Jurylee Tacderas Clssyb Email & Phone Number

Philippines

Onboard and train new employees on technical systems and tools, enhancing their proficiency and performance.Provide technical support, effectively resolving a wide range of issues using ServiceNow for ticket management.Design and develop engaging learning content and training materials tailored to diverse learning needs.Analyze competency and knowledge requirements to inform the development of effective training programs.Conduct thorough research, fact-checking, and validation to ensure the accuracy and reliability of all training content.Design comprehensive curricula and revise existing training programs to maintain relevance and effectiveness.Collaborate with learning partners to integrate appropriate courses into training offerings.Work closely with the technical team to publish materials on learning platforms, ensuring accessibility for all users.Create assessments and case studies to evaluate skill acquisition and knowledge retention.Deliver impactful learning programs, enabling resources that support effective training delivery.Ensure training materials are accessible and user-friendly for participants and faculty.Periodically review and update learning materials to reflect current practices and information.Develop, re-template, or rewrite content in collaboration with Subject Matter Experts to enhance clarity and effectiveness.Design and produce communication materials to announce training programs, updates, and important information to stakeholders.

Philippines

Provided technical support and assistance to users, efficiently resolving a wide range of technical issues.Extensively used ServiceNow for ticket management and issue resolution.Trained in and proficient with:Office 365OMADAActive DirectorySAPComplex troubleshootingGRC (Governance, Risk, and Compliance) systems.

Philippines

I design and deliver training programs for Customer Service Associates and Managers across various support areas, including Retail, Account Management, Chat, and B2B support. My role focuses on developing upskilling programs, continuous learning initiatives, and leadership development for managers. I collaborate with stakeholders to identify training needs and drive performance improvement, ensuring an exceptional customer experience.Designed and delivered training programs for associates and managers in retail, account management, chat, and B2B support.Conduct extensive Training Needs Analysis (TNA) and apply instructional design principles to create effective learning solutions.Develop upskilling and continuous learning initiatives to enhance associate skills and performance.Create and implement leadership development programs for customer service managers.Utilize extensive knowledge of the LMS tool KNET to manage and deliver training content efficiently.Collaborate with stakeholders to identify training needs and drive improvement.Ensure training programs align with business goals and enhance overall customer experience.

Philippines

Assisted customers with their difficulties.Walk the customers through their accounts.Displayed courtesy and strong interpersonal skills with all customer interactions.Maintained composure and patience in the face of difficult customer situations

Makati, National Capital Region, Philippines

I served as a Trainer for the Comcast account, specializing in language training and certification. During the nesting phase, I also took on the role of Team Manager. My responsibilities included:Training new employees by delivering clear and efficient explanations of protocols and procedures.Mentoring fellow engineers to enhance their skills and performance.Reporting critical issues to management for timely resolution.Collaborating with the customer service supervisor to address and resolve customer concerns effectively.Maintaining accurate records, logs, and tracking the life cycle of work requests.Demonstrating a calm, professional demeanor under high-demand, high-volume workloads, ensuring service excellence.

Makati, National Capital Region, Philippines

Managed LAT and Staffing Matters for the MPEG Account, demonstrating expertise in both technical and customer service roles:Trained team members on Comcast Triple Play Repair and Billing protocols.Provided fundamental IT support to company personnel, ensuring smooth operations.Consistently delivered courteous and professional customer interactions, showcasing strong interpersonal skills.Maintained patience and composure in challenging customer situations to achieve positive outcomes.Handled an average of 30 inbound and outbound technical support calls daily.Assisted customers with package tracking and shipment, maintaining efficiency across an average of 30 calls per day.Resolved online billing and account-related inquiries, ensuring customer satisfaction.Supported customers experiencing data connectivity issues, providing timely solutions.Managed IT setup and service requests for both LAN and WLAN connections.Leveraged 6 years of experience in internet services to deliver effective technical support and service management.

Makati, National Capital Region, Philippines

Managed Technical Support for the Comcast Account, showcasing strong problem-solving and leadership skills:Promoted to Subject Matter Expert (SME) after six months, recognizing my expertise and dedication.As an SME, supervised and mentored nesting agents, guiding throughout their training period.Conducted debrief sessions to enhance agents' product knowledge and ensure their readiness for customer interactions.Certified agents by assessing their product knowledge and determining their eligibility for official endorsement.Evaluated customer bug reports and enhancement requests, prioritizing these for development and resolution.Developed in-depth technical expertise in diagnosing and resolving issues related to cable, internet, and phone services.Troubleshoot hardware problems and collaborated with service providers to facilitate efficient repairs.