Janelle Mendoza
Sturgeon Bay,WI
Summary
Dynamic leader with a proven track record at Acquire BPO, Philippines, excelling in employee engagement and team leadership. Spearheaded innovative initiatives, enhancing team productivity and customer satisfaction. Skilled in creative problem-solving and effective communication, consistently achieving significant improvements in employee retention and operational efficiency.
Seasoned Online English Tutor with relevant experience in fostering student learning through engaging and interactive instruction. Strong ability to adapt teaching methods to suit individual needs, while maintaining high standards of education. Recognized for creating stimulating learning environments that increase student participation and enhance subject comprehension. Skilled in utilizing technology platforms for effective online tutoring sessions, contributing to enhanced student engagement and improved academic performance.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Online English Tutor
Bibo Global Opportunity
, Philippines
04.2017 - Current
- Tutors all language skill areas to various nationalities and age groups through a platform provided by the company.
- Uses a variety of teaching methods depending on the student's learning style.
- Provides excellent support to students who will undergo English proficiency exams.
Employee Engagement Manager
Acquire BPO
Mandaluyong City, Philippines
01.2015 - 12.2015
- Designed and implemented various successful employee engagement initiatives to achieve happy and productive employees
- Provided various excellent avenues to employees to improve organizational processes that resulted in low attrition
- Worked hand in hand with various departments in promoting and aligning Client's mission and vision
Customer Welcome Team Manager
Acquire BPO
Mandaluyong City, Philippines
11.2013 - 12.2014
- Oversaw successfully the Customer Welcome Team's overall operations to ensure that customers are welcomed and happy with their purchase
- Liaise patiently with the Client, Sales and Customer Service teams in identifying areas of improvement to achieve quality sales and customer retention
- Ensured diligently that team members' performance are managed effectively through the guidance of their Team Leaders
- Designed and implemented various innovative process improvements and exciting employee engagement activities to achieve productive and happy team members
Sales Verification Manager
Acquire BPO
Mandaluyong City, Philippines
06.2012 - 11.2013
- Spearheaded the daily Operations of Sales Verification Team which includes call handling, quality monitoring and coaching
- Designed and implemented effectively various quality initiatives to achieve Client specific directives
- Competently monitored and evaluated tasks delegated to Team Leaders that were geared towards a quality environment
Sales Verification Senior Team Leader
Acquire BPO
Mandaluyong City, Philippines
02.2012 - 05.2012
- Reported successfully to the Quality Manager
- Oversees 2 teams of Sales Verifiers who ensured all sales are correct based on client directive through inbound, outbound and voice recording review
- Prepared accurate daily sales and weekly verification reports
- Provided timely feedback to sales operation regarding verification trends and results
Sales Verification Team Leader
Acquire BPO
Mandaluyong City, Philippines
11.2008 - 02.2012
- Managed the team's productivity, efficiency, attendance, quality and overall core competencies diligently
- Provided smart recommendations to the Quality Manager that improved general work processes
- Real-time support to sales operation in proving accurate answers to product queries
- In charge of hiring, training, and development of new and tenured team members
Quality Assurance Analyst-Customer Service
Acquire BPO
Mandaluyong City, Philippines
02.2007 - 11.2008
- Provided fast and accurate quality monitoring of Customer Service calls
- Identified generously areas for improvement that addressed call quality and efficiency
- Coached and guided team members on how to achieve a quality call
- Accomplished successfully various tasks as delegated by Quality Team Lead
Customer Service Representative
Acquire BPO
, Philippines
10.2006 - 02.2007
- Took quality customer service calls that addressed various customer concerns from billing to provisioning of Telco service
- Raised quality and operational issues to the Team Leader that helped improved customer experience and operational processes
Customer Service Representative
APAC Customer Service Inc
Alabang, Philippines
08.2004 - 05.2006
- Answered accurately customer queries regarding their health care insurance
- Provided generous support to other team members who needed help with their performance
- Raised timely concerns to Team Leader that will improve internal processes and team efficiency
Assistant Store Manager 2
Jollibee Foods Corporation
Alabang, Muntinlupa City, Philippines
08.2002 - 04.2004
- In-charge of the production and safety aspect of a branch
- Provided round the clock Gold Standard quality products
- Followed rigorously the Quality Management System of the company to ensure high level of products and highly competent team members
- Guarded wastage of food items to an acceptable level
- Ensured operational costs are monitored efficiently
Shift Manager
Jollibee Foods Corporation
Muntinlupa City, Philippines
08.2000 - 08.2002
- Followed rigorously the Quality Management System of the company to ensure excellent customer service and highly competent team members
- Prepared accurate daily and monthly sales reports
- Designed and implemented fun and exciting employee engagement activities within the store level
- Head of the local store marketing initiatives and ensured that nationwide marketing strategies were successfully implemented
Hot Rod Service Representative
Roasters Philippines Inc.
08.1999 - 01.2000
- Took accurate customer's food orders for delivery via phone and ordering system
- Assembled complete orders with efficiency
- Prepared accurate daily sales report that were endorsed to the Delivery Manager
- Effectively cleaned and maintained delivery station
Education
Bachelor of Science (BSc) - Business Administration and Management, General
Colegio De San Juan De Letran
Manila, Philippines03-1999
Highschool -
Saint Joseph's Academy
Las Piñas, Philippines01.1994
Some College (No Degree) - Physical Therapy/Therapist
San Juan De Dios College -Pasay
PhilippinesSkills
- Management
- Team Leadership
- Employee Engagement
- Accountability
- Teamwork
- Planning and organizing
- Professionalism
- Customer-Centric Approach
- Creative Problem Solving
- Communication
- Consistent Skill Enhancement
- Writing instruction
- Listening exercises
- Cross-cultural awareness
- Building rapport
- Teaching material development
- Multimedia integration
- Feedback provision
Certification
- Excel Skills for Business: Essentials
- Introduction to Social Media Marketing
- Teach English Now! Teaching Language Online
- Teach English Now! Theories of Second Language Acquisition
- Initiating and Planning Projects
Languages
- Tagalog, Native or Bilingual
- English, Full Professional
Timeline
Online English Tutor
Bibo Global Opportunity
04.2017 - Current
Employee Engagement Manager
Acquire BPO
01.2015 - 12.2015
Customer Welcome Team Manager
Acquire BPO
11.2013 - 12.2014
Sales Verification Manager
Acquire BPO
06.2012 - 11.2013
Sales Verification Senior Team Leader
Acquire BPO
02.2012 - 05.2012
Sales Verification Team Leader
Acquire BPO
11.2008 - 02.2012
Quality Assurance Analyst-Customer Service
Acquire BPO
02.2007 - 11.2008
Customer Service Representative
Acquire BPO
10.2006 - 02.2007
Customer Service Representative
APAC Customer Service Inc
08.2004 - 05.2006
Assistant Store Manager 2
Jollibee Foods Corporation
08.2002 - 04.2004
Shift Manager
Jollibee Foods Corporation
08.2000 - 08.2002
Hot Rod Service Representative
Roasters Philippines Inc.
08.1999 - 01.2000
- Excel Skills for Business: Essentials
- Introduction to Social Media Marketing
- Teach English Now! Teaching Language Online
- Teach English Now! Theories of Second Language Acquisition
- Initiating and Planning Projects
Bachelor of Science (BSc) - Business Administration and Management, General
Colegio De San Juan De Letran
Highschool -
Saint Joseph's Academy
Some College (No Degree) - Physical Therapy/Therapist
San Juan De Dios College -Pasay
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