The document provides a summary of Jennifer E. Hortillosa's resume. It outlines her education, including degrees in accountancy from the University of the Immaculate Conception- Davao City and Notre Dame of Dadiangas College. Her career experience includes roles providing Salesforce support at Lexmark Research & Development Corp and partner relationship management admin support. Previous experience includes positions as a team lead and customer service representative at Aegis PeopleSupport Phils. Inc. The document also lists relevant trainings attended and contributions/achievements.

1. Jennifer E. Hortillosa
1137-B Andres Abellana extension, Guadalupe, Cebu City 6000
+63939-934-4874
jenny.hort88@gmail.com
EDUCATION:
University of the Immaculate Conception- Davao City 2000-2004
Bachelor of Science in Accountancy
Notre Dame of Dadiangas College 1999-2000
Bachelor of Science in Accountancy
CAREER-RELATED EXPERIENCE:
Lexmark Research & Development Corp September 2015-Present
Worldwide ISS Channel Key User – Salesforce Support
• Responsible for providing first level support and training to ISS channel sales Worldwide
pertaining to ISS channel related Salesforce inquiries, issues, and orientation requests. The main
support focuses on the END to END sales process from leads/accounts, activities, opportunities,
quotes, forecasting to claiming of sales. The key-user is also responsible for supporting other
SFDC related applications such as VIR, MDF creation and Program enrollments
• Involved in various work streams such as global data management, quotes management,
marketing and direct sales and opportunity pipeline. Thus, the key-user collaborates with various
teams such as Dealdesk admin and support, Global Data, Center of Excellence, SEED, MDM
and SFDC project/development teams worldwide. Moreover, the key-user also works with third
party developers regarding issues and enhancements relating to the other applications attached
to Salesforce.
• Provides excellent customer service through phone, email, chat and classroom training
engagements.
• Main goal is to leverage the importance of Salesforce and its impact into the sales rep’s day to
day sales activities and, ultimately, help drive success across the ISS channel sales team.
Main Support: End to End
Provide support and/or training for the entire ISS channel sales team worldwide with any and all
issues/inquiries with SFDC and its attached applications through email, chat and phone.
Inquiry Management
• Serve as primary contact for 1st line support inquiries (via SalesForce Cases, Phone & eMail)
about the SalesForce tool and its integrated applications.
• Facilitate User requests such as but not limited to - creating an SFDC case and in assisting users
create an SFDC case.
• Work with Production Support team and vendors (ex. support/IT groups) to resolve any system
issues and provide initial response to the customer within the agreed response times.
• Provide feedback and requirements to the Production Support team about system or process
issues and potential updates or requests from the business users.

2. Training Support
• Help to plan and execute initial and on-going training for the specific geography/region for sales,
services and marketing organizations (WW ISS channel sales only).
• Responsible for the creation of geo-specific publication, distribution and maintenance of training
documentation which includes the SFDC Homepage in Innovate and its related subspaces.
Responsibilities include providing support for:
o Lead and Contact Management (Lead and Contact Creation, Lead to Account
Creation, Contact Creation, etc.)
o Account Management (Account Creation, Account Change Requests, Accounts
Merge, Account Ownership Transfer, etc).
o Activity Management
o Creation of Opportunities and Opportunity Management
o MDF
o Fund allocation and fund request creation
o Program enrollment
o VIR creation
o Benefit and Expertise creation and enrollment
Lexmark Research & Development Corp May 2010-August 2015
Partner Relationship Management Admin Support
Responsibilities:
• Proactively seek out and identify outdated content and drive action to correct
• Provide reporting information back to programs management team in US on system usage
• Interface with system users worldwide to ensure system stability and report any issues to
Headquarters
• Provide reporting information back to management team worldwide.
• Proactively seek out and identify outdated content and drive action to correct
• Interface with PRM Administrators to ensure system stability and report any issues to
Headquarters
• Assist with audit processes as needed
• Assist with other duties as assigned
• Conduct Training for both External and Internal PRM Tool users
• Data encoder
• Manage data for Resellers Website
• Key User of PEM and AEM Tool
• Handle IDM/Liferay portal for the Resellers Portal
• Knowledgeable with SAP Netweaver(MDM Portal)
• Knowledgeable with Salesforce
• Knowledgeable with Lexmark Partnert Portal
• Handles Escalation and Technical Problem with login and data accuracy for both Internal and
External Customers.
• Update Partner Portal webpage
• Responsible for communicating with customers via phone, email and chat regarding Channel
partners with Lexmark.
• Trains new PRM Admin and Partnernet Users

