Experienced professional seeking a challenging and responsible long-term position in a company that values assertiveness, dependability, and motivation. Aiming to contribute to a supportive work environment where top management actively supports the company's success in achieving its goals and objectives.
Hi, I’m
Janine Elizabeth Lorilla
Deira
Summary
Overview
10
years of professional experience
Work History
SAFCO International General Trading Co. LLC
Coordinators Team Leader | CSR Supervisor
04.2023 - Current
Job overview
- Manage a team of customer service representative and coordinator ensuring they meet the performance targets and provide excellent service
- Provide training, coaching, and mentoring to help staff improve their skills and performance
- Step in to resolve escalated or complicated customer complaints and issues that the team cannot resolve
- Assisting Head of Departments Managers, Sales Executive in ensuring that all customers are taken care
- Interact with walk-in customer make sure that they have a positive experience and feel valued
- Supporting CSR team member, handling escalation, guiding and monitoring the entire group
- Supporting Coordinators team members by guiding the process, handling the customers, upselling and cross selling
- In charge of hiring, training and evaluation of employees as part of the human resource department
- Planning, communicating, and controlling work flow in a department and organization
- Creating a Survey form to evaluate the customer experience
- Assist and Dealing with customer via phone calls to ensure all customer complaints are handled in professional, empathetic, and timely manner
- Keep the team updated on a new products or process
- Keep information about clients’ complaints on record so that problems can be dealt with effectively so as not to repeat the same mistakes
- Response to the customer request and interact with the relevant department
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Rizek by ASTRA TECH
Admin. Support | Senior CSR | Fulfillment Team Leader
01.2021 - 01.2023
Job overview
- Support all Service Providers (inquiries, complaints, and concerns)
- Support Customer chat, inbound calls, outbound calls, and escalation
- Fulfill Customer Satisfaction, Concerns, Inquiries, and complaints
- Guiding, Monitoring, and leading an entire group
- Responsible for overseeing the day-to-day fulfillment operations
- Creating quotation for offline Jobs
- Handling administrative requests and queries from senior managers
- Increased team productivity by providing comprehensive training to new CSRs on company policies and best practices.
- Achieved higher customer retention rates with personalized service and follow-up interactions.
- Streamlined communication for improved efficiency by developing and implementing new CSR protocols.
- Championed process improvements within the department that led to increased efficiency without sacrificing service quality standards.
- Developed troubleshooting guides for common customer concerns, expediting issue resolution timeframes.
- Proactively identified potential challenges or roadblocks in customer interactions, implementing preemptive strategies to minimize negative outcomes.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Established clear communication channels to facilitate timely exchange of information between team members and customer.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
- Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
- Facilitated sales growth by upselling products and services based on customers'' needs and preferences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
HELPBIT a subsidiary of AMAZON
Receptionist – Front Desk | Customer Service
05.2015 - 06.2020
Job overview
- Interact with the customer face to face in a friendly, approachable way to ensure they have a positive experience and feel valued
- Greet and assist customers with their needs, inquiries, providing information and guiding them through process
- Processing transaction, managing sales, returns or service order, often through register or ERP system
- Assisting and finding solution of a customer issues, whether it’s purchasing a product, troubleshooting or resolving service after sales
- Maintaining a clear and professional communication with customers concerns
- Providing outstanding service to customers/visitors - either over the phone or in person
- Assisting customers or callers by providing information, answering questions, and/or directing calls/inquiries as necessary
- Identifying and/or escalating issues with resolution
- Support outbound phone calls in response to any inquire questions or other follow up
- Handled cash transactions and maintained sales and payments records accurately.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Maintained visitor log for entering and leaving facility for security purposes.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Education
Bacolod City CollegePhilippines
Bachelor of Science in Business Administration from Entrepreneurship
01.2010
University Overview
Bacolod City College – Bacolod City Philippines S.Y2005 -2010
Skills
- Skilled in MS Office Suite and ERP Systems
- Competent in English Language Proficiency
- Strong Interpersonal Skills
- Leadership, Team Management & Conflict Resolution
- Patient Problem Solver
- Strong Customer Service Expertise
References
References
Available upon requestTimeline
Coordinators Team Leader | CSR Supervisor
SAFCO International General Trading Co. LLC
04.2023 - Current
Admin. Support | Senior CSR | Fulfillment Team Leader
Rizek by ASTRA TECH
01.2021 - 01.2023
Receptionist – Front Desk | Customer Service
HELPBIT a subsidiary of AMAZON
05.2015 - 06.2020
Bacolod City College
Bachelor of Science in Business Administration from Entrepreneurship
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