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About Jairo De Vera

  • Viewed 27

About me

Throughout my five years of experience in the BPO Industry, I can say that I have experienced and accomplished strong management and leadership skills and now has an extensive background in crisis management, departmental organization, and effective communication. 
 
I started in this field as a Customer Service Associate who uses the knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. After that, I was promoted to lead a team of sixty-seven associates where identifying operational issues and suggesting possible improvements are my key role. It also involves monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. My passion for developmental tasks continued when I was promoted as the Learning Specialist of my former company. The role involves creating learning materials that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring, and one-to-one skills coaching. Further, I modify training programs for representatives/agents and track and analyze training programs by examining agent performance. 
 
All these are what I am looking to leverage in your company. Other information including commitment assessment questions were listed and answered below.

 
1. Years of Service for the following:
  • Voiced CSR: 06/2017 to 08/2018
  • Worked US Business Hours: 06/2017 to 12/2021
  • Worked from Home: 02/2019 to 04/2020 and 09/2020 to12/2021
2. Are you currently employed? No
 
3. If hired, when would you be able to start? I can start Immediately or as needed. 
 
My strong technical experience and education make me a highly competitive candidate for this position. My key strengths that would support my success in this position include:

  • Graphical – Photoshop, Adobe, Illustrator, InDesign, Acrobat, FreeHand, Corel Draw
  • Enterprise Systems – Payment Processing, Automated Billing Systems, Email Management (FreshDesk, Jira, Salesforce), Enterprise Resource Planning (SAP and Shopify).
  • Computer Skills – MS Office, Google Drive, spreadsheets, email, PowerPoint, databases, social media, web, enterprise systems.
  • Troubleshooting – Assessment, system knowledge, analytical skills, testing, calm mindset, problem-solving, logic, critical thinking skills, collaboration, communication.
  • Planning – Analysis, conceptual skills, brainstorming, decision-making, forecasting, logistics, problem-solving skills, cost-assessment, requirements-gathering.
  • Project Management Skills – Task management, prioritization, delegation, task separation, scheduling, risk management.

Experience

  • 2020 - 2021
    Pacificall Philippines Incorporated

    Learning Specialist

    Creating learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring, and one-to-one skills coaching. It also includes modifying training programs for representatives/agents and tracks and analyzes training programs by examining agent performance.

  • 2019 - 2020
    BroadPath Philippines Inc.

    Workforce Management Analyst

    Make sure that the business objectives are attained by optimizing human resources. Duties include monitoring staff attendance, writing and delivering reports, ensuring daily staff coverage, ensuring schedule adherence, observing attendance incidents, and communicating with staff members. It also includes submission of observation and recommendation when the team

  • 2018 - 2019
    Pacificall Philippines Incorporated

    Department Lead / Contact Center Manager

    Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

  • 2017 - 2018
    Pacificall Philippines Incorporated

    Project Representative

    Uses the knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. Involve speaking with customers, listen to them gain a better understanding of their needs and offer possible solutions.

Languages

English
Proficient

Skills

Calendar management Client management Email management Create content for regular newsletter and Lin Effective leadership and coaching skills Strong written and verbal communication skills Strong Proje Office & Admin (Virtual Assistant( Salesforce Shopify Social Media Manager Content Writing, Knowledgeable in Microsoft Office, Google Office, PDF, Proof R

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