Joyce Rodriguez Email & Phone Number

167 Corey Road, 2Nd Floor, Suite 206, Brighton, Ma 02135

• Responsible for taking control of and resolving customer issues.• Documents and Simulates complex customer issues to find solutions and fixes to customer inquiries and problems.• Perform Activation/Deactivation & necessary adjustments on customer accounts.• Identify and provide inputs on unique (or) recurring customer problems.• Maintains/builds relationships with other groups that impact the overall performance of the team.• Provide support to the customers in using PDF system and applications.• Identify, correct & advice on the operational issues in client computer systems.

26F The Globe Tower 32Nd Street Corner 7Th Avenue, Bonifacio Global City Taguig,

• Monitor day to day operations with our vendors.• Communicate business strategies and results to CSRs and Team Leads. • Create and foster a poster, successful and professional work environment where employees choose to work and achieve their goals.

4F E-Commerce Plaza Garden Road, Eastwood Cyberpark, Libis, Quezon City

• Monitors and manages the implementation of employee disciplinary actions, ensures that it is fairly enforced across the whole sites and making sure that is in compliance with the local labor laws.• Responsible in initiating ways and means to improve relations between management and employees by implementing engagement programs, sports, fitness, and charity and employee recognition programs.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Monitor day to day operations. • Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand. • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job. • Provide timely feedback to the management team on customer trends, issues and needs.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Conduct and facilitate Client-Specific Classroom Training Activities to New Hires and Existing Agents/Leaders. Training Activities would include Full Module Training, Rehash and Upskilling. • Conduct Classroom Training of a particular Client-Specific module to new hires and existing agents.• Creates/Develops/Re-designs Modules and Training Programs when needed.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Assist the Customer Service Associate’s concerns regarding employment concerns or grievances and observe proper escalation procedures. • Coach Customer Service Representatives and review their performances, provide directions, and set goals based on their Key Performance Indicators (KPI’s). • Participate in client-related activities to include client calibration sessions and project planning.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Conduct and facilitate Client-Specific Classroom Training Activities to New Hires and Existing Agents/Leaders. Training Activities would include Full Module Training, Rehash and Upskilling. • Conduct Classroom Training of a particular Client-Specific module to new hires and existing agents.• Creates/Develops/Re-designs Modules and Training Programs when needed.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Handling Subject Matter Experts and review their performances, provide directions, and set goals based on their Key Performance Indicators (KPI’s). • Assist the Subject Matter Experts and their Customer Service Representative’s concerns regarding employment concerns or grievances and observe proper escalation procedures. • Conduct coaching and huddle sessions to keep the team updated with the current trends in the program and/or the company.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Coach Customer Service Representatives and review their performances, provide directions, and set goals based on their Key Performance Indicators (KPI’s). • Assist the Customer Service Associate’s concerns regarding employment concerns or grievances and observe proper escalation procedures. • Participate in client-related activities to include client calibration sessions and project planning.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Conduct and facilitate Client-Specific Classroom Training Activities to New Hires and Existing Agents/Leaders. Training Activities would include Full Module Training, Rehash and Upskilling.

11F Robinsons Equitable Tower, Adb Ave. Cor. Poveda St. Ortigas Center, Pasig Ci

• Coach Customer Service Associates under ISD Training and review their performances, provide directions, and set goals based on their Key Performance Indicators (KPI’s).

Acs Plaza, Sen. Gil Puyat Avenue Corner Tordesillas St., Makati City

• Plan, Lead, Organize and Coordinate team performance to ensure customer’s needs are met and deliver the client’s and company’s goal based on agreed service levels

Acs Plaza, Sen. Gil Puyat Avenue Corner Tordesillas St., Makati City

• Deliver quality customer service through proper handling of various customer concerns and inquiries.

Morong, Rizal, Philippines

• Serve guests by providing outstanding product, service, and enhancing the overall guest experience.