Jermaine Lawrence D. Labajo Jr
Summary
Summary
I am an expert professional bringing more than 15 years of experience in different work industries - Customer Service, Sales and Technical Support. I am effective in work collaboration, managing individual assignments and a great team player. I am dedicated to my self-development. I always try to provide and exceed client expectations. I am adaptable to change and champion in meeting job demands and deadlines through excellent work-ethic and time management.
I am a customer-focus professional, skilled and has effective negotiation techniques. I was a former coach and a lead of non performing individuals to achieve sales target. Lastly, I like to partner with goal-oriented individuals that can motivate, support and attract success.
Overview
21
21
years of professional experience
3
3
Certifications
Work History
Client Support Executive
London Stocks Exchange Group - Philippine Branch
5 2017 - Current
- Manage the queue for the team
- Make sure to refer the inquiry/case to the correct resolver group within the required SLA
- Respond to both internal and external clients' enquiries relating to information, and product functionality and resolve as many queries as possible on the first interaction
- Conduct Online training on World-Check One screening platform and functionality of the product we provide our clients
- Logging and classifying requests for assistance in the customer relationship management system (Sales Cloud)
- Collaborate with internal teams to further resolve clients' queries on both product and content related via email and or MS Teams
- Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and hand them over to the appropriate researcher/s and or business unit
- Track enquiry resolution progress and proactively email the client with a status update or resolution if queries cannot be resolved within 48 hours
- Accept additional projects or areas of responsibility that will improve the team's performance
- Proactively contribute to the TRCS team and the achievement of its goals
- Mentor new hire on the process and procedures of the business and making sure to provide and share best practice to enable them to be successful as individual contributor.
Branch Ops Support Sr. Specialist
JP Morgan Chase Bank, N.A. - Philippine Global Service Center
05.2016 - 03.2017
- As Branch Operations Analyst I am expected to aid with questions related to Retail branch policies, documented and undocumented procedures, complex service issues, document review, compliance issues, and products
- I support Consumer, Business Banking (BB), Chase Private Client (CPC), and Debit Card Operations (DCO)
- I need to have strong probing, listening, analytical, problem solving, and customer-focused interpersonal skills
- I am expected to be independent and quickly learn new information such as difficult banking concepts and to apply it to the needs of branch banking employees
- Remain empathetic and serve as a customer advocate while following bank policy
- Resolve issues by probing, listening, analyzing the situation, without relying on scripts and delivering a positive banker experience.
Corporate Connect Manager
Flight Centre Singapore Pte. Ltd.
03.2015 - 02.2016
- Assists the business development manager in generating new leads and to setup appointments for the business development manager
- First point of contact of the clients in Singapore
- Qualifies the client to ensure real travel needs while gathering critical information for successful acquisition
- Generating leads via internet websites and adding the details to the lighthouse
- Contacts prospects with an objection to setting up appointment for BDM.
Live Chat Agent
SingTel Mobile Singapore Pte Ltd.
08.2011 - 10.2013
- Provides online sales support by assisting customers with their online purchases through online chat services and converting chat opportunities into sales
- Required to undertake consultative selling online and grow customer revenue through up-selling and cross-selling opportunities, with the ability to provide suitable solutions to customers and influence buying decision
- Resolves all applicable chats at the first point of contact to avoid repetitive enquiries
- Resolve customer complaints within specified timeframes and ensure commitments are followed through to resolution
- Highlights customer feedback/complaints to the relevant departments and advises customers of timeframe to resolve
- Maintains security of customers' account information by adhering to the Privacy Act
- Maintains a good working knowledge of SingTel's products, services, packaging, and pricing
- Ensures all customer contacts are accurately recorded in the appropriate systems/databases to assist with future contact/follow-up, or process-order.
Reservations Executive
Interval International Pte Ltd
02.2010 - 06.2011
- Answers all inbound calls to resolve all customer queries in a timely and professional manner
- Expected to assist and reserve accommodation for members in a timely manner
- Required to reply to email enquiries from members and non-members of Accor
- Provides members options and alternatives should there be any accommodation constraints
- Required to offer an Upgrade membership to all members.
