Jaime Alfonso

Block 60 Lot 6, NHA Kauswagan,

Cagayan de Oro City
+63 917 7170557

Baviera jam19_baviera@yahoo.com

Seeking a Challenging and Responsible position at Entry Level to enhance my sales,

management as well as customer relation skills.

Skills
Leadership, Coaching and Mentoring, Product Knowledge, Informing Others, Data Entry
Skills, Organization, Analyzing Information , Verbal Communication, Reporting Skills,
Managing Processes, Customer Focus, General Consulting Skills, Multi-tasking.

Employment History
JUNE TO NOVEMBER 2009
Travel Agent Intern / Lite Travel & Tours, Cagayan De Oro City
As a Travel Agent, my key responsibilities were:
• Booking domestic tickets for customers;
• Providing customers with travel itineraries, taking into consideration their budget as
well as schedule; and
• Coordinate with airline companies to ensure confirmation of customer booking.

JULY 2013 TO JUNE 2014

Outbound Sales Agent /FBC Business Solutions, Cagayan De Oro City
I worked as an outbound agent in FBC Business Solutions handling the College Locator
account. In my probationary period, I was awarded as the top performer for the month of
September. I was able to exceed the quota given me, hence the award. Also, I was
recognized as the most punctual employee since in the office, I am one of the very few with
no history of absence and tardy considering the “not-so-ideal” working hours of 10pm to
7am. Understanding customer needs and providing them with different options and service
to get what they need have always been my passion.

As an outbound agent, my responsibilities include:

• Pre-qualify customers interested in going to school;
• Provide customers school information; and
• Address customer’s questions and/or concerns related to the service/s offered them.

FEBRUARY 2, 2015 – SEPTEMBER 2016

Customer Service Agent (MICROSOFT)/ Convergys Philippines
As a Customer Service Agent, my key responsibilities were:
• Maintains customer relationship by responding to inquiries and documenting actions;
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries
and responses; gathering and researching information; assembling and forwarding
information; verifying customer's understanding of information and answer; and
• Accomplishes customer service and organization mission by completing related results
as needed.

SEPTEMBER 2016 TO JANUARY 2017

Team Lead Trainee (WALMART) / Convergys Philippines
As a Team Lead Trainee, my key responsibilities were:
• Understand organization’s products, services, procedures and guidelines and
communicate same to all team members;
• Monitor agent calls to ensure that due procedures and quality standards are strictly
adhered t;
• Conduct regular review of assigned team member’s performance and organize training
sessions for under performers;
• Submit regular reports to management and seek new ideas and strategies to improve
performance at the center;
• Keep up with trends and happenings in the industry and ensuring adherence to industry
standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt
response and solutions to their challenges at all times; and
• Ensure a safe and harmonious working environment for all other team members and
delegate duties to all team members.

JANUARY 2017 TO PRESENT

Subject Matter Expert (WALMART) / Convergys Philippines
As a Subject Matter Expert, my key responsibilities are:
• Understands, articulates and implements best practices related to call handling and
product knowledge of Walmart merchandises and processes to team member;
• Gives expert provides guidance on how resolve agent queries related to customer’s
situation and circumstance on given product or process; and
• Suggest exercises and/or call handling techniques to reinforce learning.
• Add richness to the content by offering first-hand field knowledge (anecdotal stories,
case studies, best practices, tips and/or “tricks-of-the-trade”) that can be shared with
others to improve knowledge exchange and transfer.

Education
BACHELOR OF SCIENCE IN TOURISM WITH MAJOR IN HOTEL AND RESTAURANT
MANAGEMENT, LICEO DE CAGAYAN UNIVERSITY, 2010

ASSOCIATE HEALTH EDUCATION, LICEO DE CAGAYAN UNIVERSITY, 2006

SECONDARY EDUCATION, SACRED HEART OF JESUS MONTESSORI SCHOOL 2004

ELEMENTARY EDUCATION, SACRED HEART OF JESUS MONTESSORI SCHOOL, 2000

2
Interest
Use this section to highlight your relevant passions, activities, and how you like to give back.
It’s good to include Leadership and volunteer experiences here. Or show off important
extras like publications, certifications, languages and more.

Interest/Personal Info
Meeting people from different walks of life and learning from them, interacting with
different people, watching TV, listening to music and surfing the internet

Born on 12 June 1988 to Mr. Jerry R. Baviera and Mrs. Lorna Mae E. Baviera

Single.

Speaks and writes fluent English and Cebuano.

Born and raised as a Catholic.

References

Julse Alba Maranon

09234652860
Team Lead Walmart

Divine Ortiz
09989508011
Operations Manager Walmart

Manilyn Vergara
09155480876
Team Lead CVG