Monitoring Service Team Leader

• Jun 2023 - Present

Formerly Emerson Commercial & Residential Solutions Formerly Emerson Commercial & Residential Solutions

Monitoring Service Team Leader

• Feb 2023 - Present

As a monitoring service Team Leader I supervise a team of Monitoring Technicians I and Senior technicians in handling alarms from refrigeration and HVAC controllers from various supermarkets and cargo shipments. - I'm exposed to handling 30-35 Technicians in a rotating shift - Handles a group of Shift Leaders - Manages target KPIs like CSAT, FCR, Productivity, and Attendance. - Plans manpower and Queue management. - Conducts strategic planning with shift leads and other leaders for continuous development. - Conducts behavioral and performance coaching for technicians and shift leads. - Showcases extreme focus in being goal-oriented, collaborative, and takes full accountability of results. Show less

Business Owner

• Jun 2020 - Present

Thrift online bookstore in the Philippines. Thrift online bookstore in the Philippines.

Production Team Leader

• Mar 2021 - Jan 2023

1. Interviewed 5+ applicants for final interview daily, paying attention to detail and clearly communicating job requirements to potential candidates. 2. Oversees 14-16 agents in a team skilled in assisting customers in Inbound and outbound calls, web/email, and chat cases. 3. Ensured agent profile is managed and kept up to date depending on business movements using WORKDAY. 4. Polished timekeeping using TimeWarp, Teleopti/NICE IEX for agents to avoid salary disputes while working closely with WFM. 5. Proficient in data analysis using google sheets/excel and extracting reports in PowerBi for performance analysis and reports, and keeping managed KPIs, SA, and SL agreed with the client. 6. Conducts 10-15 quality audits per day aligned to Quality Rubrics and provides real-time agent feedback for performance development. 7. Facilitated Team meetings for performance review and upskilling, and conducted 1:1 coaching for individual agent development. 8. Helped develop numerous agents into Team Leads, Quality Analysts, and Workforce Planners. 9. Conducted employee engagement within the team, and worked closely with operation managers to operations directors to help with reports for weekly business review. 10. Handles 10-15 supervisor calls a week turning unfortunate scenarios into great customer service Show less

Subject Matter Expert

• Apr 2020 - Mar 2021

1. Team handling SME who oversees 6-10 agents in a team. 2. Provided real-time support to New Hire teammates by handling email, phone, chat, and outbound cases. 3. Facilitates team meetings for process updates within the business. 4. Proficient in data reporting, and root cause analysis for needed insights into team performance. 5. Ensures attendance commitment of the team, and helps solicit overtime hours if needed.6. Handles 20-30 calls per day providing great customer service. Show less

Teammate

• May 2019 - Apr 2020

Game Designer

• May 2022 - Oct 2022

Indie game development studio in the Philippines Indie game development studio in the Philippines

Junior Academic Consultant for Mathematics and Science

• May 2017 - May 2020

As a Jr. Consultant I was responsible for: - I train students in General Mathetics to Algebra 1&2, Geometry, and Trigonometry. - Helping students review for Sciences in particular to General Science, Physics, and Chemistry. - Handling Kinder - High school after class reviews both 1:1 ration or 1:5 ratio in a classroom setting. - Made reviewer plans for Science Highschool entrance exams. - Conducts review sessions for Kinder to Highschool Exams and entrance exams. - Helped students with booked 1:1 sessions with assignments in areas of General subjects, Mathematics, and Sciences. Show less

Virtual Administrative Assistant

• Oct 2018 - Mar 2020

As an administrative assistant, I work closely with the CEO to make sure things are sorted out for the clients. I handle the following: 1. Data Entry 2. Podcast post-production 3. Transcription 4. Market Research 5. Social Media Management As an administrative assistant, I work closely with the CEO to make sure things are sorted out for the clients. I handle the following: 1. Data Entry 2. Podcast post-production 3. Transcription 4. Market Research 5. Social Media Management

Freelance Virtual Admin Assistant

• Oct 2018 - May 2019

Customer Service Advisor II

• Nov 2017 - Oct 2018

Student Administrative Assistant

• Aug 2016 - Jun 2017

As a student assistant, I coordinate with professors and closely work inside the registrar to assist students of the college completions of their documents.This also involves discussions and guides of majors to students, payment related, document sorting.

Student IT Assistant

• Jun 2016 - Sep 2016

As a student IT assistant, my main job is to maintain cleanliness and regulation inside the computer laboratory. I also handle basic troubleshooting of computers, reformatting, PC Cloning, setting up of computers during main school events.