eugeniedecina

Remote or Home Worker, Philippines.

Contact Eugenie Marie for:
  • Admin and Secretarial Support
  • any sales related position open to new prospects
  • Customer Service & Support

About Eugenie Marie

Eugenie Marie A. Decina
Cabadiangan, Compostela, Cebu Philippines
Contact #: 09984159761/09176770393
E-mail: eugenieabarca@gmail.com

 

I am an enthusiastic person who enjoys being part of, as well as leading, a successful and productive team. I am quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems. I am able to work well on my own initiative and can demonstrate the high levels of motivation required to meet the tightest of deadlines. Even under significant pressure, I possess a strong ability to perform effectively.
 

 
 
WORK EXPERIENCE:

Relief Division Leader
JP MORGAN CHASE & CO.
TBC-RFS
June 2014- November 2014

Managed a total of 137 specialists and 8 Team Leaders;
Part of Performance Pillar. Reviews and manages initiatives to drive BLS (Banker Level Survey);
Spearheaded the Site’s drive to increase Paid Productive Time:
Reviewed and studied the different factors that impacted the site’s Paid Productive Paid Time;
Increased awareness to the Division Leaders and Team Leaders on what are the factors that impact Paid Productive Time;
Sent Weekly/Monthly report on Outliers and Actions taken
Supports all assigned projects for area of responsibility – Performance Pillar, PIP tracking, Offshore Transfer, Paid Productivity
Fosters collaborative working relationships with associates, peers and clients both within and across organizational boundaries.
0% attrition for the month of August
Remained as Top division from June to October with a scorecard of 3.67 out of 5.

Team Leader for Apprentice Specialists
JP MORGAN CHASE & CO.
TBC-RFS
June 2012- Present

Directly manage day to day activities of a team of newly hired Telephone Bankers to ensure proper coverage to meet service requirements.  Handle administrative duties (i.e. employee file maintenance, management reporting, review and audit time sheets attendance records and communicate policy & procedure updates).   Perform required quality monitoring.  Perform other functions as directed by management.

Other tasks:
Way to Wow trainer
Certified Targeted Selection Interviewer
Leads the site's Paid Productive time project

TEAM MANAGER
JP MORGAN CHASE &CO.
US-CSD
June 2011 – May 2012

Responsible for US-CSD (Collections) Cebu’s Quality and Customer Satisfaction
Leads and creates activities to ensure the site is able to improve it’s compliance
Team Audit Contests
Spot-checks
Implements initiatives to drive to ensure Advisor utilization of Job Aids
Send weekly “Knowledge Refresher’
Team Manager dual monitoring
Team Manager calibration sessions targeted on compliance and customer satisfaction
Monitor and validate external QA audit for the site. Responsible for determining findings which may be subject for dispute.
VOICE (Voice of Individual Customer Experience)- one-on-one coaching with advisors with DSAT comments. Conducts calibration sessions with different teams to make sure make everyone is able to share their thoughts and concerns with regards to excellent customer service.
Attend network-wide meetings focused on improving CSAT and Compliance and responsible for disseminating information to the rest of the team managers

CUSTOMER SUPPORT COACH
JP MORGAN CHASE & CO.
January 2011- May 2011

As a Customer Support Coach, I provide support to a select group of Advisors within US-CSD by doing constant call monitoring through NICE, side-by-side monitoring, data analysis, feedback, coaching and progress tracking. Goal is to make sure advisors within the scope of responsibility are able to improve their performance by incorporating CSAT and Quality.

CUSTOMER SUPPORT ADVISOR
JP MORGAN CHASE & CO.
March 2010 – present

As a Customer Support Advisor, I answer Inbound and do Outbound calls for Chase Private and Core accounts. Most of these customers are 1-90 days past due with their credit cards. I need to evaluate their situation, collect payments or refer to a Program Specialist or Credit Counselling Agency if needed.

Achievements:

-Number 1 for June 2010
-Number 3 for August 2010 stack ranking.
-Number 3 for November 2010 stack ranking.
-Subject Matter Expert for US CSD Wave 4 (July 2010)
-“Champ of the Quarter” , awarded on September 2010 (Family Day)

SERVICE TO SALES REPRESENTATIVE
EPERFORMAX
October 2008-March 2010
 
Eperformax is a business process outsourcing company whose clients include PayPal, Chase Bank, and Ebay.
 
-Handled Chase Converted customers;
-Enrolled customers to credit card enhancement services;
-Monthly top performer;
-2009 Best Agent (award given during 2009 Chase Roadshow);
-Consistently hit 100% on internal and client monitorings.

BUSINESS DEVELOPMENT MANAGER
GLOBAL RESPONSE
June 2007-May 2008

Global Response is a Headhunting firm.

As a Business Development Manager, I was assigned to generate new clients for the business by doing outbound calls and e-mail marketing. Clients may range from start-up to Fortune 500 companies depending on the job opening and the availability of candidates. Created leads by doing own research.

SUPERVISOR
WESTERN WATS PHILIPPINES. INC.
December 2006-June 2007
 
Western Wats is a market research firm based in Pocatello, Idaho. The company's clients include BCBS, Shell, Volvo and major political names just to name a few.
Supervised agents’ dialing through screen and live monitoring.
Assigned in the TNS-UK project.
Handled the training of new agents with Social Economic Grading.
Constantly requested to dial for client monitoring and to hit goals when project is closing.

INTERVIEWER
WESTERN WATS PHILIPPINES, INC.
September 2004-December 2006
Tier One B2B agent.
One of the first 20 agents selected to work on the NOP UK project.
Interviewed executives in the company(mostly C-level executives) for surveys sponsored by our US based clients.
Consistently hit 100% on quality and attendance.

LEGAL RESEARCHER
CARILLO LAW CENTRUM
June 2003-September 2004

Prepared legal court documents.
Occasionally attended court hearings.

 
EDUCATIONAL ATTAINMENT  
  

                       
  
COLLEGE: UNIVERSITY OF THE VISAYAS  
                 BACHELOR OF ARTS IN POLITICAL   SCIENCE
                 2003, Cum Laude

 

 Seminars Attended

“SELF-EXCELLENCE PROGRAM
Facilitator: Reif Manzano

“WOMEN EMPOWERMENT”
Facilitator: Susan Brown
Date: November 10, 2010

“MANAGEMENT COURAGE”
Facilitator : Bob Halpern
Date: December 2, 2010

“Coaching with Performance Plus”
Facilitators: Kay Mendoza and Aseem Chawla
Date: January 24-25, 2011

LEAP WORKSHOP SESSIONS

*Personal Branding
*Persuasion and Influencing
*Leading with Emotional Intelligence
*Developing Yourself and Others
*Performance Managements
*Business Presentation
*Project Management

 
 

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