JUSTINE PERAJA

Results-oriented Senior Team Leader with over 10 years of experience in the customer service and hospitality management industry. Proven track record of driving exceptional guest satisfaction, operational excellence, and team performance. Adept at creating and implementing strategies to optimize service delivery, improve efficiency, and boost revenue. Skilled in staff development, training, coaching, and fostering a collaborative work environment. Strong leadership and communication abilities, coupled with a passion for delivering memorable guest experiences. Seeking an opportunity to leverage my expertise in elevating customer service standards and achieving business objectives in a dynamic hospitality setting. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

• Order Entry and Sales Specialist
• 6-Month-Term (Probationary)/Customer Service Trainee (Level 1)
• Promoted to Customer Care Rep (Level 2)
• Promoted as POC (Point of Contact), Customer Care
• Promoted as Customer Care Specialist (Level 3)
• Promoted as Customer Experience Specialist (Level 4)
• Promoted as Customer Care Team Lead
• Promoted as a Senior Customer Experience Team Lead

• Managing all inbound, outbound, email and fax, and all other customer care queues across all offshore offices.
• Managing tickets for guest inquiries
• Facebook management, Livechat support and offline platform customer management processes
• Takes Supervisory calls mitigating potential complaints that will financially impact the company
• Point of contact for 3rd party complaint agencies (e.g., BBB, Google, Trustpilot)
• Driving performance, metrics and ensuring targets are met.
• Call calibration and performance management if agent is underperforming
• Administering coaching, 1 on 1's, administering write-ups and training sessions with Agents.
• Collaborating with interdepartmental teams surrounding operational impact, process related updates and urgent escalations
• Creating ideas on process enhancements and automations.
• Responsible for performing administrative tasks e.g., preparation of Daily, Weekly, Monthly, Quarterly, and Yearly Reports using google sheets
• Drafting process documentations and training guidelines
• Creating Meeting structures during Weekly/Biweekly Staff Meeting and conducting Business Reviews to discuss urgent and impacting Operational concerns and performance
• Responsible for Preparing Payroll applications being uploaded in the system for salary processing
• Responsible for preparing and processing monetary incentives for team members.
• Responsible for creating schedules for team members
• Creates workflows for slack
• Recruitment and Interviewing applicants for job openings

• Avaya and Cisco
• Genesys Purecloud (dialler and workforce mgmt)
• Trengo
• Google Apps
• Slack
• Metabase Dashboard Reporting
• MS Office (Word, Excel, PPT, Teams)
• Canva
• Zendesk
• P2C Billing

• GUTHRIEJENSENS' Problem Solving and Decision-Making Course, Makati City, Philippines, 07/02/2018, 07/14/2018
• Leadership Training Classes 1, 2, 3 and 4 facilitated by the LJMB (Learning Just Made Better), Makati City, Philippines, 2018, 2019