Jessa Mae Caingcoy
Dumaguete City,Negros Oriental, Philippines
Summary
Administrative leader experienced in records retrieval, customer service operations and team oversight. Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems. Hardworking employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. With willingness to constantly learn and take on new roles.
Overview
6
6
years of professional experience
Work History
Team Leader for Custodian Management Team
YoCierge Incorporated
Records Retrieval Specialist, American Software Company
12.2023 - Current
- Verify locations of facilities, doctors and other practitioners.
- Verify locations for non-healthcare organization, such as schools, companies for records retrievals.
- Data Entry tasks and manages a set of team, making sure all the information added to our database are accurate.
- Supported new hires through onboarding process for speedy and successful training.
General Administration
Mynd Management Incorporated
Virtual Assistant, American Company
04.2022 - Current
- Assisting individuals with housing vouchers to apply for rental homes listed on our website.
- Reaching out to Housing Authorities, providing all the documents needed for the application of an individual to the home they selected.
- Sending requests for Lease Renewal/Rent Increase to Housing Authorities for existing residents.
- Notifying the Housing Authorities for Non-payment of the Resident, Eviction, or Move out.
- Process changes in management directly to the Housing Authorities.
- Create Service Request for failed items during the Annual Housing Inspection.
- Acts as a liaison between Housing Authority, Property Management company and Residents.
Staff Coach/HR Assistant
YoCierge Incorporated
Software Company , American Company
03.2022 - 12.2023
- Works with the selection of applicants for the staffing vacancies.
- Training new hires with the company products until they are endorsed to production.
- Monitoring productivity and performing task reviews.
- Coaching and issuing warnings for those who violates the company policies and those who do not follow standard operating procedure.
- Providing refresher training courses to make sure everyone is aligned with the company processes and updates.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
Operations Team leader
Peak Outsourcing Incorporated
Dumaguete City , Philippines
01.2021 - 02.2022
- Handled a team for records retrieval from different Law Firms.
- Assisted on expediting cases that were provided and made sure to exhaust all efforts to obtain the records from the facilities as soon as possible.
- Analyzing correspondences that were provided by the facility. All efforts are done always with sense of urgency.
- Managed database to maintain updated records and accuracy.
Operations Team Leader
Qualfon Philippines Incorporated
Dumaguete City, Philippines
06.2019 - 01.2021
- Started to handle my own team which consisted of a batch of new hires, from day 1 of their first week in nesting until they were regularised.
- Carried out daily task and deliverables.
- Made sure that my team will not have any escalation or problems with adherence.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Monitored and improved team performance to ensure operational targets were met or surpassed with consistency.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
Escalation Specialist
Qualfon Philippines Incorporated
Dumaguete City , Philippines
10.2018 - 05.2019
- Handled escalated calls or calls from customers seeking to speak with a supervisor
- Identified root causes of complaints through effective questioning.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Tagged customer interactions with appropriate labels for internal tracking purposes.
- Identified complaint trends and patterns to report to supervisors and guide changes.
Customer Service Representative
Qualfon Philippines Incorporated
Dumaguete City, Philippines
10.2017 - 10.2018
- Worked with customer service for the biggest retail account.
- Recorded information about inquiries and complaints within internal database.
- Handled 60+ calls a day with duties including signing up for new customers, providing relevant product information, canceling services, and assistance for order issues.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
- Obtained feedback from customers to improve service experience.
- Applied conflict management to stressed and concerned customers.
Education
Undergraduate Bachelor of Science - Information Technology
Ateneo de Zamboanga University
Zamboanga City, Philippines 06/2010 - 03/2012
Skills
- Records Retrieval Specialist
- Team supervision
- Superior communication skills
- Data Entry Specialist
- Customer relations
- Staff training and mentorship
- Data verification procedures
- Data confidentiality
- Document retrieval
- Record-keeping and bookkeeping
Affiliations
- Competitive athlete
- Hiking and Watersports
Accomplishments
- I have been constantly promoted to Team Leader/Staffing Coach at work in every company I have worked for due to my leadership skills and dedication to my roles.
- Won awards for playing volleyball professionally.
Languages
English
Advanced
Tagalog
Native
Spanish
Elementary
References
References available upon request.
Timeline
Team Leader for Custodian Management Team
YoCierge Incorporated
12.2023 - Current
General Administration
Mynd Management Incorporated
04.2022 - Current
Staff Coach/HR Assistant
YoCierge Incorporated
03.2022 - 12.2023
Operations Team leader
Peak Outsourcing Incorporated
01.2021 - 02.2022
Operations Team Leader
Qualfon Philippines Incorporated
06.2019 - 01.2021
Escalation Specialist
Qualfon Philippines Incorporated
10.2018 - 05.2019
Customer Service Representative
Qualfon Philippines Incorporated
10.2017 - 10.2018
Undergraduate Bachelor of Science - Information Technology
Ateneo de Zamboanga University
06/2010 - 03/2012
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