Jelyne Feudo
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Supervisor
CBM Pte. Ltd.
07.2023 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Controller
CBM Pte. Ltd.
06.2015 - 06.2023
- Manage the car park customer care hotline and offer initial assistance to callers especially motorists.
- Respond to motorists' inquiries in a timely, courteous, and professional manner, address any problems right away, and provide an excellent customer experience.
- Promptly provide motorists with accurate information.
- Handle client complaints or disputes, such as those involving multiple deductions, refunds, or excessive parking fees.
- Update Daily Occurrence (CBM Parking Call Log) in a timely manner for every call received..
- Check to see if all barriers are functioning properly by monitoring, checking, and periodically refreshing the CCTV.
- Deploy or dispatch Patrol Officers to each case in which a Patrol officer is required or when a carpark issue requires their presence.
- Assist in the rectification of the issue, if necessary, by escalating it to relevant authorities.
- All devices used by Patrol Officers, such as RugGear phones, cameras and EHT are fully and properly monitored.
- Monitor all alerts from LinkFM and Telegram, verify the alert with CCTV, and ensure that the logs contain correct documentation.
- Resolve emails relating to Project, Carpark, etc. Respond to the Project's customer service hotline – MHA, Army Central, LTA, MSF Pelangi, Mapletree, MOH and Incident Reports.
- Contact Technical Officers to forward the cases received from Project calls.
- Update the Project Log Sheets accordingly, and enter in Joget, IteFM and Ibase if necessary.
- Produce and submit daily and monthly reports, perform ad hoc duties given by management.
Quality Assurance Analyst
Sykes Asia, Inc.
09.2009 - 06.2015
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Monitor phone calls to make sure call center employees are in compliance with the rules and regulations of the organization.
- Makes sure call center employees give accurate information in a courteous and professional manner.
- Helps the agent use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals.
Customer Service Representative
Sykes Asia, Inc.
06.2006 - 08.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Arts - Mass Communications
Centro Escolar University
Manila, Philippines 03.2006
High School Diploma -
Sacred Heart Academy of Novaliches
Quezon City, Manila, Philippines03.2002
Skills
- Operations Management
- Staff Management
- Training and Mentoring
- Effective Communication
- Critical Thinking
- Emotional Intelligence
- Customer Service
- Task Prioritization
- Spreadsheets (Excel, Google etc)
- Complaint Resolution
- Handling Escalations
- One Call Resolution
- Positive and Constructive Feedback
Certification
- Comply with Workplace Safety and Health Policies and Procedures-1
- Comply with Workplace Safety and Health Policies and Procedures-1
Languages
English
Bilingual or Proficient (C2)
Timeline
Supervisor
CBM Pte. Ltd.
07.2023 - Current
Controller
CBM Pte. Ltd.
06.2015 - 06.2023
Quality Assurance Analyst
Sykes Asia, Inc.
09.2009 - 06.2015
Customer Service Representative
Sykes Asia, Inc.
06.2006 - 08.2009
Bachelor of Arts - Mass Communications
Centro Escolar University
High School Diploma -
Sacred Heart Academy of Novaliches
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