3. Aegis PeopleSupport Phils. Inc. September 2007 – May 2010
 Team Lead ( Banking and Financial Account)
Responsibilities:
To supervise a team of eReps and Customer Service Advisors and support team operations in meeting
the needs of the business by demonstrating outstanding leadership and interpersonal skills
Key Result Areas and Activities:
Productivity
• Monitor schedule adherence, productivity and quality statistics.
• Construct and monitor performance improvement plans and work with eReps to achieve objectives and
performance targets.
• Provide accurate weekly specific performance report.
• Monitor queue of calls and assist agents while they are taking calls “on-the-floor”.
Staff Supervision
• Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to
client-specific information and handling different customer transactions. Conduct performance evaluation
of direct reports.
• Create effective performance improvement and professional development plans for the team. Address
eRep needs and concerns, performance and motivation issues and conflicts.
• Monitor, coach, and counsel eReps in an ongoing development process.
Account Management
• Ensure timely, accurate and consistent delivery of client-specific information and updates to eReps
• Identify common and / or critical customer handling issues and escalate it to Team Manager with
recommended solutions.
Problem Analysis & Job Empowerment:
Work is concentrated on team’s delivery of results & motivation. Problems encountered may be related to
an individual (direct report) or collectively and may involve account management, administrative &
motivational issues. Some solutions are standardized and others may need to be escalated.
Interpersonal skills are critical to effectively perform the function.
Aegis PeopleSupport Phils. Inc. October 2004 – August 2007
 Customer Service Representative/Retention Agent
Responsibilities:
-Take customer account close requests where I need to attempt to retain the Customer.
-Have strong ability to counter customer decisions to close their accounts - retention strategy.
- Use Problem Solving and Negotiation skills to save Customer Accounts.
-Take calls of a problem solving nature from other front line and helpdesk representatives in order
to retain client business.
-Research and respond to customer situations involving the closure of accounts.
-Identify areas that are problematic to Agents and filter this information back to the client through
the Supervisor.

4. -Access and negotiate multiple information systems to answer questions.
-Product knowledge experts to all parties involved with the client and with customers.
Core competencies:
• Driving the development of superior customer service and high performance.
• Building a team that effectively supports client programs, products and services.
• Possess strong team leadership, coaching, and motivational skills.
• Technologically savvy with extensive experience working with telephony systems.
• Strong analytical skills and able to work under pressure with minimal supervision.
• Strong Data gathering skills with competent background in utilizing Ms Excel, Word processing
and presentation tools (Ms PowerPoint).
• Able to manage multiple tasks in a pressured environment.
• Exceptional versatility and adaptability.
• Dedicated and drive as a hard-working individual.
• Heavy focus on delivery high quality customer service
• Team Player and strong people skills.
• Ability to make quick and appropriate decisions.
• Creative, resourceful and fast learner
TRAININGS ATTENDED:
 High Impact Presentation
 Communicating for Leadership Success Session for Team/Tech Leaders
 Essentials of Business Analysis
 Problem Solving and Decision Making
 Yellow Belt Certified
 English Communication 101
 Basics of effective Communication
 Communicating across culture
 Effective Listening skills
 Fundamentals of Customer Service
 Working with Difficult People
 Customer Treatment Program Telemarketing:
• Module 1: Customer Loyalty
• Module 2: Presenting yourself positively
• Module 3: Professional Communication
• Module 4: Listen to Understand
• Module 5: Effective Use of questions
 Was able to successfully finish the following trainings:
1. Consultative Selling techniques
2. Conversational Sales Training
3. MS EXCEL
4. Effective Time Management
5. Managing KPI (Key performance Indicator)
6. Handling effective Team Meetings
7. Coaching 102
8. Writing performance Appraisal
9. Effective Interaction with Clients
10. Leadership Effectiveness
11. Compliance Management
12. Team Effectiveness
13. MS OUTLOOK
14. Coaching 102
15. Certified to use the G.R.O.W Coaching Model
16. Problem Solving and Decision Making Process.
 Call Master Series Training

5.  Time Management Training
 You and your Customer (Dealing with challenging situation)
 Escalations 101 (Strategies in handling Irate Customers)
Significant Contributions and Achievements:
• Manager’s Appreciation Awardee 2014
• Idesign Awardee Quarter 2 & 3 2015
• Idesign Awardee 2015 year end
PERSONAL PROFILE:
Age: 33 years old
Date of birth: July 09, 1982
Religion: Roman Catholic
Nationality: Filipino
Language: English, Tagalog, Cebuano, Ilonggo

6.  Time Management Training
 You and your Customer (Dealing with challenging situation)
 Escalations 101 (Strategies in handling Irate Customers)
Significant Contributions and Achievements:
• Manager’s Appreciation Awardee 2014
• Idesign Awardee Quarter 2 & 3 2015
• Idesign Awardee 2015 year end
PERSONAL PROFILE:
Age: 33 years old
Date of birth: July 09, 1982
Religion: Roman Catholic
Nationality: Filipino
Language: English, Tagalog, Cebuano, Ilonggo