Jelina T.
Mid-Level BPO Process Trainer
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Jelina D. is a seasoned customer service professional with over six years of experience in the BPO industry, specializing in chat, voice, and multichannel support for the retail and telecommunications sectors. As a Process Specialist and former Process Trainer at leading firms such as Cognizant and Concentrix, Jelina D. delivers comprehensive process and product training, coaches employees on conflict resolution and customer handling, and ensures strict adherence to quality assurance standards. She leverages advanced knowledge of Salesforce, Genesys, and Quiq for CRM documentation and effective case management. Jelina D. has contributed to process improvement initiatives, helped develop training materials, and monitored team performance to boost operational compliance, customer satisfaction, and productivity.
Experience
Process Trainer
Concentrix · 2022 — 2024Led both classroom and virtual training focused on customer service, product knowledge, and communication skills. Created various training resources such as presentations, quick reference guides, and microlearning materials. Oversaw trainee simulations and live customer interactions to assess readiness and ensure service quality. Delivered coaching and feedback to enhance satisfaction, issue resolution, and communication. Coordinated with operations and quality teams to align training content with customer experience objectives.Process Specialist
Cognizant · 2024 — PresentDelivers training on process and product topics to both new hires and current employees to bolster operational performance and service quality. Provides coaching aimed at enhancing customer handling, productivity, and adherence to standards. Monitors practice scenarios and live interactions to confirm compliance with quality and operational policies. Updates training materials and documentation as processes evolve, and acts as a subject matter expert on process clarifications and best practices in customer handling.Team Leader Trainee
Concentrix · 2024 — 2024Supported team leaders in agent performance monitoring and maintaining compliance with service and quality expectations. Offered immediate coaching and feedback to agents to elevate customer interactions and improve resolution rates. Assisted in tracking team key performance indicators including CSAT, AHT, and quality scores. Helped address escalated customer concerns promptly to ensure resolution.Customer Service Representative - Retail Support
Concentrix · 2021 — 2022Delivered multichannel customer support via chat and voice for retail customers managing orders, billing, and account services. Handled several chats concurrently while recording all details in CRM systems. Efficiently addressed customer concerns with professionalism and empathy, escalating complex cases to specialized teams as necessary. Maintained high service quality and met defined performance metrics and agreements.Customer Service Representative - Telecom Support
Transcom · 2018 — 2020Handled telecommunications customer inquiries related to billing, account updates, and service issues. Clearly communicated explanations of charges, billing adjustments, and service plan details. Addressed and resolved billing disputes, processed corrections, and maintained up-to-date documentation of customer contacts and account actions within internal systems, all while upholding professional service standards.
Skills & Expertise
Education
- Bachelor of Arts in PsychologyUniversity of Saint La Salle · 2018 — 2020
- Senior High School, STEMLiceo De La Salle · 2016 — 2018
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