Jaime Barcelon Jr.
Customer Solutions Specialist at Menulog Group Limited- Claim this Profile
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Bio
Credentials
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Lean Six Sigma Green Belt (ICGB)
Ateneo de Manila UniversityJul, 2016- Nov, 2024
Experience
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Menulog
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Australia
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Food and Beverage Services
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300 - 400 Employee
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Customer Solutions Specialist
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Oct 2020 - Present
Handles customer and restaurant issues through Live Voice, Chat and Email. Takes ownership in investigating and resolving critical issues in a timely manner by making decisions based on a set of Menulog policies and principles. Responsible for checking Restaurant partner's Invoice reports for accuracy across Australia and New Zealand Provides feedback to help the review and update of training/knowledge-based materials to improve internal processes, systems, and customer experience
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SYKES
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Manager, Global Insight Analytics
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Oct 2015 - Oct 2019
Project Management - Managed different types of value-adding projects for SYKES clients globally across multiple verticals including technology, telecommunications, financial services, customer retail and healthcare. Specializes on overall customer experience, Average handle time optimization analysis and customer effort. We listen to customer interactions, manage a Microsoft Excel database of customer transactions, analyze internal reports (CSAT/NPS, Handle Time, Resolution rate and QA reports), and track call reason and self-help options to create actionable insights from unstructured data. Collaborated with multiple stakeholders globally on projects aimed toward recommending a change to predict CSAT/NPS, Handle time optimization, cost reduction and process improvements Digital Customer Experience - Participated in multiple social media projects to develop a global digital customer experience for clients of multiple brands. We analyze social media engagement on different platforms including Facebook, Twitter, Forums and consumer review apps. We map the social media engagement of a specific brand by mapping topic trends, specific customer questions, breakdown of brand mentions and response time. These data are translated into actionable insights to improve the brands' social media presence and digital experience Data Entry and Labelling – Participated in telemetry, chat transcript and speech-to-text transcription labelling projects aimed toward creating automation flatforms to reduce customers’ and operations team efforts. Recommended additional features on SYKES Internal flatforms to automate and map call reasons, identify possible fraud and failure to send customer surveys. Managed a team of Interns in charge of labelling, in handled training and accuracy audits of labelled data to be used for machine learning
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SYKES Philippines
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Philippines
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Quality Assurance Representative
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Mar 2007 - Sep 2015
Process Improvement Officer – Led the development and analysis of overall account metrics aimed to improve our business metric results including save rate, handle time and first call resolution. Collaborated with clients on a daily basis to improve our accountLead Coach – Led a team of 12 Subject Matter Experts. Managed and developed team members to become the next account leaders. Evaluated SME’s performance on a weekly basis, coached and trained accordingly towards increasing quality of work and Employee motivationQuality Monitor - Responsible for setting the quality standards to meet the client expectations. Evaluate randomly selected calls and produce reports based on audits to offer suggestions, job aids and best practices. Conducted weekly calibration with Team Leaders, QA Team and clients to develop consistency. Handled inbound customer service calls to maintain our account expertiseSales Verifier – Responsible for auditing sales calls of agents located in SYKES Australia who takes outbound telemarketing calls for an Australian Bank to offer Insurance. My role includes setting sales guidelines and ensuring the customer’s understanding of the offer/benefits, exclusions, monthly premiums and all advice given by sales agents are general
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Customer Service Representative (Telemarketer)
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Sep 2006 - Mar 2007
A member of an outbound team who calls prospective bank account holders of an Australian bank to offer insurance (eg: credit card repayment plan in case of an accident, accidental death coverage, Mum’s Cover). Consistently reaching sales targets and quality compliance standards played a key role to my promotion as Quality Assurance Representative
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Team Lead
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Mar 2006 - Aug 2006
Headed a team 20 Telemarketing agents. I was in charge in closing their sales calls, providing coaching and feedback, conducting trainings and developing action plans to increase performance and productivity of sales agents.
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Customer Service Representative (Telemarketer)
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Jun 2005 - Feb 2006
A member of an outbound telemarketing team who calls prospective customer to offer a chance to attend a Time-Share presentation in our offices across United States. Being the top agent on January 2006 and reaching sales quota’s monthly played a key role to my Team Leader promotion
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Education
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2001 - 2005
De La Salle University - Dasmariñas
Bachelor of Business Administration (B.B.A.), Marketing Management
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