Emmanuelle Jane Trompeta
Contact Center Associate
San Pedro,Laguna
Summary
Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Global Services Senior Associate
Johnson & Johnson
01.2024 - Current
- Trained and supported new team members, maintaining culture of collaboration.
- Enhanced team performance by implementing effective project management strategies and providing consistent guidance.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints - catering to 7,500+ J&J and Kenvue employees
Interim POC for Japan Contact Center
Johnson & Johnson
08.2023 - 12.2023
- Monitored key performance indicators, identifying areas for improvement and implementing necessary adjustments to meet objectives.
- Responsible for coaching and development of 6 associates by providing constructive insight on team and individual performance.
- Continuous partnership with advisors regarding local market processes and collaborates with local Japan HR and other global partners.
Global Services Associate
Johnson & Johnson
02.2018 - 07.2023
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Greeted customers and offered assistance for increased customer satisfaction.
(Part Time) Elderly Caregiver
Iryou Houjin Raikoukai, Bishu Hospital
10.2015 - 05.2017
- Maintained clean, safe, and well-organized patient environment.
- Assisted with personal hygiene tasks such as bathing, grooming, dressing, feeding, toileting giving attention to detail.
- Provided safe mobility support to help patients move around personal and public spaces.
Psychiatric Nurse
Livelife Homecare
03.2014 - 11.2014
- Administered medication and treatments to patients to observe and record responses.
- Provided direct quality care to patients by monitoring, recording and evaluating psychiatric conditions.
- Monitored vital signs, nutritional intake and signs and symptoms of complications to report deviations to supervisor.
Nurse Researcher
Food and Nutrition Research Institute
05.2013 - 12.2013
- Gathered and organized information on height, weight, temperature and blood pressure of Filipino families as data for National Nutrition Survey.
- Developed data collection strategies and monitored data quality for optimal research results.
- Conducted nutrition survey to randomly selected families based on NSO statistics data.
Customer Service Associate
Convergys Philippines Corporation
11.2012 - 03.2013
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Course - Japanese Language
International Communications Nagoya
Nagoya City, Aichi, Japan 04.2001 -
Bachelor of Science - Nursing
Olivarez College
Paranaque City 04.2001 -
Skills
Customer Service
Performance monitoring
Team Supervision
Preparing reports
Training and mentoring
Quality Audits
Root Cause Analysis
Languages
Japanese
Advanced
C1
Certification
Japanese Language Proficiency Level N2
Timeline
Global Services Senior Associate
Johnson & Johnson
01.2024 - Current
Interim POC for Japan Contact Center
Johnson & Johnson
08.2023 - 12.2023
Global Services Associate
Johnson & Johnson
02.2018 - 07.2023
Japanese Language Proficiency Level N2
08-2016
(Part Time) Elderly Caregiver
Iryou Houjin Raikoukai, Bishu Hospital
10.2015 - 05.2017
Psychiatric Nurse
Livelife Homecare
03.2014 - 11.2014
Nurse Researcher
Food and Nutrition Research Institute
05.2013 - 12.2013
Customer Service Associate
Convergys Philippines Corporation
11.2012 - 03.2013
Course - Japanese Language
International Communications Nagoya
04.2001 -
Bachelor of Science - Nursing
Olivarez College
04.2001 -
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