Jonnell Bemida Email & Phone Number

Quezon City, Ncr, Ph

Philippines

Responsible in covering the following tasks:- Weekly email, chat and phone transaction monitoring- Coaching and audit Compliance reporting- Conduct weekly coaching / huddle- Ticket scrubbing- Facilitate weekly calibration- Root cause analysis- Continuous improvement drive- CSAT analysis- Presentation of quality deck for weekly/monthly business review with client

Quezon City, National Capital Region, Philippines

2015 - 2018 TECHNICAL SUPPORT > Supports business to business POS equipment in one of the biggest retail stores in the US.> Responsible for troubleshooting defective POS, computer and internet equipment. > Deploy technician / replacement once determined needed. 2018 - 2019 SME > Provides knowledge support to tier 1 representatives. > Assist team lead in conducting huddles to tackle top team / individual defects> Send AHT report within the team2019 - 2022 QUALITY ANALYST AND PROCESS TRAINER> Perform call evaluation to the assigned focus group. > Conduct coaching session / huddle to individuals / group to discuss defects> Cascade updates to teams through huddles / email / recorded audio playback> Perform root cause analysis for bottom call quality performers and layout plan for to avoid repeat offenders> Facilitate calibrations with call quality team, leadership and clients> Conduct new hire training and upskill tenured representatives> Send training updates (attendance, attrition, fall-outs, etc)> Facilitate internal certification to identify who can proceed to client's certification> Assist client in conducting client certification> Update training materials> Pioneered the creation of digital learning using Epiplex

Manila, National Capital Region, Philippines

Hanlded inquiries, aftersales support in inbound, outbound, email and social media platform.