Jennifer Batu
Malaybalay City
Summary
Diligent manager with proven track record in leading teams to success through effective management and strategic planning. Demonstrated expertise in coordinating projects and fostering team collaboration, achieving significant milestones. Utilized leadership and communication skills to drive team performance and ensure project completion.
Overview
20
20
years of professional experience
Work History
Ops Team Lead
RoseSkinCo
01.2020 - 06.2026
- Led team in improving operational efficiency and workflow processes.
- Developed training programs to enhance staff performance and product knowledge.
- Created and implemented QMS.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained new team members by relaying information on company procedures and safety requirements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
FLOOR MANAGER - DIGITAL SERVICES
AWESOME OS (FORMERLY OFFSOURCING PHILIPPINES INC)
12.2017 - 02.2020
- Achieved Member Service objectives by contributing information and recommendations to strategic plans and reviews to Site Manager.
- Lead and managed a total of 10 supervisors for Chat Support and 3 supervisors for Social Media along with their respective cluster of agents.
- Lead and managed a total of 10 supervisors for Chat Support and 3 supervisors for Social Media along with their respective cluster of agents.
FLOOR MANAGER - NA VOICE
OFFSOURCING PHILIPPINES INC.
11.2013 - 12.2017
- Key aspects of this role include serving the member experience by managing a team unit of Fashion Consultants and Team Supervisors responsible for handling Inbound Member Inquiries including Account Maintenance, Billing, Product/Order Questions, and Cancellations.
- Lead and managed between 6 – 10 Team Supervisors for NA Voice operations with their respective cluster of agents.
- Lead an All Star team to set the standard of how customer service should be done for TechStyle account, and in a friendly competition with another site.
PERFORMANCE ASSESSMENT SPECIALIST
WEST CONTACT SERVICES
06.2013 - 09.2013
- Audited calls for Quality Assurance.
- Drafted weekly and monthly reports for Quality Scores.
AT&T U-VERSE TECHNICAL SUPPORT REPRESENTATIVE
VXI GLOBAL SOLUTIONS
03.2012 - 03.2013
- Provided technical support for AT&T U-verse members.
POINT PERSON TQ PROGRAM/REPORTS ANALYST
SYNNEX-CONCENTRIX
12.2006 - 09.2010
- Lead and managed new hires and assisted them in transitioning from training to operations.
Education
B.S. - Electronics and Communications Engineering
ATENEO DE DAVAO UNIVERSITY
01-2006
Highschool Diploma - undefined
PHILIPPINE WOMEN’S COLLEGE OF DAVAO
03-2005
Skills
- Customer Service
- Team Management
- Performance Management
- Team Leadership
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Attention to detail
- Conflict resolution
Timeline
Ops Team Lead
RoseSkinCo
01.2020 - 06.2026
FLOOR MANAGER - DIGITAL SERVICES
AWESOME OS (FORMERLY OFFSOURCING PHILIPPINES INC)
12.2017 - 02.2020
FLOOR MANAGER - NA VOICE
OFFSOURCING PHILIPPINES INC.
11.2013 - 12.2017
PERFORMANCE ASSESSMENT SPECIALIST
WEST CONTACT SERVICES
06.2013 - 09.2013
AT&T U-VERSE TECHNICAL SUPPORT REPRESENTATIVE
VXI GLOBAL SOLUTIONS
03.2012 - 03.2013
POINT PERSON TQ PROGRAM/REPORTS ANALYST
SYNNEX-CONCENTRIX
12.2006 - 09.2010
Highschool Diploma - undefined
PHILIPPINE WOMEN’S COLLEGE OF DAVAO
B.S. - Electronics and Communications Engineering
ATENEO DE DAVAO UNIVERSITY