Kent Jade Lastrella
San Miguel
Summary
Dynamic professional with a proven track record at CBPS, adept in strategic planning and innovation. Excelled in enhancing operational efficiency and customer satisfaction, mentoring staff, and leading cross-functional teams. Skilled in work coordination and leveraging creativity to solve complex issues, significantly improving processes and fostering a culture of continuous learning.
Overview
10
10
years of professional experience
Work History
SG Telesales - Retention Officer
CBPS
CitiPlaza BGC Taguig City
03.2019 - Current
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Evaluated customer needs and feedback to drive product and service improvements.
SG Citiphone - Subject Matter Expert
CBPS
CitiPlaza BGC Taguig City 1602
11.2017 - 03.2019
- Increased employee engagement with comprehensive workshops on subject matter expertise.
- Facilitated knowledge-sharing sessions to promote continuous learning within the organization.
- Conducted thorough assessments to identify knowledge gaps within the team.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Mentored junior team members, contributing to their professional growth and development.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
SG Citiphone Officer
CBPS
CitiPlaza BGC Taguig City 1634
04.2017 - 11.2017
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Barclays.net Technical Support
Intelenet Global Services
Mckinley West Taguig City
04.2015 - 03.2017
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Managed high-pressure situations with professionalism and empathy, leading to increased client trust and loyalty.
Education
No Degree - BSED Mathematics
Mindanao Status University
General Santos CitySkills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
Timeline
SG Telesales - Retention Officer
CBPS
03.2019 - Current
SG Citiphone - Subject Matter Expert
CBPS
11.2017 - 03.2019
SG Citiphone Officer
CBPS
04.2017 - 11.2017
Barclays.net Technical Support
Intelenet Global Services
04.2015 - 03.2017
No Degree - BSED Mathematics
Mindanao Status University