Tatiana Ley Sta Juana

TATIANA LEY STA JUANA EMPLO YEE SUP PORT SPE CI ALIS T CUS TOME R SE RVICE RE PRESE NT ATIVE SUMMARY: (--Barangay Tisa, Cebu City, PH A dedicated Concierge Officer with over 9 years of professional experience handling employee support & services including confidential employee supportive communication. Also, a previous customer service representative with over 6 years of experience handling phone and email support for various clients in the telecom, sales, and financial industries. WORK EXPERIENCES: EDUCATION CONCIERGE OFFICER LEVEL 3 / ePERFORMAX CONTACT CENTER & BPO Cebu City, PH / April 2012 - present BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION Major in General Business Management Southwestern University 2018 - 2019 BACHELOR OF SCIENCE IN SOCIAL WORK Southwestern University-       SKILLS  Great verbal and written English Communication Skills  Knowledgeable in Microsoft Office applications such as Word, Excel, Outlook, Edge, PPT     Effectively and efficiently fulfill Concierge Services requested by employee to help them with work-life fit issues. Efficiently accommodate requests as indicated in Concierge Services list: (i.e. laundry service, package/mail delivery, restaurants, hotels, room/apartment finding service and etc.) Accomplish requests within 8 hours upon receipt of email, phone or text message. Coordinate with various departments to resolve employee concerns within required turnaround time. Effectively conduct a confidential supportive communication for employees dealing with personal or work-related problems. Refer employees who may need professional help. Build a strong working relationship with programs and support department employees Mentor L1 and L2 Officers. Perform ad hoc tasks to support departmental needs and functions. Conducts monthly team and officers’ huddles. Conducts mental health talk to employees and trainees. FAN CLUB OFFICER / ePERFORMAX CONTACT CENTER & BPO Makati City, PH / January 2011 – March 2012  Knowledgeable in Google Suite applications such as Gmail, Sheets, Drive, Classroom, Forms, Chrome, Youtube  Knowledgeable in research and data entry  Knowledgeable in applications such as Canva, Calendly, Photoshop  Plans monthly employee events.  Organizes and invites employees to attend clubs that they want to join or be part of.  Checks with the Club leaders about updates on their activities and proposals.  Reports output to the Corporate Communications & Marketing Manager.  Helps the Corporation Communications & Marketing with ad hoc tasks. SKILLS CUSTOMER SERVICE CONSULTANT / ePERFORMAX CONTACT CENTERS & BPO Makati, PH / November 2007- December 2010  Strong learning proficiency  Strong problem-solving skills and troubleshooting  Close attention to detail  Strong people skills – a listener and empathic to people  Self-motivating and passionate  Flexible and Collaborative  Assists customers and helps resolve customer inquiries thru email and inbound calls.  Uses communication and technology tools to provide customers with accurate answers to their questions in both a quick and helpful manner.  Answers agent inquiries regarding customers' concerns.  Receives and answers escalated calls from agents who would like to speak a supervisor. CUSTOMER SERVICE REPRESENTATIVE/ CONVERGYS PH Makati City, PH / May 2006 – August 2007 AW ARDS    Answers inbound calls from customers inquiring regarding the infomercial products.  Upsells items/products related to the infomercials.  Places the order for the customer and processes the payment. Passionate Awardee 2010 XFactor Awardee 2014 CUSTOMER SERVICE REPRESENTATIVE/ TELEPERFORMANCE PH Pasig City, PH / September 2004 – April 2006     CERTIFICATIONS  Assists customers and helps resolve customer inquiries thru inbound calls. TIER Feedback Tool Performance COACH Mental Health First Responder Global Communications  Uses communication and technology tools to provide customers with accurate answers to their questions in both a quick and helpful manner.  Assists customers with basic troubleshooting. TRAININGS             TIER Feedback Tool Performance COACH Mental Health First Response Basic, Advance & Crisis Counseling Basic Group Therapy Effective Counseling Global Communications Presentation Skills 1 & 2 1st Philippine Positive Psychology Conference Increasing Wellness Among Our Employees & Strategies to Positive Psychology Counseling & Psychotherapy American Red Cross Psychological First Aid: Supporting Self & Others During COVID-19