General Info

Full Name
Jonelyn De Los Santos Deferia
Gender
Female
Age
47 Y
Total Experience
21 Years
Nationality
p
Current Living
Dubai, United Arab Emirates
Languages
English, Philipino

Profile Summary

Dear Hiring Manager,

I wish to express my interest in joining your company. I would like to apply for an available position in Administration or Customer Service in a Contact Center.

I am an experienced Admin and Sales Support professional, well versed in administrative tasks from documentation, organization, and correspondence with a strong background in Training, Facilitation, and Customer Service, having worked in several BPO (call center) industries for almost 8 years.

My work experience adds up to almost 18 years and I have held positions such as Training Manager, Training Supervisor, Language Trainer/Specialist, Administrative Officer, Quality Assurance Analyst, Travel and Account Specialists.

I have exceptional communication skills and I am proficient in MS Office Applications. I am a team player, a quick learner, meticulous, attentive to details, and I can work with minimum supervision.

Please find attached file for my CV for a detailed description of my work experience as well as a letter of recommendation from my previous employer. Feel free to contact me anytime if my application merits a consideration and I can be reached at 056 819 9797.

I look forward to hearing from you. Thank you in advance.

Yours faithfully,

Jonelyn S. Deferia

Experience

Senior, Real Estate, 10 Years ( Mar 2013 - Continuing )

Functions

Ads Management, Customer Service, Database Administration, Documentation, Executive Administrative Assistance, General Administration, Marketing, Microsoft PowerPoint, Office Management
Advertising, Contracts, Design, General Marketing, Human Resources, Marketing Support, Microsoft CRM, Microsoft Word, Publishing, Social Media

• Manage Office administration • Manage Sales and Marketing Support • Perform Administrative tasks • Manage CRM • Manage Recruitment • Manage New Hire orientation • Provide executive assistance as the need arises • Act as an interface between the Support Team and the Sales Team • Manage all approvals for property listings (sale and rental) made by the Client Relationship Managers (brokers) • Manage property listings in Property Finder, Dubizzle, Bayut, and Just Property / Rentals •

Senior, Professional Training & Coaching, 10 Months ( Apr 2012 - Mar 2013 )

Functions

Client Relations, Customer Relations, Customer Service
Coaching, Customer Service, Database Administration

• Provided training for new hire employees in terms of language and culture • Conducted training needs analysis (TNA) • Evaluated agents communication skills • Facilitated up-training and coaching sessions of agents with language issues • Developed training materials

Manager, Professional Training & Coaching, 4 Months ( May 2011 - Oct 2011 )

Functions

Business Development, English US Accent, Supervision
Business Analysis, Call Center, Customer Relations

• Managed two accounts • Looked after three sites for the internet account • Looked after two sites for the mobile account • Managed the design, development, implementation, and evaluation of all client-specific training to meet project goals • Managed the training staff including scheduling, logistics, and trainer development • Coordinated all project specific updates with the client • Ensured that all required up-training and certification scores were met • Managed scheduling of back-to

Senior, Professional Training & Coaching, 2 Years ( Apr 2009 - May 2011 )

Functions

Customer Acquisition, English US Accent, Supervision
Coaching, Customer Relations, Team Management

• Managed a team of language specialists and product trainers • Set targets for the team • Ensured that deliverables and targets were met every month • Responsible for the development of each team member • Ensured that initiatives were in placed that would cater to the program’s need • Worked with Operations and the QA team to meet client needs • Worked with trainers to perform deep dive analysis so that action items were executed • Drove / Encouraged / Motivated 100% performance in all a

Senior, Professional Training & Coaching, 2 Years ( Apr 2007 - May 2009 )

Functions

Customer Acquisition, English US Accent, Supervision
Call Center, Cisco, Communications, Customer Service, Education / Training

• Facilitated grammar, pronunciation, and communication enhancement of new hire employees and support staff • Provided language coaching sessions • Conducted refresher courses on grammar • Assessed language skills of agents • Maintained reports of trainees performance • Evaluated calls of agents • Performed cross site and global calibrations with other trainers from different sites for Language Readiness Assessment

Functions

Communications, Consumer Complaint, Customer Service, Microsoft Office, Quality Assurance

Quality Assurance Analyst Transcription and Captioning Acct. Acted as a resource person on quality issues for production teams Worked with the client and the team to address quality issues Communicated QA feedback issues to operations team supervisors and QA supervisor Assessed work of transcriptionists and editors *Monitored quality performance of individual transcriptionists and editors

Travel Specialist Travel Account *Provided comprehensive and quality customer care at

Functions

Communications, Consumer Complaint, Customer Service, Microsoft Office, Quality Assurance

Quality Assurance Analyst Transcription and Captioning Acct. Acted as a resource person on quality issues for production teams Worked with the client and the team to address quality issues Communicated QA feedback issues to operations team supervisors and QA supervisor Assessed work of transcriptionists and editors *Monitored quality performance of individual transcriptionists and editors

Travel Specialist Travel Account *Provided comprehensive and quality customer care at

Academics

Academic Field
Professions - Business
Major Subjects
E-Business and E-Commerce, Management Information Systems, Marketing Management

Contact Info

Documents

Resume / CV
.pdf
Photos
.jpg
Experience / Reference Documents
.pdf