Updated on May 30, 2016

1. JESHREEL E. SALES
7759 Sherwood Street, Phase 2 Marcelo Green Village Parañaque, Metro Manila 1714
(02) 8803887 / (0949) 4474437 / (0927) 5446162
Jeshreel.sales@gmail.com / Jeshreel.sales@hotmail.com
CAREER OBJECTIVE:
To have a career that maximizes my experience in Sales, Account and Quality Management. I would like to work for a company that gives me
an opportunity to grow as an effective leader, one where I can continuously develop new skills and become a better trainer in developing other
future leaders myself.
EMPLOYMENT EXPERIENCE:
KEY ACCOUNT MANAGER
(SMC PROJECT: SAN MIGUEL CORP ACCOUNTS)
ZTE Philippines Inc.
March 2015 - Present
 Duties and Responsibilities:
o Responsible for managing key accounts of SMC (Belltel & ETPI), establish and maintaining a long term relationship by
engaging in regular visits and direct contact with key accounts
o Focusing on growing and developing existing clients, together with generating new business and maximizing sales
opportunities within them. Acts as the key interface between the customer and all relevant divisions
o Playing an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients
o Responsible for the development and achievement of direct sales channel thru telecommunications products and services
o Work closely with cross-functional colleagues with the organization to achieve objectives
o Responsible for submission of regular and timely opportunity reports which shows business plans for all current and
opportunity tender business
o Arrange and Manage Events meant to strengthen ties between ZTE and Belltel, as well as to educate them of our future
plans to improve both businesses in the future
o Responsible in acquiring key competitor information which are vital towards creative planning in winning the bid in projects
o Transitioned 1 Tender to RFP towards PO, and created 2 new business opportunities
o Assumes Different roles such as Project Manager, Client Relations Manager, Delivery & Collection Manager etc.
SALES MANAGER / REWARDS AND RECOGNITION LEAD
(SPRINT TELECOMMUNICATIONS)
Xerox Business Services Philippines Inc.
November 2014– September 2015
 Sales Manager - Duties and Responsibilities:
o Directs and manage sales staff (175 Agents & 15 Supervisors) in accomplishing company quota of 70% Team Green /
60% Required Offer Rates / 50% Close Rates/Monthly Gross Adds Target
o Develop and implement sales objectives and strategies such as weekly trainings; product and services awareness;
Events; Daily meetings and activities with the team to grow the organization’s business
o Implement and conduct necessary Sales Trainings to ensure that Sales Staff are calibrated, aware and in sync with the
preferred Sales Techniques and Methods, and updated with the account’s new products and services
o Improved over all site’s Sales by an average of 30% monthly from the time appointed.
o The only Sales Manager to hit the site’s objective of 70% Team Green
o Deliver constant motivation through: daily talks, coaching sessions and power hours & contests to deliver the optimum
level of performance with Sales
o Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an
understanding of current business trends
o Continuously monitor the market not only for business trends, but also for competitive movements in order to cascade it to
the teams involved so we could modify our strategy or make changes in our current execution in order to stay ahead of
the competition
o Utilize all available forms of interaction with partner Sales Managers from other sites, both local and off-shore to
effectively address all issues and come up with the best solutions and even share best practices in resolving problems
o Established the “Sales Elite”: This group is composed of the site’s best sales agents. 1 POC per team (15 Total)
 Rewards & Recognition Lead - Duties and Responsibilities :
o Lead the formulation of reward, recognition and benefits strategies aligned to the account’s needs (e.g. Contests; Games;
Reward Program; Events) and managed related policy, procedures and systems
o Assist the GM / Project Manager in executing activities and events promoted by the client and ensure employees’
participation
o Communicate Activities that involves rewards & recognition through different forms of communication (e.g. e-mail, e-pops,
TV screens, ads and encourage employee participation through meetings with Managers, Leads and the Fun Club
Committees
o Manage the Fun Club Committee which executes all the plans that involve R&R by facilitating regular general meetings to
plan and organize weekly, monthly, quarterly activities

2. SR. QUALITY ASSURANCE ANALYST
(SPRINT TELECOMMUNICATIONS)
Xerox Business Services Inc.
