VIRMA TRINIDAD JIMENEA
No. 52B St. Phillip Avenue,
Lopez Village, San Isidro, Paranaque
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OBJECTIVE:
An entry level position in a well structured company involved in Business Process
Outsourcing where I could gain further knowledge, enhance my skills &
competencies and develop myself professionally.
PERSONAL PROFILE:
Nickname: “Virma”
Birth date: June 01, 1982
Citizenship: Filipino
Age: 38
Sex: Female
Birthplace: Las Piñas
Civil Status: Married
Religion: Roman Catholic
EDUCATIONAL ATTAINMENT:
❖ UNIVERSITY OF PERPETUAL HELP RIZAL
Pamplona, Las Piñas
Bachelor of Science in Physical Therapy
1999 - 2002
Undergraduate; 3rd Year, 2nd Semester
❖ SAINT PAUL’S COLLEGE OF PARAÑAQUE
La Huerta, Parañaque.
1994 - 1999
❖ PAMPLONA CENTRAL ELEMENTARY SCHOOL
Alabang - Zapote Road, Las Piñas City
1989 - 1994
TRAININGS / SEMINARS ATTENDED:
⮚ ORIENTATION ON CUSTOMER CARE
SERVICE BEYOND EXPECTATIONS
CHRIS Sports Plaza, Quezon City
July 2002
⮚ UPDATES ON PERIPHERAL NERVE INJURY (PNI)
STEADFAST Center for Physical Therapy Practice
Philippine Women’s University, Manila
17th February 2002
⮚ LOW BACK PAIN (LBP)
College of Physical Therapy
University of Perpetual Help Rizal, Las Piñas
10th October 2001
⮚ Developing Lasting Personal Experience
⮚ Career Focus Development
⮚ Stress and Anger Management
⮚ Proper Time Management
Aegis PeopleSupport Center 2010
COMPETENCIES:
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Integrity
Customer Focus
Innovation
Excellent communication skills ( verbal and written)
Flexibility and adaptability
Excellent time management skills
Team player
Self-motivated and result oriented
WORK EXPERIENCE:
⮚ ProbeGroup Philippines
Wilcon IT Hub Chino Roces Avenue Makati City
Customer Service August 2014 - March 2019
Circle leader March 2019 - October 2020
● Main role is to coach, motivate and engage teammates to ensure
that they are a productive
● Act as as a liason between the teammates and other departments.
● Plan, lead, organize and coordinate the team performance to
ensure customer’s needs are met and deliver the clients’ and
company’s goals based on agreed service levels.
● Coach, train assist, motivate, processes payroll performance
management and annual reviews.
● Maintain up to date records, disciplinary action documentation, and
personal development plan.
● A team player and helps diffuse conflicts and helps promote a
healthy working environment.
● As an agent takes inbound, outbound and responds to email
queries.
● Skip traces customers for collection.
⮚ 24/7.ai Philippines
RCBC Tower
Ayala Ave. cor. Sen. Gill Puyat Avenue Makati City
Customer Service Representative March 2013-August 2014
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Responded to questions and followed up on customer interactions.
Promoted best practices by identifying opportunities for process
improvements and initiatives.
Validated data and resolved problems related to system-generated
information.
Managed inbound and outbound calls to respond to inquiries and
resolve concerns.
Implemented best practices in fostering exceptional customer care
support and satisfying customers.
Responded to customer questions and complaints and documented
consumer communications
Consistently met identified team and client performance metrics,
goals, and deadlines.
Answered calls or emails from customers and assisted with special
requests or resolving complaints.
⮚ AEGIS PEOPLESUPPORT
Aegis People Support Center
Ayala Ave. cor. Sen. Gill Puyat Avenue Makati City
(May 2007 - March 2013)
● Provide comprehensive and quality customer care at all times.
● Provide standards for various levels or productivity to meet the
performance goals.
● Identify relevant data and coordinate with the Training Department.
● Does regular quality check and provide feedback.
● Monitor and document customer related issues and identify
solution.
● Ensure attendance in client related meetings and training sessions.
● Ensure attendance in General Meetings conducted by Operations
Management.
● May be given authority to approve certain operational request
subject to approved guidelines set by Management.
● Recommendatory authority on areas of improvement for sub/non
performing agents.
● Execute authority on approval of certain operational requests,
subject to approved guidelines set by Management.
● Extensive knowledge in 5 GDS systems.
● Receive escalated calls and provided resolution to every issue.
● Tasked to coordinate with suppliers to provide resolutions to
customers.
⮚ AMDATEX SERVICES CORP. (ADEC Solutions Inc.)
4th Level Metropolis Business Center, Alabang, Muntinlupa.
(June 2005 –May 2007)
BUSINESS PROCESS ASSOCIATE
DATA ENTRY ENCODER / MODIFIER / OFFICER IN CHARGE
● Analyze customer provided documents and inputs required
information & figures in a database system in accordance with the
project matrix.
● Provide a daily list of accomplished tasks and production records
for the whole group.
● Conform to a set of inquiries on posting confirmations to be sent to
the Lineleads, Project Officers or Clients.
● Review and application of newly implemented keying instructions
and client feedbacks.
● Responsible for encoding of researched data to client provided
database system.
● Tasked to verify the accuracy and completeness of the encoded
data.
⮚ CHRIS SPORTS PLAZA
Kamuning, Quezon City
(July 2002 – May 2005)
STORE SPECIALIST / CASHIER
● In charge of the proper display and care of items
● Has extensive knowledge of various gym equipments and fishing
accessories.
● Responsible for providing high quality products and services in
order to meet the needs and expectations of the customers.
● Forecast of items based upon its supply & demand and
accountable for item inventories.
● Attend to phone calls and other client inquiries regarding various
sports items being purchased.
● In charge of all store transactions and other clerical work.
I hereby certify that the aforementioned information is correct and concise to the
best of my knowledge and belief.
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Virma Trinidad Jimenea
