Joseph Remnoel De Jesus`

Joseph Remnoel C. De Jesus Block 117 Lot 6 MaryCris Complex Pasong Camachile 2, General Trias Cavite 4107 Mobile no- Email address: - Work Experience: April 8, 2013 to June 13. 2016 Team Leader Altisource Business Solutions Address: TwoEcom Building, Harbor Drive, MOA Complex, Pasay City Delivery of team sales, service level components, quality and productivity targets and indicators for the following line of business. Hubzu.com Short Sale Rental Property Management May 5, 2008 to October 27, 2011 Assistant Manager Genpact LLC Address: 5132 Genpact Bldg. Northgate Cyberzone, Filinvest, Alabang, Muntinlupa City Duties Managing and directing the daily activities of Team Support Leads and Process Associates. Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all Process Developers and Associates. Acting as an information source and answering account related questions, assigning tasks, following up and giving instructions as needed. Attending, following up and resolving customer complaints and questions. Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job. Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency. Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the Associates can use all lists as required. Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials. Preparing and directing schedules, monitoring attendance of Associates, scheduling breaks and shifts as necessary. Communicating solutions, successes, and opportunities to the Senior Manager of customer service. Practicing and ensuring compliance with that of all the organization’s policies and procedures. Skills Ability to inspire and support people. Good people and interpersonal skills to build effective relationships with all levels of professionals. Ability to plan well and prioritize work. Maintains calmness under tight pressure. Trainings attended: Lean Six Sigma – Greenbelt , trained and tested. Employee Engagement – conducted by Hewitt Consultants. December 2, 2006 to April 28. 2008 Team Supervisor, People Support Phils., Inc. Address: People Support Center, Sen. Gil Puyat Ave. cor. Ayala Ave. Makati City , 1200 Tel. no. - Job description: Reports to Team Manager. Supervise eReps performance on the floor (according to productivity, competence, and quality standards and targets). Support the Team Manager in providing leadership, guidance, and support to the reps to ensure the creation of a positive (productive) work atmosphere and team spirit. Address eRep needs and concerns, performance and motivation issues, and conflicts. Serve as mentors and coaches 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 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. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions. Work with QA Supervisor or QA Analyst to ensure effective implementation of the QA process. Deliver timely feedback. Identify QA issues and work with Operations to develop action plan. Implement action plan. Perform other duties assigned. September 22, 2006 to December 1, 2006 ATM (Assistant Team Mentor/ Subject Matter Expert), People Support Phils. Inc. Address: People Support Center, Sen. Gil Puyat Ave. cor. Ayala Ave. Makati City , 1200 Tel. no. - Job description: Reports to Team Supervisor, serve as primary contact and expert for all Account-related questions and escalation. Identify areas of improvement by monitoring trends of questions and escalation. Coach eReps with complex customer inquiries and assist in problem solving when necessary. Track and document each customer service issue and find solution. Work with Team Supervisors to identify additional or updated training that may be required. Ensure that all Siebel escalation are correct and are appropriately addressed. Coach eReps on proper escalation and closure of SR’s. Perform other duties assigned. February 27, 2006 to September 21, 2006 eRep, People Support Phils. Inc. Address: People Support Center, Sen. Gil Puyat Ave. cor. Ayala Ave. Makati City , 1200 Tel. no. - Job description: Reports to Team Supervisor. Provide comprehensive and quality customer care at all times. Provide appropriate and accurate response to customer queries. Meet quality, productivity and schedule adherence performance standards. Apply technical knowledge and procedures when servicing customer queries. Responsible for meeting outlined performance goals and targets. Learn client’s web sites, policies, procedures and any back-end systems they may use for e-mail, products, shipping, and / or back order information. Communicate effectively and efficiently with internal and external customers. Trainings attended: (People Support University) Professionalism at Work. Managing KPI’s. Coaching 101. Leadership Effectiveness Team Effectiveness Compliance Management Effective interaction with Clients Conducting effective meetings Writing performance appraisals Effective Time management September 5,1999 to February 15, 2006 Appraiser 2, Kabayanan Pawnshop Inc. Address: Saging street, CAA, Las Pinas City. Job description: Assesses market value of items (i.e. jewelries, precious stones, electronic devices and the like) for short term loans, handles inventory of branches and prepares monthly report of branch earnings. March 1997 to July 1999 Collections Representative, Prime Bank-Small Business Loans Dept. ADDAS Building, Talaba Bacoor, Cavite 4102 Job description: Reports to the Loan Manager, handles collection for area assigned and responsible for follow-up on overdue accounts. Prepares next day forecast collection and reports end of day accomplishments. Educational Background: College: PMI Colleges, Burke Street, Sta. Cruz, Manila Bachelor of Science in Customs Administration Personal Information: Date of Birth: February 22, 1968 Place of Birth: Don Galo, Paranaque SSS No- TIN No- References: Noel Disu Senior Manager, Operations Altisource Business Solutions- Kimberly Lorraine Tabares Manager, Card Services Capital One- Paolo Suello Employee Relations Manager, Human Resources Genpact LLC-