Experience

HitLights

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Customer Service Representative - Level II

  • Sep 2021 - Present

  • Advocated customer excellence by recommending, suggesting, and customizing product listings and application reviews, based on technical acuity. • Collected, audited, and analyzed data for reporting, tracking, and providing business insights to be utilized by Marketing, RnD, Sales, and Leaders. • Helped redesign and streamline processes to standardize and manage existing workflow to innovate and enhance customer experience and interactions. • Advocated customer excellence by recommending, suggesting, and customizing product listings and application reviews, based on technical acuity. • Collected, audited, and analyzed data for reporting, tracking, and providing business insights to be utilized by Marketing, RnD, Sales, and Leaders. • Helped redesign and streamline processes to standardize and manage existing workflow to innovate and enhance customer experience and interactions.



Freelance

• e-Commerce Landing Page Builder

  • Jul 2021 - Present

  • Managed, developed, and created landing pages and product pages using different e-commerce landing page applications: Shopify - Flourish Theme, Gempages, Pagefly, and ClickFunnel. • Maintain existing Shopify sites by adding new products, apps, forms, or other enhancements when needed. • Collaborated and participated in multiple projects with content developers and graphic designers to meet, complete, and exceed assigned tasks. • Familiarity with Project Manager Tools (Asana, ClickUp, and Monday.com), Communication Tools (Slack, Wecom, Hangouts, Zoom, and Google Meet), CRM Tools (Zendesk, Gorgias, Reamaze, Salesforces, and SAP) • Adept and a fast learner Show less



TopData Global IT Solutions

• Philippines
• IT Services and IT Consulting
• 100 - 200 Employee

• Quality Assurance Team Lead

  • Feb 2020 - Jul 2021

  • Headed and pioneered the Quality Team that started with 11 QA Analysts that grew to 27 diverse individuals that helped developed, advance, and influence more than 450 support agents.• Aligned, cultivated, and supervised the Quality Team to ensure continued support by conducting coaching sessions, upskilling, and training. • Utilized Data Analytics that is used for business insight, agent performance improvement, and managing risks and trending challenges.

• CSAT and Compliance Analyst

  • Feb 2019 - Feb 2020

  • Pioneered in measuring and streamlining of the Quality Process in Top Data to ensure compliance and delivery of excellent customer service experience through Quality Evaluations using an in house Quality Assurance Tool. • Performed data collection activities and analyzed data to generate Business Intelligence insight and reports.• Managed and facilitated huddles for a group of 25 support agents. Partnered and helped the Operations Team Leaders identify, analyze, and control impactful behaviors that will improve the teams performance and metrics. Show less

• Technical Support Representative

  • Oct 2017 - Feb 2019

  • Responsible for assisting customers via chat using SnapEngage and email through Zendesk Ticketing System. Managed sales, retention, and technical customer concerns to deliver excellent customer support by following and innovating customer interactions.• Identify, probed, and analyzed raised customer concerns when using the VPN services to provide correct troubleshooting steps that will help address the customer's concern completely that will leave a positive brand impression.• Collaborates with team members, Subject Matter Experts, Team Lead, and Quality Assurance to improve customer interactions in future contacts that will help increase sales conversion, retention, and positive customer satisfaction surveys. Show less



A to Z Services Qatar

• Qatar
• Facilities Services
• 1 - 100 Employee

• Administrative Assistant

  • May 2015 - Jun 2017

  • Handled and managed several projects; from cleaning, receptionist tasks, deep cleaning, and high-rise cleaning projects in Qatar. Core tasks includes; scheduling, forecasting, trending, reporting, analytics, training, and staffing of the different projects of A to Z Services Qatar that helped increase serviced projects and sales. • Provided administrative support and collaborates with different departments to ensure 100% staffing and operations is met on a daily basis. • Spearheaded and managed one of the biggest events in Qatar last 2016 Qatar ExxonMobil Open's Cleaning project under A to Z Services excellent cleaning team. Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Monitoring Specialists

  • Sep 2014 - May 2015

  • Conducted various call monitoring requests that helped team members improve, develop, and learn trade skills that translated into increased sales, customer satisfaction, and increased saved rates. • Analyzes, reports, and facilitates up-training of the team partner to drive reduced opportunities, meet the teams key result areas, and improve the team’s overall performance. • Managed, developed, and handled tools for evaluation like Google Sheets, Google Forms, Excel Sheets, Verint, and Remedy to help generate quantitative, qualitative, and business intelligence data. Show less



Aegis PeopleSupport, Inc.

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Quality Analyst

  • Feb 2013 - Sep 2014

  • Assessed remote, side by side, and live monitoring using Remedy Tool. Facilitated and handled internal, external, and client Calibration Sessions to improve and align the processes and rating according per client specifics. • Mentored, trained, and coached agents to have the right behavior that translates into habits that can generate sales, increased customer retention, and excellent customer satisfaction. • Collaborates with different departments like Training, Operations, Clients in stream lining the processes that leads to continuous improvement that translates into better customer interactions. Show less



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative Tier II

  • Dec 2010 - Apr 2012

  • Helped Tier I Technical Support Agents managed their customer interaction by guiding them on how to address technical and account related customer concerns. • Mentored and trained support agents to have the correct behaviors when assisting customers that will help translate that into habits that can generate sales conversion, reduced customer churn, and excellent customer service. • Collaborates with Operations, Quality Assurance, Training, and Support Agents to continually develop and improve the outlined processes that will help managed customer interactions better. Show less



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Training Assistant

  • Oct 2009 - Jun 2010

  • Conducted various training sessions on Customer Service, Product Specifics, Services, Technical Assistance, Call Handling Skills, How to handle Irate Customers to build the right agent behavior that can generate increased sales, better customer experience, and saves rates. • Instructional Design Documentation, Process Improvement, and Standard Training Procedures that aided the Training Team manage and facilitate training activities. • Core Competencies such as: Customer/Client Focus, Learning Orientation, Communication Proficiency, Technical Capacity, Teamwork Orientation, Planning/Organizational Skills, Presentation Skills and Facilitating Skills. Show less



Desserts Plus Incorporated

• Philippines

• Operations Supervisor

  • Aug 2007 - Aug 2009

  • Managed, handled, and ensured that 100% staffing and operations is met on a daily basis. Supervises a group of 15 store representatives. • Delegates, mentors, and train employees for their personal and career growth. • Core Competencies such as: Ability to supervise and manage a store, Ability to mentor and train people, Knowledge of in-store operations, Accounting and Book Keeping and Customer Centric Skills. • Managed, handled, and ensured that 100% staffing and operations is met on a daily basis. Supervises a group of 15 store representatives. • Delegates, mentors, and train employees for their personal and career growth. • Core Competencies such as: Ability to supervise and manage a store, Ability to mentor and train people, Knowledge of in-store operations, Accounting and Book Keeping and Customer Centric Skills.



McDonald's Philippines (Golden Arches Development Corporation)

• Philippines
• Restaurants
• 700 & Above Employee

• Store Activities Representative

  • Jun 2005 - Jul 2007

  • Developed, conceptualized, and implemented marketing programs that boosted sales and revenue by more than 20% during my stay with the company. • Conducted market research, competitor check, and product trending that helped analyzed and improve our product market share by 15%. • Facilitates marketing and event coordinating functions that helped the store increase customer traffic and customer engagement. • Developed, conceptualized, and implemented marketing programs that boosted sales and revenue by more than 20% during my stay with the company. • Conducted market research, competitor check, and product trending that helped analyzed and improve our product market share by 15%. • Facilitates marketing and event coordinating functions that helped the store increase customer traffic and customer engagement.