Jannebeth Colina Suarez-Taylor
Manager
Haslet City,TX
Summary
Leadership and team management (Customer Service Manager Team Leader) Customer service excellence (BPO experience, Starbucks, Chipotle, Lowe's) Operations and problem-solving Training and development Inventory management (Starbucks, Chipotle, Lowe's) Scheduling and labor management Cash handling and sales goals Coaching and performance improvement Call center operations and management (Alorica Philippines Inc.)
Overview
9
9
years of professional experience
20
20
years of post-secondary education
Work History
Shift Manager
HMSHost/Starbucks
Grapevine, TX
06.2025 - 01.2026
- Managed daily operations to uphold compliance with established safety protocols and operational guidelines.
- Developed and implemented strategies for mentoring team members, fostering enhanced performance and productivity.
- Refined inventory management systems to support operational efficiency and ensure precise stock levels.
Customer Service Associates
Lowes Home Improvement Center
Haslet, TX
02.2025 - 06.2025
- Resolved customer inquiries efficiently through effective communication and active listening.
- Managed high-volume calls while maintaining professionalism and accuracy in problem-solving.
- Trained new associates on company policies, procedures, and customer service best practices.
- Implemented feedback mechanisms to enhance customer satisfaction and service delivery processes.
Crew Member
Chipotle Grill
Haslet, TX
12.2024 - 06.2025
- Trained new crew members on food preparation and customer service standards.
- Ensured compliance with health and safety regulations during food handling and preparation.
- Worked front counter, drive-thru and other areas.
- Monitored inventory levels and assisted in restocking supplies as needed.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Took orders, prepared meals, and collected payments.
- Implemented efficient food assembly processes to enhance speed of service.
- Provided excellent customer service, addressing inquiries and resolving issues promptly.
- Collaborated with team to optimize workflow during peak service hours.
- Assisted in maintaining cleanliness and organization of kitchen and dining areas.
Customer Experience Team Manager/Team Leader
Alorica Phils. Inc
03.2018 - 08.2023
- Job descriptions- As a Team Manager, Coach team members and adopt the 5 WHY's and the SMART Action plan, develop team strengths and improve weaknesses, identify team goals and evaluate team progress and lastly, Resolve conflict.
- Led employee relations through effective communication, coaching, training, and development.
- Facilitated team meetings to align objectives and foster a culture of continuous improvement.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Streamlined communication channels for increased efficiency in project execution and decision-making processes.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Led team of agents to achieve operational goals and enhance customer satisfaction.
- Developed training programs that improved agent performance and reduced onboarding time.
- Implemented process improvements that streamlined workflows and increased efficiency.
- Achieved significant improvements in team morale by recognizing and rewarding outstanding performance.
- Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
- Established team priorities, maintained schedules and monitored performance.
Customer Service Associates
The Results Companies, LLC
Lapu-Lapu City, Cebu Philippines
01.2017 - 03.2018
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Assisted customers in locating products and providing knowledgeable recommendations.
- Trained new associates on store policies, procedures, and effective customer engagement techniques.
- Implemented process improvements to enhance workflow efficiency within the customer service department.
- Assisted and resolved billing concerns of the customers of their phone bills,
- Proactively offered promotions, rewards and close a sale.
Education
High School Diploma -
Pit-os National High School
Brgy, Pit-os, Cebu City 06.1992 - 04.2006
Associate of Science - Home And Instituional Technology
Banilad Center For Professional Development (BCPD)
Cebu Philippines 06.1996 - 04.1997
Bachelor of Science - Business Administration major in Marketing Management
University of The San Carlos
Cebu, Philippines03-2006
Technical/Vocational - undefined
Home and Institutional Technology
01-1997
Secondary - undefined
Pit-os National High School
Brgy, Pit-os, Cebu City01-1996
GED -
Guadalupe Elementary School
Carcar, Cebu 06.1986 - 03.1992
Skills
Excellent in customer service inbound/outbound, sales and marketing, clerical jobs, Admin tasks
Excellent in resolving customer's issue real time Respond to Client emails promptly
Excellent in maintaining KPI (Key Performance Indicators) metrics and even beyond monthly targets
Experienced in one on one coaching/mentoring with performance acceleration tactics
Excellent in driving agents to perform consistently
Knowledgeable in providing constructive feedback
With sales and marketing background in Construction industry
Computer Proficiency (Microsoft Office, Word & Excel, Adobe, Power point, Canva, Sigma, CRM, Salesforce, Five9, Spectrum, PowerBI, Zendesk, Outlook, Google calendar)
Customer service focus
Cash handling
Decision-making
Employee training
Sales & Marketing & Administration
Lead Generation
Appointment Setting/Outsourcing
Data Entry
Accomplishments
- Overall Top 2 Team Manager across Cebu site LOB
- VOC Ambassador
Timeline
Shift Manager
HMSHost/Starbucks
06.2025 - 01.2026
Customer Service Associates
Lowes Home Improvement Center
02.2025 - 06.2025
Crew Member
Chipotle Grill
12.2024 - 06.2025
Customer Experience Team Manager/Team Leader
Alorica Phils. Inc
03.2018 - 08.2023
Customer Service Associates
The Results Companies, LLC
01.2017 - 03.2018
Associate of Science - Home And Instituional Technology
Banilad Center For Professional Development (BCPD)
06.1996 - 04.1997
High School Diploma -
Pit-os National High School
06.1992 - 04.2006
GED -
Guadalupe Elementary School
06.1986 - 03.1992
Bachelor of Science - Business Administration major in Marketing Management
University of The San Carlos
Technical/Vocational - undefined
Home and Institutional Technology
Secondary - undefined
Pit-os National High School
Skills
- Cash handling
- Decision-making
- Customer service focus
- Employee training
- Workplace safety
- Accurate money handling
- Opening and closing procedures
- Staff motivation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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PERSONAL DATA
- Name: Jannebeth Colina Suarez
- Age: 47
- Sex: Female
- Address: 117 Private Road 4843 Lot 28, Haslet City 76052
- Date of Birth: November 19, 1979
- Place of Birth: Carcar, Cebu
TRAININGS and SEMINARS
- E2A | E2A Guidelines (QA Empathy)
- CEBU Engagement Culminating activities - PRIDE MONTH
- CELEBRATION Quality Touchbase Session
- Leadership Training
- Manulife Insurance training for Associates
- 2023 Compliance Skill: Customer Care 03 (CA & US Callers)
- Leadership Skills and Foundation Training
- Sales and Marketing Training
- Barista Training Certificate
- Barista Trainers Certified
- Licensee Store Leadership Certified
- Serve Safe Food Handler Certificate
- Texas Certified Food Manager Program
PERSONAL DATA
- Name: Jannebeth Colina Suarez
- Age: 47
- Sex: Female
- Address: 117 Private Road 4843 Lot 28, Haslet City 76052
- Date of Birth: November 19, 1979
- Place of Birth: Carcar, Cebu