A role where I can use my customer support and data management skills to help clients, contribute to a team, and continue growing professionally.
JT
Looking for a job
Jelina De La Torre
@jelinadelatorre
Customer-focused pro skilled in live chat, email support, order processing, and accurate data handling for seamless operations.
PhilippinesWhat I'm looking for
I’m a Process and Training Specialist with 5+ years in multinational BPO environments, focused on customer service, training, and team leadership. I design and deliver training that helps new hires and existing teams hit performance targets quickly and consistently.
In my recent role, I conduct training sessions for 50+ new hires and employees each quarter, maintain 100% on-time training completion, and build 20+ training materials. I coach and mentor 50+ employees, driving measurable improvements such as better agent performance, fewer errors, and stronger compliance through close QA and operations alignment.
I also bring hands-on leadership experience from supervising a team of 15 agents, monitoring KPIs like CSAT and AHT, and improving productivity and efficiency through data-driven process improvements. Earlier, I supported 50–80 customers daily via chat and voice while maintaining high CSAT and first-contact resolution through accurate documentation and cross-team collaboration.
Experience
Work history, roles, and key accomplishments
Current
Conducted quarterly onboarding and ongoing training for 50+ new hires and existing employees, achieving 100% on-time completion. Developed 20+ training materials and coached 50+ employees, improving agent performance by 15% and reducing errors by 20%.
Supervised 15 agents to meet CSAT (90%+), AHT (≤8 min), and resolution rates (95%+), increasing productivity by 12%. Resolved 95% of escalations on first contact and implemented process improvements that increased efficiency by 10%.
Delivered process, product, and customer service training to 20–30 employees per session using presentations, roleplays, and simulations. Reduced error rates by 15% through coaching and mentoring, and created/updated 15+ resources based on process changes and client feedback.
Handled 50–80 retail customers daily via chat and voice, resolving order, billing, and account inquiries with a 92% customer satisfaction score. Documented 100% of interactions accurately and resolved complex cases within 24 hours by collaborating with internal teams.
Provided customer support for 40–50 telecommunications accounts daily, focusing on billing, account management, and payments while maintaining 99% accuracy on 30+ account updates. Educated customers on service plans and promotions, increasing upsell opportunities by 10%, and achieved average CSAT of 90%+ with 95% first-contact issue resolution.
Education
Degrees, certifications, and relevant coursework
University of Saint La Salle
Bachelor of Arts, Psychology
2018 - 2020
Earned a Bachelor of Arts in Psychology. Studied foundational topics in psychology alongside related training and support coursework.
LS
Liceo De La Salle
Senior High School, STEM (Science, Technology, Engineering, and Mathematics)
2016 - 2018
Completed Senior High School with a STEM track focus. Coursework emphasized subjects aligned with science, technology, and engineering.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
PhilippinesAuthorized to work in
Salary expectations
50k+ USD
Job categories
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