Jezzreel Guerbo

About the Candidate

Jezzreel Guerbo
Cebu City,Cebu | +639398015033 | [email protected]
EDUCATION
Cebu Institute of Technology – University Cebu City, Cebu
BS Business Administration major in Quality Management Graduation Date: Apr 2018
WORK EXPERIENCE
Amazon Operations Services Philippines Inc Cebu city, Cebu
Digital Device Alexa Support / Kaizen facilitator Apr 2019 – Nov 2022
Facilitated engagement with over 1000+ customers during conflict resolution efforts, increasing customer satisfaction rating
by 15%.
Proactively identified opportunities for process optimization and streamlined ticket resolution process by 35%, resulting in a
30% increase in department productivity.
Delivered comprehensive documentation and reporting on 110 product support related projects, ensuring business alignment
with established performance objectives.
Concentrix Cebu city, Cebu
Sales Retention Specialist for Sirius XM Jul 2018 – Apr 2019
Cultivated best-in-class customer retention strategies by leveraging feedback from 20,000 existing customers & sales trends,
increasing monthly subscription rates by 15%.
Communicated a compelling upsell & cross-sell value proposition to 25,000 active customers to maximize different product
subsription packages & increase revenue contributions by 30%.
Facilitated initiatives with sales teams to ensure targeted customer segments received tailored messages through multi-
channel platforms, resulting in a 21.7% growth in retained subscribers.
Teleperformance Philippines Cebu city, Cebu
Hawaiian Airlines Guest Service Agent May 2017 – Jun 2018
Streamlined ticket booking process by managing flight, hotel and car rental reservations to 300 passengers daily, averting
flight delays.
Facilitated boarding and checked the identification of 500 guests daily, meeting air travel regulations and production goals
95% of the time.
Resolved passenger complaints swiftly while providing superior customer service, resulting in a 20% increase in flight
ratings.
PROJECT EXPERIENCE
Amazon Operations Services Philippines Inc Cebu city, Cebu
Project Coordinator for Kaizen Event Jan 2020 – Nov 2022
Organized Kaizen event to accelerate process improvements related to US Prime Day orders & logistics, resulting in a
decrease of project timeline by 20%
Coached team of 10 during event and substantially sped up order processing time by 30%, resulting in 10K additional orders
made on Prime Day.
Monitored supply chain activities throughout the day and proactively took steps to prevent 90% of miss-ships, saving $20K
on delivery costs.
Teleperformance Philippines Cebu city, Cebu
Customer Advocate Officer Sep 2017 – Jun 2018
Resolved 95% of escalated corporate customer complaints, minimizing customer service costs by 15%.
Monitored & addressed complex customer issues involving airline violations, baggage lost & compliance with the US
Department of Transportation; averting financial liabilities of up to $300K.
Filed timely reports on behalf of customers to Fly Rights Compliance department preventing further grievances; leading to a
20% decrease in reported instances.
LEADERSHIP EXPERIENCE
Amazon D2AS Worldwide English Cebu city, Cebu
Customer Experience Project Coordinator Mar 2020 – May 2022
Cultivated and managed relationships with 3k+ customers internationally, gaining comprehensive understanding of customer service and product management expectations.
Facilitated 40 customer meetings, attaining necessary feedback to effectively inform business strategies while providing a
superior customer experience.
Worked in tandem with account and product managers to refine current processes, resulting in 20 successful new product
introductions encouraging 15% growth in customer utilization.
Amazon CEB10 D2AS Operations Cebu city, Cebu
Lead Business Operations Imperative Jun 2022 – Nov 2022
Synthesized plans to expand the business, capitalizing on new opportunities & increasing sales by 10%, resulting in a $150M
financial gain.
Maximized customer service initiatives and achieved satisfaction ratings over 80%, increasing repeat customers by 40%.
Initianted a pioneerign team in an industry-leading automation program, enabling the company to become premier distributor
or vendor of its type in African regions.
SKILLS & COMPETENCIES
SKILLS:Project Management and Lean Thinking, Experience with CRM (customer relationship management) software, in
particular Salesforce, and LiveAgent, Customer Service Excellence and Operations process improvement specialist
Interests:problem-solving, leadership, and team management