September 2013 – November 2014
o Lead QA in the team of 8 QA Analyst to ensure all the tasks (call observations, coaching, report generation, call
calibration) and responsibilities are done accordingly.
o Responsible in creating an effective plan for the entire team which include the following :
 Assignment of Duties
 Metrics Formulation
 Training & Updates Management
 Newbies Inspections
 Preventive Maintenance
 Root Cause Analysis
 Audit & Checklist Management
 Action Management
 Change & Disputes Management
 KPI Dashboards
 Process Improvement Plan
 Project Document Updates
o Responsible for handling transaction monitoring of 175 agents divided into 3 clusters’ live and recorded calls
o Provides feedback to agents and supervisors to improve quality of the observed calls to enhance customer experience
and agent’s overall performance through coaching and daily reports
o Help in facilitating daily call calibration with the clients to ensure that agents and supervisors are aware and in sync with
the correct processes
o Provide assistance with call tracking for clients and people from Operations to review customer complaints and possible
agent errors to deliver proper corrective actions
o Immediately scrub failing surveys and do immediate feedback and coaching to the ensure that agents are aware of their
mistakes and area’s of improvements
o Appointed as the Segmentation (4 KPIs) and Transfers Rate Champion and was able to help the entire site reach the
target of 70% Team Green for both.
o Assist in reviewing cancelation calls to improve handling churn customers and to help grow the business as well
o Provide assistance in the development of the existing QA process and as well as existing guidelines in evaluations
o Regularly meet with the Operations towards discussing and resolving Quality issues and for Process & Performance
Improvements
o Constantly find ways to improve the system and process using the PDCA Process Improvement Cycle and DMAIC as well
o Successfully implemented 5 Important Improvements in the existing processes in Call Calibration Process, DSAT
Scrubbing, Segmentation, Call Transfers
o Was assigned to lead 2 Learning Lab (Newbies) Teams for a month to assist the ‘production’ and help operations make a
decision in the deliberation
o Trained in the basics of Speech Analytics
 BACK OFFICE TASKS :
o Approve Pending Adjustments & Process 3rd
party blocks and Refunds
o Refund Request for Call Escalations
o Create Billing dispute – BIN Matrix
 DUTIES :
o Call Monitoring – Quality Review
o Call Scrubbing for Account / Case Review (Fraud; DNC etc.)
o Address Customer impacting issue with CSR agents in real time.
 REPORT GENERATION :
o DSAT (Failed Surveys) Analysis
o Site / Manager / Team / Agent Level Segmentation Report & Transfers Report
o Analysis and Trending / Call Observations / Calibration Report
 PROACTIVE PLANS FOR SITE IMPROVEMENT (Projects Implemented) :
o S.W.A.T. on Segmentation Plan
o DSAT (Failed Surveys) Analysis
o Apprentice Plan

3. QUALITY ASSURANCE ANALYST
(OCTOPUSTRAVEL.COM – TRAVEL & HOSPITALITY)
Aegis Peoplesupport Inc. Phil
May 2010 – May 2013
 Responsible for handling transaction monitoring of 35 agents and 6 supervisors handling live calls and e-mails
 Grading calls and e-mails monitored using the approved grading system established by the client
 Providing feedback to agents daily through 1 on 1 coaching designed to improve quality of the call / e-mail with the aim of the
enhancing the customer’s experience and Satisfaction
 Help in facilitating weekly call and e-mail calibration with the clients to ensure that everyone is in sync with process updates and
standard procedures
SUBJECT MATTER EXPERT – CSR
(OCTOPUSTRAVEL.COM – TRAVEL & HOSPITALITY)
Aegis Peoplesupport Inc. Phil
February 2009 – May 2010
 Assigned as the officer in charge in assisting 35 agents with customer accounts, reservations and back-office assistance
 Create daily reports for Sales and Back-Office Tasks to ensure agents process all off-line tasks within the set time
 Assists customers regarding their travel itineraries (Hotels, Tours and Transfers) such as booking arrangements, amendments and
cancellations
 Check Errors in ‘Colombus’ (Back Office System) Bookings to prevent possible customer complaints
 Tasked to support newly hired agents to ensure that they are properly guided in the account’s procedures, policies and guidelines
 Monitor CMS for Incoming Calls and Break Schedules and Attendance of Agents on Avail Mode
INBOUND CUSTOMER SERVICE REPRESENTATIVE
(EXPEDIA.COM – TRAVEL & HOSPITALITY)
Peoplesupport Inc. Phil
March 2007 – January 2009
 Assists an average of 60 customers daily about their travel itineraries (Flights, Hotels, Tours, Car Hires and Transfers) such as
booking arrangements, amendments and cancellations, policies and procedures
 Well trained in offering additional services as an addition to their current itineraries
INBOUND CUSTOMER CARE REPRESENTATIVE
(UNITED AIRLINES - MILEAGE PLUS – TRAVEL & HOSPITALITY)
IBM daksh Philippines Inc.
