Andres, Jerbie Abriol
CORE VALUES
Goal oriented and result driven
Enthusiastic and fast learner
Flexible and adaptable to change
Can work with minimal supervision
CONTACT INFORMATION
Address: 156 Paraiso St. Parang, Marikina City
Mobile: -
Email:-Skype: live:jerbieandres
WORK EXPERIENCE
TEAM LEADER
Velocity Frequent Flyer, Sitel |April 2019 to May 2019
-Top Team Awardee for the 1st Quarter of 2019 (Non-Voice category)
-Daily reporting and presenting of business state
-Allocation of agents’ workload, key tasks and queue assignment
-Managing agents’ schedule patterns
-Auditing agents’ emails for quality checks
-Coaching sessions for personal growth, behaviors and performance
-Conducting up-skilling, training and rolling out process update
-Creating fun environment, team building activities and promoting chemistry
-Directing the team to achieve goals and meet KPI
COACH APPRENTICE
Velocity Frequent Flyer, Sitel |September 2018 to March 2019
-Acting as Team Leader under Operation Manager’s supervision
-Daily reporting and allocation of agents’ workload, key tasks and queue assignment
-Attending business reviews and QA calibrations
-Created consolidated file tracker for ease of use in reporting
-Implemented flexible working schedule for productivity
MENTOR | SUBJECT MATTERS EXPERT
Velocity Frequent Flyer, Sitel |March 2017 to August 2018
-Handling transition agents once endorsed by Training Department
-Floor support in absence of Tier 2, provide assistance to nesting agents
-Taking escalation calls
-Flags long call, wrong aux or status, monitors the queue
-Reports call driver
EMAIL SUPPORT REPRESENTATIVE
Velocity Frequent Flyer, Sitel |January 2011 to August 2018
-Top Agent and Sitel Passion Awardee for the 3rd Quarter of 2017
-Answering inbound emails inquiry from members of loyalty program
-Escalating concerns to other department
-Taking calls to support voice account
-Working on adhoc tasks provided by Team Leader/Coach
CHAT SUPPORT REPRESENTATIVE
Sears.com and Kmart.com, Telus Int’l Philippines | October 2014 to December 2014
-Answering inbound chat from prospective buyers.
-Processing sales order
-Providing after sales service
-Offering alternatives if preferred if there’s no availability
-Following up on orders to the supplier
TECHNICAL SUPPORT REPRESENTATIVE
Vividwireless, Stellar Philippines Inc.| July 2012 to August 2014
-Answering account related inquiries from customers
-Providing technical assistance
-Escalating to higher department
-Handling customer complaints
-Processing upselling for upgrades
-Dispatching repair orders to technicians
-Following up on the order status
-Providing after sales service
-Call outs from time to time to remind customer of their outstanding bill
CUSTOMER SERVICE REPRESENTATIVE
Vodafone, Sitel| July 2012 to August 2014
-Providing Directory Assistance
-Offering alternative
-Utilizing browser search for better experience
EDUCATIONAL ATTAINMENT
Bachelor of Business Administrator Major in Marketing Management
Polytechnic University of the Philippines
Sta. Mesa, Manila 2012
OTHER RELATED SKILLS
Typing speed over 60wpm
Internet and computer savvy
Advanced skills in Microsoft Applications specially in Excel
Knowledge in Macintosh and Windows Operating system
