Jayvie Angeles

 JAYVIE L. ANGELES Summary of qualifications Excellent people skills Efficiently handles a team and can promote performance improvement. Ability to do audits and coaching to the team. Strong planning, time management and organizational skills. Team player; can coordinate well with superiors as well as subordinates. Able to handle multi tasking under high pressure. Employment History L1 Customer Support Engineer (Remote) - July 2018 – November 2018 Company: Crossover Duties and Responsibilities: Provide high quality technical support to customers. Improve existing processes through thorough research and issue analysis. Create Knowledge Base Articles to help the team assist various customer issues. Critical Systems Analyst/Subject Matter Expert - September 2013 – April 2015 Department: Operations Program: Microsoft Partner Network (B2B) Company: Arvato Bertelsmann, Clark Pampanga Duties and Responsibilities: Handled a team of level 1 consultants Call listening and provide daily one on one coaching and feedback Facilitates daily team huddle Acts as mentor to each team member and develop sales skills and techniques Administer daily schedule and attendance of the team Developed consultants by using tactical coaching/feedback and providing ongoing training. Monitor Team Performance by way of goal planning, process adherence and daily reviews. Complete reports, data analysis, action planning and execute business plans. Team Manager - March 2011 – July 2011 Department: Service Delivery Program: AT&T Bronze Company: Sutherland Global Services, Inc., Tarlac City Duties and Responsibilities: Handled a team of level 1 consultants Call listening and provide daily one on one coaching and feedback Facilitates daily team huddle Acts as mentor to each team member and develop sales skills and techniques Administer daily schedule and attendance of the team Developed consultants by using tactical coaching/feedback and providing ongoing training. Monitor Team Performance by way of goal planning, process adherence and daily reviews. Complete reports, data analysis, action planning and execute business plans. Subject Matter Expert - April 2009 – March 2011 Department: Escalations Team Program: Avis Budget Group Company: Sutherland Global Services, Inc., Clark, Pampanga Duties and Responsibilities: Takes escalation calls from Level 1 agents. Makes sure that all escalated calls were answered on a timely manner. Assists bottom performers during refresher trainings. Assists the team by providing refresher trainings, as deemed necessary by Operations and Quality. Assists nesters during nesting period. Delivers reports on time as requested by Management. Completes a Feedback Form containing the summary of the inaccuracy/ies committed by the CSR on a particular call, and then emails it to the Supervisors. Customer Service Representative - April 2008 – April 2009 Department/Program: Avis Budget General Reservations Company: Sutherland Global Services, Inc., Clark, Pampanga Duties/Responsibilities & Accomplishments: Answers calls from the customers who wants to make car reservations, update their reservations, inquire about pricing, etc. Continously met each and every metric of the program such as Quality, ATT, and ResCon (Reservation Conversion) Was able to maintain PDP scores on an excellent level (3.5 and above every month) Was promoted after a year as a mentor. Was promoted again as an SME after a month. Customer Service Representative- January 2008 – March 2008 Department/Program: Blockbuster (e-mail account) Company: Sutherland Global Services Duties/Responsibilities & Accomplishments: Responds to the customer’s emails regarding different queries such as complaints, orders, follow up, changing of account information, etc. Consistently met the different metrics of the program such as Quality and AET (Average Editing Time) Data Encoder - June 2004 – December 2004 Company: Clark Data Center Inc. Duties/Responsibilities and Accomplishments: Documents different kinds of data from the US. Consistently met the target speed and accuracy. Education 1990 Sta. Rosa Elementary School - Concepcion ,Tarlac upper 10% of the graduating class 1994 Dominican College of Tarlac - Capas, Tarlac upper 10% of the graduating class 1998 Jose C. Feliciano Colleges - Dau, Mabalacat , Pampanga -Marine General Radio Communication Operator