Janet Palmaran
Summary
Dynamic professional with extensive experience at Grab, excelling in team leadership and problem-solving. Proven track record in optimizing performance metrics and enhancing training programs, resulting in improved accountability and employee satisfaction. Adept at mentoring and delivering constructive feedback, fostering a culture of continuous improvement and collaboration.
Support professional with keen focus on delivering exceptional service and operational efficiency. Known for driving team success and meeting organizational goals through collaborative efforts and flexible problem-solving skills. Displays strong adaptability and results-oriented mindset.
Overview
9
9
years of professional experience
Work History
Grab Incident Response Support Supervisor
Grab
01.2021 - Current
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
- Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
- Coached employees through day-to-day work and complex problems.
- Managed specialist team who handled critical,crucial, and viral cases that could impact the brand
Product Training Specialist
Grab
08.2019 - 01.2021
- Collaborated with cross-functional teams to develop targeted product trainings that addressed specific needs and challenges.
- Established strong relationships with stakeholders to ensure access to comprehensive information regarding their products for ongoing education purposes.
- Continually sought feedback from trainees, using their insights to refine and improve future training sessions.
- Boosted overall team performance by consistently updating training materials to reflect current industry trends and standards.
- Utilized a blend of online resources, multimedia presentations, and hands-on activities to create engaging learning experiences for trainees.
- Streamlined the onboarding process for new employees, ensuring a thorough understanding of various products.
Subject Matter Expert
Grab
08.2017 - 08.2019
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Improved project outcomes with application of advanced analytical skills to solve complex problems.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
Customer Service Representative
Grab
08.2016 - 08.2017
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Teleperformance
12.2015 - 08.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
High School Graduate
Las Pinas East National High School Talon Village 03-2010
Skills
- Team leadership
- Effective task delegation
- Feedback delivery
- Teamwork and collaboration
- Problem-solving
- Customer service
- Training and mentoring
- Flexible schedule
- Customer service understanding
- Work Planning and Prioritization
- Support services
- Decisive Decision-making
Timeline
Grab Incident Response Support Supervisor
Grab
01.2021 - Current
Product Training Specialist
Grab
08.2019 - 01.2021
Subject Matter Expert
Grab
08.2017 - 08.2019
Customer Service Representative
Grab
08.2016 - 08.2017
Customer Service Representative
Teleperformance
12.2015 - 08.2016
High School Diploma -
High School Graduate
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