Jenesses B.

Jenesses M. is a results-driven Operations Leader with over five years of progressive experience in the BPO industry, primarily at Concentrix Philippines. She has a proven track record of career advancement from Customer Service Representative to Technical Support, Subject Matter Expert, and Team Leader, exemplifying consistent excellence in performance, coaching, and team management. At Concentrix, she directed the daily performance of a customer support team, achieving a 15% increase in overall productivity by implementing structured coaching sessions and targeted workflow optimizations. Additionally, she managed critical technical escalations, resulting in a 20% reduction in average handling time and improved first-contact resolution rates. Jenesses collaborated effectively with cross-functional training teams to ensure the seamless rollout of updated technical modules. Her expertise in Microsoft Excel, Data Tracking & Reporting, and Performance Metrics Analysis is complemented by her academic background in the Technical-Vocational track at Saint Anthony College of Technology, Mabalacat City, Pampanga.