Jackelyn Santos Email & Phone Number

Sydney, Australia

Home Base

• Responsible for overall target sales.• Giving feed backs to the agents.• Training new hires and conducting interviews.• Making outbound calls to sell financing/loans to the customers.• Making sure that the employees are all calibrated in terms of process/procedures.• Doing leads Generation. • Conducting twice a month group meeting for feedbacks and suggestions.• Directly reporting to client to present sales target, employee’s work attitude, updates in process (if there are any).

Assist in highly visible support role including floor control ensuring FSC conformance, administrative/ program support, crew supervision. Oversee crew training progress, scheduling based on target, regular report on crew incentives. Maintaining continuous exceptional levels of customer service and satisfaction. Develop pricing strategies, balancing firm objectives and customer satisfaction. Formulate, direct and coordinate marketing activities and policies to promote products and services. Upselling products to customers.

Part of the escalation team/ support team. Responsible for Service Level of the account, helping on answering the calls from customers that are trying to report troubles on their service. Creates trouble tickets for customers who have troubles on their circuits, phone number, toll free and domain name. Provides client support and technical issue resolution to our customers globally. Prepares daily reports with regards to daily service level, total agents head count. Responsible for Bucket Management. Doing chat support to the customers that are inquiring about their trouble tickets. Supports agents who have inquiries/ questions regarding processes.

Audits an order of the provisioning department. Giving feedback for every error that they made on processing an order. Sending reports weekly, monthly reports regarding the service quality and Training of a specific process. Handles escalations of the clients. Gives training to the newly hired agents/ or cross training. Installing circuits of T1/ DS1 and DS0, designing the loop to be installed to a specific customer. Interacts with different LEC’S. Responsible for the team to meet their SLA. Giving updates to the team for every changes on the process. Conducts ongoing assessment of employee training requirements by running TNI workshops. Maintains records of training activities, monitors the effectiveness of training programs and follows up on pre and post training evaluations. Sources new programs to close gaps in process and soft skills periodically. Understand and implement training SOP/SLA. Gives one on one feedback to the CSA / TL’S based on the research done through order monitoring, jacking and monitoring. Coordinates all logistics related to program delivery. Prepares and circulates weekly reports on gaps identified during order monitoring, and steps taken to close such gaps.

Bs Computer Science, Computer Science

Education record