Microsoft Office’s EXCEL Application
Reliable on data analysis and case investigation
Accurately complete statistics/ reports with agreed time frame
EDUCATION
Field of Study: Computer Science
Institute/University: University of Mindanao (UM), Philippines
Graduation Date: 2003
Field of Study: Computer Science/Information Technology
Major: Master of Science in Information Science
Institute/University: University of Southeastern Philippines, Philippines
INDUSTRY EXPERIENCE
Process Improvement Officer – Helpflow
June 2020 – Present (Part Time)
LiveChat support for 80+ eCommerce websites
Involved in process improvement related projects : reporting and performance root cause analysis
Responsible for managing and guiding team leads when it comes to coaching and performance
Senior Operations Manager – CyberCity Teleservice/Iqor
August 2019 – March 2020
DTV TECH (RC1 PPLAN)
Organizes and directs the day-to-day activities related to the operation of the Call Center.
Responsible for managing, training and guiding call center managers in performing their duties.
Conducts effective resource planning to maximize the productivity of resources (people, technology etc.).
Collects and analyze call-center statistics
Operations Manager – IBEX Global
May 2016 – August 2019
AT&T BLUE/RC1/CBC – Billing and Sales
Responsible for managing the performance of team leaders and their representatives in providing quality service to meet performance and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and policies;
Ensure productivity and service level goals are maintained at all times
Responsible for maintaining a working relationship with the client
Billing and Sales Team Lead - IBEX Global
U-Verse Blue, AT&T Account
October 2013 – May 2016
Manages a team of 12 billing and sales specialist for Uverse Blue
Closely monitors team performance to ensure that quality and training goals are supported
Closely monitors agents to hone their skills in product support and sales
Able to provide ways for the team to excel and manage to maintain balanced metrics
Resolution Specialist – Team Lead
VXI Global Holdings, Inc
U-Verse Tech, AT&T Account
January 2012 – September 2013
Closely monitors the productivity of the Subject Matter Experts
Also provides statistical analysis for various metrics essential to the account
Responsible for spearheading initiative that reduces repeats and escalation
Able to provide ways for the team to excel and manage to maintain balanced metrics
L2 Support – Sales Lead
Synnex-Concentrix (formerly Link2Support, Inc.)
Linksys, by Cisco Account
November 2006 – December 2012
Provides relevant reports, analysis and updates to clients regarding sales performance
Responsible for conceptualizing initiatives as well as setting guidelines to maintain the group’s sales efficiency and integrity
Is involved in various decision making bodies when it comes to setting of goals, sales targets, work instructions, skills reinforcements and process outlines
Manages a team of 16 A1 support agents to spearhead sales initiative that can be implemented across all support groups
A member of various committees that constantly conceptualizes ‘game-plans’ to complement the site’s initiatives and thrusts with the current changing and trying times
PREVIOUS RELEVANT EXPERIENCE
Programmer, Technical Support Group
Dole Asia Philippines
April 2003 – June 2003
Maintained the company’s database and designed various web-based programs for its ease of use.
PERSONAL PROFILE
Born on November 1, 1980, married, loves reading… What I value most is people and honing their skills. I believe that everything can be learned as long as you have the right tool and equipment, or resource. I am known for bringing out talents within a person because for me, people come first. They are our main resource.
CHARACTER REERENCES
Available upon request
______________________
Certified True and Correct:
Jarwin F. Barnes
As of September 14, 2020
