See How Many Clients You're Missing Each Month
Simply enter your business email & Topline AI Agent will show you.
Anna Marie Garcia
- Claim this Profile
Bio
Credentials
-
Social Media Management In-depth course
Filipino Virtual AssistanceFeb, 2020- Apr, 2026 -
Writing Customer Service Emails
LinkedInDec, 2018- Apr, 2026 -
Business Writing Principles
LinkedInApr, 2018- Apr, 2026 -
Learning SharePoint Online
LinkedInApr, 2018- Apr, 2026 -
Figuring Out Your Next Move
LinkedInMar, 2018- Apr, 2026 -
Getting Promoted
LinkedInMar, 2018- Apr, 2026 -
Leadership Blind Spots
LinkedInMar, 2018- Apr, 2026 -
Managing Up, Down, and Across the Organization
LinkedInMar, 2018- Apr, 2026 -
Anger Management
LinkedInFeb, 2018- Apr, 2026 -
Learning to Be Approachable
LinkedInFeb, 2018- Apr, 2026 -
Managing Customer Expectations for Managers
LinkedInFeb, 2018- Apr, 2026 -
Communication Foundations (2013)
LinkedInSep, 2016- Apr, 2026 -
Communication Tips Weekly
LinkedInAug, 2016- Apr, 2026 -
Connecting with Peers in the Workplace (2014)
LinkedInAug, 2016- Apr, 2026 -
Decision-Making Strategies
LinkedInAug, 2016- Apr, 2026 -
Effective Listening
LinkedInAug, 2016- Apr, 2026
Experience
-
Simplex360
-
United States
-
Project Manager
-
Mar 2021 - Dec 2022
-
United States
-
-
-
MultiplyMii
-
Philippines
-
Account Manager
-
Nov 2019 - Mar 2021
-
Philippines
. • Manage client accounts and build strong, long-term relationships with clients • Ensure client needs are met and their goals are achieved through proactive account management Oversee the day-to-day operations of accounts, including monitoring project progress and deliverables.• Prepare reports and presentations for client meetings, providing updates on account performance and key metrics. • Monitor the accounts’ progress, identifying improvement areas and implementing necessary actions. • Maintain accurate and up-to-date account records, ensuring all information is documented correctly. • Collaborate with internal departments to resolve customer issues and address inquiries promptly.• Handle customer inquiries and complaints, providing practical and timely solutions. • Develop and implement strategies to increase customer satisfaction, loyalty, and account growth. • Stay up-to-date with industry trends, market dynamics, and regulatory requirements to provide relevant insights to clients.
-
-
-
Appen
-
Region XI - Davao, Philippines
-
Associate Project Manager
-
Jul 2016 - Nov 2019
-
Region XI - Davao, Philippines
• Communicate in a timely, clear and concise manner to stakeholders.• Build and manage a virtual roster of proficient consultants that meets or exceeds program targets.• Take fiscal responsibility for delivering required number of production hours for assigned programs.• Provide daily, weekly and monthly reports and analysis as required.• Analyze and evaluate statistical reports as a means to proactively identify and improve individual and roster results and improve client satisfaction.• Execute day-to-day dynamic operational processes and adapt to changing client needs and expectations.• Actively participate in quality service improvements.• Assist in the development of guidelines and training material as well as annotate data for new or existing programs.
-
-
-
Sutherland Global Logistics
-
Tarlac City Philippines
-
Team Manager
-
Jul 2014 - May 2016
-
Tarlac City Philippines
• Manage internal and client metrics; focus on controlling shrinkage and attrition• Effectively lead, develop and manage a team of high performance professionals• Provide feedback on team members’ performance; write and deliver annual• appraisals• Ensure productivity and performance goals are met• Handle client escalations to ensure satisfaction• Handle top-level/complex customer escalations and provide resolution• Consistently use and promote recognition programs; develop, implement and• promote performance incentives• Demonstrate the company culture by leading through example in both behavior• and attitude• Use expert communication skills to participate in calibration sessions and• conference calls• Analyze and interpret data to identify root causes of issues; suggest improvements• Develop action plans to improve team performance• Audit calls and give feedback to team members• Respond to contact coaching requests• Maintain detailed performance reports• Drive team performance and motivation
-
-
-
iQor
-
Clarkfield Pampanga, Philippines
-
Assistant Vice President
-
Mar 2009 - Jul 2014
-
Clarkfield Pampanga, Philippines
• Manage internal and client KPI’s; focus on controlling shrinkage and attrition• Oversee client engagement on all levels• Ensure a high quality customer experience to improve customer satisfaction• Implement and manage operational process guidelines and governance models• Attain all efficiency metrics of the program as defined by SOW• Coach team leads/supervisors by establishing a thorough and measurable call• monitoring program• Support Team leads/Supervisors and consultants by providing back-up floor• assistance• Evaluate and manage performance• Deliver well-organized program reviews to senior management and external• clients• Handle top-level customer and client escalations and provide issue resolutions• Partner with Quality to ensure quality metrics are being met• Oversee Quality control and PIP• Adhere to SLA’s and work processes; manage cost effective operations• Ensure 100% compliance to SLA and agreement terms as agreed with the client in• scope of work• Establish team goals and conduct performance appraisals• Complete reports and data analysis and execute business plans• Schedule and conduct team meetings and provide constant communication on• product and policy updates• Involve in recruitment by conducting interviews and screen applicants• Attend call calibration with the clients• Assist in the career development of supervisors and contact center professionals• Ensure all program metrics are being met• Effectively lead and develop diverse team members
-
-
-
Sutherland Global Logistics
-
Clarkfield Pampanga, Philippines
-
Team Manager
-
Nov 2007 - Mar 2009
-
Clarkfield Pampanga, Philippines
• Supervises and manages CSRs and ensure that all program metrics are being met• Provides weekly performance coaching and conduct weekly quality monitoring• Audit calls and give feedback to team members• Creates and improves processes for daily operations use• Keeps track of CSRs’ performance, coaching opportunities, violations or• disciplinary sanctions• Handles call escalations and provides resolution to ensure customer satisfaction• Attends JCM or joint call monitoring with the client• Attends client meetings and conference calls• Maintain detailed performance reports• Drive team performance and motivation• Extract reports and analyze data to be able to know the root causes of the• issues/problems
-
-
Education
-
2006 - 2010Saint Louis University - Maryheights Campus, Baguio City
BS of Commerce major in Financial Management, Business/Commerce, General
Suggested Services
This profile is unclaimed. These are suggested service rates with 0% commision upon successful connection
Industry Focus. “Advertising Services”
Need a custom project? We'll create a solution designed specifically for your project.
References
Community
