Bev Jimenez
Call Center Coach at Skybridge Americas Inc.- Claim this Profile
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English -
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Tagalog -
Topline Score
Bio
Credentials
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Data Entry
ProVAJun, 2022- Oct, 2024 -
Facebook Ads Management
ProVAJun, 2022- Oct, 2024 -
Graphics Design & Video Editing
ProVAJun, 2022- Oct, 2024 -
Online Bookkeeping Course
ProVAJun, 2022- Oct, 2024 -
Social Media Management
ProVAMay, 2022- Oct, 2024 -
General Virtual Assistant Training
ProVAApr, 2022- Oct, 2024
Experience
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Skybridge Americas Inc.
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Outsourcing/Offshoring
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200 - 300 Employee
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Call Center Coach
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Sep 2020 - Present
Ability to foster and promote a cooperative and harmonious work climate to maximize employee morale, productivity and efficiency/effectiveness.Provide clear work direction and task assignments.Coach direct reports to meet utilization and SLAs on a consistent basis.Provide quality assurance monitoring on a weekly basis and provide direct feedback.Assist in resolving escalated issues and consumer concerns.Assist remote agents with first level login issues, protocols for tech requirements and system compliance; coordinating IT support for escalated needs and questions.Hold consistent weekly one-on-one sessions with each direct report.Proactively identify and implement process improvement opportunities.Strong communication skills, both oral and written, and strong interpersonal skills with all levels of employees agents and management.Knowing the client's account inside and out, and becoming a subject matter expert in order to answer questions efficiently.Professionalism and enthusiasm.Strong customer service orientation to ensure customers are satisfied.Desire to be a good team player.Prompt and regular attendance required.
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Customer Service Representative
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Apr 2019 - Sep 2020
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions
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Canadian Red Cross
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Canada
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Non-profit Organizations
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700 & Above Employee
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Customer Service Executive
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Oct 2022 - Nov 2022
The Canadian Red Cross is on its mission to support Canadians impacted by hurricane Fiona. Assist the Canadians with their registrations for Hurricane Fiona. Verify the identity confirmation of the impacted family and conduct an initial assessment. Proactively process regular and urgent escalations such as case file management, mental health wellness and emotional support, immediate relief assistance, potential impact on CRC's image and reputation, and reporting critical emergencies. Provide clear work direction on handling beneficiaries' concerns about the various payment modalities from the Canadian Red Cross.
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Licensed Family Child Care
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Jun 2015 - Dec 2018
The home-based provider is a key element to the quality of care, attending to the children’s individual physical, emotional, social and intellectual needs. The provider contributes to the safety, healthy development and well-being of children. The home-based provider is a key element to the quality of care, attending to the children’s individual physical, emotional, social and intellectual needs. The provider contributes to the safety, healthy development and well-being of children.
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Supervisor
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Dec 2012 - Jul 2015
Effective supervising pupils in the dining hall and other parts of the school. Effective supervising pupils in the dining hall and other parts of the school.
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Education
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2015 - 2015
Red River College
Introduction to Family Child Care, Early Childhood Education and Teaching -
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The University of Winnipeg
English for Academic Purposes, English for Academic Learning & Speaking -
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The University of Winnipeg
Foundations for English for Specific Purposes I & II -
1997 - 2001
De La Salle University
B.S. in Business Administration, Major in Business Management
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