November 2006 – March 2007
 Assists 150 customers daily about mileage, flight inquiry, flight and mileage policies & procedures, and account check
 Assists members regarding Mileage Plus Enrollments and/or their account changes & updates, consolidation, securing and
cancelling, credit card payments for promotional certificates, mileage purchases, non-flight bonuses, promotion registration
payments etc.
 Prepares Monthly Strategy for the purpose of signing-up customers to Mileage Visa
REPORTS AND MANAGEMENT INFORMATION SPECIALIST
(MULTIPLE ACCOUNTS)
Vision-X Incorporated Philippines
July 2005 – May 2006
 Acts as the single point of contact for Workforce Management with Operations and other departments regarding any related issues
specific to each unit
 Provides comparative analysis on KPIs (AHT, Sales, Attendance, etc.) & Operation productivity reports
 Represents as the Local Representative of Workforce Management in any daily international client conferences concerning
Workforce Management and Operations
 Handled the following accounts: DETTO (16 Agents); LA Times (21 Agents); Newport News – 24/7 (107 Agents); Vonage (120
Agents)
INBOUND CUSTOMER SALES REPRESENTATIVE
(NEWPORT NEWS / SPIEGEL – RETAIL SALES & CUSTOMER SERVICE)
Vision-X Incorporated Philippines
September 2004 to July 2005
 Assists 30 customers daily through over the phone order taking, order status inquiry and other related matter
 Consistent Top Seller in acquiring and renewing club memberships and in generating the highest total upsells
 Prepares strategy for the purpose of acquiring or renewing of club membership, and requisite merchandise up-selling

4. GRAPHICS AND WEB DESIGNER / PHOTOGRAPHER
Desktopstaff Inc. – Outsourcing Company
May 2004 – September 2004
 Conceptualizes ideas and designs for websites, graphic layouts, photo shoots, brochures, business cards, photo shoots and other
related advertising and signage materials
PHOTOGRAPHER, CREATIVE DIRECTOR, GRAPHIC DESIGNER & ACCOUNT EXECUTIVE
PIM Events & Advertising Media Company
January 2004 – May 2004
 Conceptualizes ideas and designs in all forms of media (AVPs, TVCs, Graphic Layouts, 3D Rendered Objects, Interior & Exterior,
Billboards and Event Concepts) and Markets the services of the company
SENIOR GRAPHIC DESIGNER, ARTIST & PHOTOGRAPHER
Kodak Image Wizard
November 2002 – January 2004
 Conceptualizes layouts for digital photographic effects. Conducts photo shoots, process pictures enhancements
EDUCATIONAL BACKGROUND:
 COLLEGE
Bachelor of Science in Business Administration: Major in Computer Application
De La Salle University – College of Saint Benilde / SY 1997 – 2002
 HIGH SCHOOL
St. Mary’s of the Woods School (5th
Honorable Mention) / SY 1993 – 1997
TRAININGS, SEMINARS AND CONFERENCES ATTENDED
MANAGEMENT:
 Discipline 101 – (Human Resource: Xerox Business Services Solutions Philippines Inc.)
