Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jerome Layones

Calgary,AB

Summary

Dynamic professional with a proven track record . Skilled in problem-solving and decision-making, I have successfully enhanced team performance through targeted coaching and collaboration, driving significant improvements in productivity and employee engagement.

Overview

16
16
years of professional experience

Work History

Admissions Assistant

Rosewood College
12.2024 - Current
  • Answered phones, called prospects and handled initial email contacts for applicants to different program.
  • Assisted applicants with admissions packet and served as point of contact throughout admissions process.

Operations Manager

Onenix Connect BPO
09.2021 - 11.2023
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.


Team Leader

TaskUs
10.2020 - 09.2021
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.


Team Leader

Iqor Ph
04.2018 - 10.2020
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.


Team Leader

VXI Global
06.2016 - 04.2018
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.


Quality Analyst

IBEX Global
04.2014 - 06.2016
  • Analyzed quality and performance data to support operational decision-making.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Front Desk Customer Service Representative

Firstsource Solutions
07.2009 - 01.2014
  • Supported sales initiatives by informing potential customers about available promotions or special rates when handling reservation inquiries.
  • Consistently maintained an organized workspace at the front desk, contributing to a professional atmosphere in the hotel lobby area.


Education

Associate of Science - Computer Science

Adamson University
Manila Philippines
03-2024

High School Diploma -

Dr. Arcadio Santos High School
Pholippines
03-1997

Skills

  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Organizational skills
  • Decision-making
  • Problem resolution

Languages

English
Full Professional

Timeline

Admissions Assistant

Rosewood College
12.2024 - Current

Operations Manager

Onenix Connect BPO
09.2021 - 11.2023

Team Leader

TaskUs
10.2020 - 09.2021

Team Leader

Iqor Ph
04.2018 - 10.2020

Team Leader

VXI Global
06.2016 - 04.2018

Quality Analyst

IBEX Global
04.2014 - 06.2016

Front Desk Customer Service Representative

Firstsource Solutions
07.2009 - 01.2014

Associate of Science - Computer Science

Adamson University

High School Diploma -

Dr. Arcadio Santos High School

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Jerome Layones