Justine Jay Cañete

Experience

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  Concentrix

  Jul 2018 - Dec 2021

  Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of the training, providing coaching and developmental feedback, and readiness recommendationPrepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities Accountable for achieving individual training performance metrics Support and partner with Operations to the transition of agents from training to the production environment, ensuring competency levels meet business needs (where required) Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings (as needed), and side-by-side observations Show less Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, and use decision-support tools and resources to provide resolution to the customer appropriately Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures Show less Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, and use decision-support tools and resources to provide resolution to the customer appropriately Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures Show less

  • Program Ready Trainer

    Aug 2020 - Dec 2021

  • Customer Sales Associate

    Nov 2018 - Aug 2020

  • Customer Sales Associate

    Jul 2018 - Nov 2018
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  Google Operations Center

  Dec 2021 - now

  Digital Medi Senior Associate

  Working on Google products like Google Analytics, Google Ads, and Google Tag Manager. Provide support to clients and Account Managers directly on data analysis or product-related issues. Receive consults from internal teams for troubleshooting. All efforts go toward ensuring that our products are working and our customers are able to use them to get desired resultsSupport Account Managers/ Customers with their advertising technical issues resolution on email/chat/phone/VC channels Provides prompt and efficient service to customers and Account Managers including the appropriate escalation of customer issues Show less