 Six Sigma and DMAIC Methodology – (Janam Sandhu)
 COPC Training (Performance Management Training System) – (Aegis PeopleSupport)
 The 7 Basic Quality Control Tools – (Gemba Academy)
 5 Types of Motivation for Sales People – Leadership and Training for Sales Managers – Rich Grof (Master Sales Coach)
 5 Steps of Effective Sales Management – Tony Gattari (Achievers’ Group : Business Video Vitamin Webinar)
 The Art of Sales Management – Gary Tilkin Consultants Incorporated
 The Best Practices in Account Management – Adrian David - Whetstone Inc.
SALES:
 Sales and Love Affair – (Jack Vincent for TED)
 Sales Management Training & Forecasting Secrets – Murray Smith (Revenue Labs, LLP – Virtual Sales Manager)
 Certificate of Social Media Marketing - The Complete Course – (Academy of SOcialMEdia)
 What is Sales and Networking – (Amway)
QUALITY CONTROL:
 Tools & Techniques for Total Quality Management – (IIMTS : International Institute of Management & Technology Studies)
 Project Quality Management, Tool, Techniques and Processes – (Academy for International Modern Studies (AIMS) Education UK)
 Basic Excel Visual Basic Training – (Tiger Spreadsheet Solutions)
 Six Sigma Orientation for Quality Assurance Analysts – (Aegis PeopleSupport)
 COPC Training (Performance Management Training System) – (Aegis PeopleSupport)
 Manila Recertification Program for QA – (Aegis Peoplesupport)
 Proper Coaching Techniques for QA Analysts – (Aegis Peoplesupport)
TELECOMMUNICATIONS:
 Online Telecommunications Certification Lessons – Teracom Training Institute
 ODN Planning & Design – ZTE Philippines
 Pre-5G: building the bridge to 5G – ZTE Philippines
ENGLISH PROFECIENCY:
 IELTS (International English Language Testing System) General Training – (IDP IELS Manila)

5. PHOTOGRAPHY:
 Creative Lighting Photography Techniques – (PCCI)
 Basic Filming Techniques Workshop – PIM Events
 Basic Photography & Portraiture Photography - Basic and Beyond Photography Workshop, Product Design & Development Building
(Society of Portrait Photographers of the Philippines – SPPP) Cultural Center of the Philippines
COMPUTER SKILLS
 MS Office / Openoffice.org / Microsoft Outlook / Dropbox / Webex Meeting /Avaya CMS / Verint / Quickbase / Fizzback / Compass
 NICE / AS400 / TALISMA Netagent / WINSCP / Aspect / Adobe Photoshop / Macromedia Dreamweaver / HTML / Evernote / Lotus
Notes /
PERSONAL DATA :
 Single. Loves pets, cooking, photography, travelling, video games, volleyball, tech and gadgets
CHARACTER REFERENCE :
 Leon Hong / Account Director : ZTE Philippines Inc.
E-mail: leon@zte.com.cn / Mobile#: +63 (917) 813.1148
 Augusto Cruz / Project Director (BellTel IBS) : ZTE Philippines Inc.
E-mail: augusto@zte.com.cn / Mobile#: +63 (927) 415.5880
 Edy Exaltacion / Sr. Site Business Unit Manager: Xerox Business Services Solutions Philippines Inc.
E-mail: e.exaltacion@gmail.com / Mobile#: +63 (998) 559 8541
 Katharine May Muñoz / Corporate, Executive & Life Coach
E-mail: Katharine.may.munoz@gmail.com / Mobile#: +63 (917) 542 6392 / +63 (998) 953 4291 / Landline#: +632 503 5153
 Rolland Dave Dueñas / Senior Trainer : Xerox Business Services Solutions Philippines Inc.
E-mail: Rollandave.Duenas@xerox.com / Mobile#: +63 (917) 720 0656