Advertising Accounts Executive
Streetdirectory Pte Ltd
07.2009 - 12.2009
- Face to face selling of companies Business Finder Solution assigned by the client services
- Liaising with the Decision Makers to present the company's solutions to clientele business
- Generates own leads if needed to set up an appointment
- Develops and executes marketing plans on new product launches
- Working together with the sales director and managers and client services to meet performance targets
- Entrusted with some administrative tasks from time to time.
Junior Market Researcher / Interviewer
Synovate Pte Ltd
09.2008 - 12.2008
- Engage C- levels and Business Decision Makers for a survey and interview including residential consumers of Telecom, Bank, Motor companies etc
- Through scheduled phone calls
Customer Relations Executive
NTUC Income Ltd.
03.2008 - 08.2008
- Offer customers clear and succinct advice on simple personal insurance products
- Entrench a strong brand image of Income through solid advice and honest sales pitch
- Recommend suitable policies to address customers' needs and actively identifying opportunities for cross-selling and up-selling
- Follow-up on enquiries and promote direct business product activations
- Achieve KPI of sales, quality, and operational standards.
Sales Coach / Team Leader
Etelecare Global Solutions
02.2006 - 01.2008
- Perform real-time monitoring; Service Remote Observation, live barge-in, Coaching, and feedback sessions with lists of assigned non-performing agents
- Providing each team member with clear objectives for personal performance and development, regular and constructive feedback, and coaching
- Ensuring the team was appropriately equipped to increase performance within their role, including systems and training
- Providing ongoing skills training associated with negotiation, sales, and customer service
- Create and maintain Sales tracker, showing statistics and ranking of non-performing agents to be sent daily and weekly
- Should be responsible to monitor and coach Team members if needed especially when they're new to program
- Monitoring Teams Sales per Hour (SPH) / Team Ranking, updating it on an hourly basis
- Check and monitor the Team's weekly and monthly attendance weekly and monthly.
Customer Service Associate 3
Etelecare Global Solutions
08.2005 - 02.2006
- Call existing Dial-up customers and migrate their services to Broadband or High-Speed Internet
- Update and monitor customers subscriptions
- Evaluate and re-activate their services
- Adhering to quality assurance protocols
- Consistently exceed goals set by the Team Leader.
Senior Customer Service Representative
Sykes Asia Incorporated
06.2003 - 07.2005
- Expected to achieve customer satisfaction, while maintaining service levels and resolving all customer queries in a timely and professional manner
- Required to assist and help customers calling for their Accounts
- Support to the new hires and handled escalation calls.
Education
Bachelor of Arts - AB Mass Communication
Far Eastern University
Certificate of Higher Education - High School
St. Mary's College
Skills
- Customer and Client Support Experienced
- Solid Experience in Telemarketing, Coaching and Business Development
- Experienced in the Hotel Reservation and Leisure Industry
- Internal and External Client and Management Experienced
- Proficient with MS OFFICE - Word, Excel, and PowerPoint, MS Teams Basic computer troubleshooting
- Resourcefulness and hardworking
- Excellent Communication and Problem-solving skills
Certification
Program Excellence Award (Manila)
Timeline
Branch Ops Support Sr. Specialist
JP Morgan Chase Bank, N.A. - Philippine Global Service Center
05.2016 - 03.2017
Corporate Connect Manager
Flight Centre Singapore Pte. Ltd.
03.2015 - 02.2016
Live Chat Agent
SingTel Mobile Singapore Pte Ltd.
08.2011 - 10.2013
Reservations Executive
Interval International Pte Ltd
02.2010 - 06.2011
Advertising Accounts Executive
Streetdirectory Pte Ltd
07.2009 - 12.2009
Junior Market Researcher / Interviewer
Synovate Pte Ltd
09.2008 - 12.2008
Customer Relations Executive
NTUC Income Ltd.
03.2008 - 08.2008
Sales Coach / Team Leader
Etelecare Global Solutions
02.2006 - 01.2008
Customer Service Associate 3
Etelecare Global Solutions
08.2005 - 02.2006
Senior Customer Service Representative
Sykes Asia Incorporated
06.2003 - 07.2005
Client Support Executive
London Stocks Exchange Group - Philippine Branch
5 2017 - Current
Bachelor of Arts - AB Mass Communication
Far Eastern University
Certificate of Higher Education - High School
St. Mary's College
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