Julirose De Ocampo

Julirose De Ocampo- WORK EXPERIENCE Acadium Inc. - August 2019-Present Membership Success Support- Remote - Ensures apprenticeship success of every members on the platform by doing Proactive Support Develop member relationships to promote retention and loyalty Work closely with members to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Help resolve any issues the members have on their account, including but not limited to technical issues and billing concerns Cognizant Technology Solutions Philippines Inc. - October 21, 2009 to March 30, 2019 Product and Retail Technology Team Leader – Service Desk – November 2015 to present - Queue management, Ticket Management Coaching for Attendance and other metrics Payroll POC and other Admin tasks Team Leader – Guest Relations/Customer Support – July 2015 to November 2015 - Queue management, Email Management Coaching for Attendance and other metrics Payroll POC Process training coordinator Helped in overall facilitation for the smooth transition of TGIF Guest Relations to Cognizant Manila Client Management Customer Interaction Coaching Team - BPS Academy Communications Coach – June 2014 to July 2015 - Identify Communication and Soft Skills challenges of PEs and SPEs Design, plan, and coordinate activities that target the PEs and SPEs areas of improvement as covered by the audit findings Conduct Coaching Sessions for PEs and SPEs based on areas of improvement Ensure calibration with Communication Trainers Enforce and Implement the Coaching Process Track/Monitor and Ensure PE and SPE improvement and send out progress reports Ensure trackers are updated on a daily basis Interact with SMEs, TLs, TMs, and QAs for review and feedback of overall performance and behavior of PEs and SPEs. CIME / Telco Team Lead – July 2013 – May 2014 - Floor Support, huddles for process updates. Coaching for QA Audits, Productivity, Attendance, Resolution Rate Honing Agents Skills for development and targeting behavior issues for improvement. Queue management, Payroll Disputes, Coordinating HR Issues. TL Quality Audits and QA Disputes. - Strategizing action plans to accelerate Agent and Team performance. Subject Matter Expert - April 2011 – July 2013 - POC for Smart Chat Team Audits Chat conversation Coach Agents on QA Audits Queue Management Senior Process Executive – October 21, 2009 - April 2011 - Frontline call taker for Ordering issues involving Telephone Porting, Facilities and Technical Support customers and internal callers. Off Line task for CBS: Outbound Telephone Activation. Back up support for Smart Chat. TRAININGS /CERTIFICATIONS Cognizant Technology Solutions Philippines Inc. ● ● ● ● ● ● ● ● Express Training Berlitz Certified Coach – September 2014 Lean Six Sigma Training – June 2014 SWITCH Training - September 2014 Six Sigma Yellow belt Training- April 2013 Embark Certified – November 2013 FOCUS BPO – April 25, 2012 BPO CARES Framework - July 2012