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Jergina S.

BLk 208 Unit 03-109 Yishun, Singapore 760208 Mobile: +6591359128 Email:

PROFESSIONALQUALIFICATION: Four years solid experience in call center industry. Exceptional training in Customer Service, Telesales. Knowledgeable Microsoft Office, Microsoft Outlook, Excel. As a call center agent, excellent result of output, hitting the targets more than expected. A leader with a strong work ethic and ability to motivate employees to their maximum potentials. EMPLOYMENTHISTORY: BPOCLIENTSUPPORTINC. 2ND Floor FTI Complex Taguig City Phils.1630 Production Team Leader (Feb. 2007-June 2008) Supervise team activities like team meetings, coaching and training to ensure quality performance, in-depth product knowledge to meet client goals and objectives; Conduct weekly call monitoring and evaluation to ensure quality calls among subordinates and participate in conference calls with client to ensure accuracy and quality service for customers. Review employees monthly performance based on campaign metrics to meet quality performance specified by the client and prepare timely performance appraisals of direct reports; Conduct periodic evaluations of all new production employees to assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training; Ensure production employees receive continuous development training after initial training has been completed in order to improve ability of assigned production employees to service the client; Review resignation letters and the disciplinary actions, and terminations to obtain additional input on the potential cause of attrition; Assist in development of overall employee appreciation and recognition programs and activities; Assume podium duties like break management to ensure productivity of employees; preparation of report like hourly stats, invalid transfers, call drivers and attendance report; Participate with call calibration with Performance Assessment Specialist to maintain quality set by the client; Ensure that employee records are properly management; Perform weekly calls to promote productivity and to be familiar customers issues; Conduct final interviews for applicants; Participate to all company-related activities and other projects assigned by immediate supervisor; Responsible for creating sales speech for the team, generating sales through up selling and make sure that the team is at goal. Call Center Agent (Outbound) (January 2006 Feb, 2007)

Perform telemarketing for Timeshare department. Opener/ should generate interests to the client. Should relay all the necessary information(e.g. gifts, schedules, disclaimers) Should gather all clients information (e.g. real name, address, email address.)

Ortigas Center Pasig City April 2005 -December, 2006 Epacific. Ortigas Center Pasig City September, 2003 March, 2005 Call Center Agent (OUTBOUND) Perform telemarketing for Timeshare department SEMINARSAttended: "Employment Opportunities and Career Development" September 2003, Buy & sell Pasig City "Effective Telemarketing and Customer Servicing" February 2004 One Global Inc. Leadership Training July 2002 One Global Inc.

HONORS and AWARDS Received: 1st Place Top Seller for the month of October 2004 till March 2005 EPACIFICInc. Rookie of the Week AmericanInternationalMarketingSolution Top Seller for the months of February and March 2003 BPOCLIENTSUPPORTINC. EDUCATIONAL ATTAINMENT: College: ST. Anne College Lucena Inc., Bachelor of Science in Hotel and Restaurant Management (April 2003) SKILLS: Sales oriented with experience in retailing, networking and direct sales. Knowledgeable in computer hardware and software troubleshooting; Abreast in configuring internet connection for dial up, cable and DSL; Has Telemarketing, Technical and Customer Service Skills Excellent Communication and Listening Skills Outstanding Interpersonal and Organizational Skills Highly-motivated, team player, fast-learner and efficient Hardworking, innovative and can work with minimum supervision Excellent prioritizing skills and proactive attitude Adept at communicating effectively with customers, clients and staff Decisive, action-oriented and results-focused Driven by new challenges and desire to be successful in all endeavors Able to commit long hours and OT when required

CHARACTERREFERENCE: Available upon request.