Experience

X10 Technologies
• Canada
• IT Services and IT Consulting
• 1 - 100 Employee
• Project Manager

  • Mar 2020 - Present


Appen

• IT Services and IT Consulting
• 700 & Above Employee

• Project Manager

  • May 2016 - Nov 2019

  Main task is to manage a virtual roster of independent contractors to ensure we meet or exceed project or program targets set by the client. Specific responsibilities are: - Working with a group of project managers and associate project managers who are located in different offices or headquarters in the US and UK in managing a project to ensure we meet or exceed project requirements set by the client and communicating using MS Outlook for emails and MS Teams chat application for instant messaging and coordination. - Address raters concerns and questions in relation to project requirements, tool issues and payment, which are received through emails in Outlook or through the company’s ticketing system. - Monitor availability of jobs/data in the client’s tool to ensure raters have sufficient work to do on a daily basis. - Communicate to the client through email or through the client’s system whenever jobs/data run out of their tool and/or if there are technical issues in the tool. - Launch a new or pilot project by creating and setting up the project in Appen’s system and coordinating with the Recruitment team on staffing requirements. Creating a qualification process including a qualification quiz using the guidelines provided by the client. Raters who are screened for the project will go through the qualification process to qualify for the project. - Creating and preparing the client invoice file at the end of the month to determine how much we will be billing the client based on the jobs completed by the independent contractors/raters. - Leading a weekly or bi-monthly meeting with the team of project managers and associate project managers to discuss project updates. - Updating the weekly business review deck, and providing data and analysis for the quarterly business review deck through the MS PowerPoint application to showcase project and rater performance such as productivity and quality. Show less



Virtual Coworker Pty Ltd

• Virtual Admin and Research Assistant

  • Jul 2015 - Mar 2016

  Main task is to provide support and assistance to website/app developer/founder and its subscribers as an Agent. - Conducts research online and provide recommendations on tools that can help streamline the prospecting and lead generation process, managing customers/subscribers, such as Salesforce.com, MailChimp, Pardot, Desk.com, web conferencing and appointment scheduling tools, in the development stage of the website and mobile application; - Serves as Agent who provides support to prospects and customers/subscribers in terms of onboarding and managing their accounts once they sign up for a subscription. Activities include conducting demo of the website/mobile app, onboarding new users, optimizing their accounts to ensure the news results on their saved searches are relevant by adding/removing specific words, or using alternative words, and conducting monthly session, as part of the managed service; - Creates, develops and manages the content of the app's/website's Support/Help Center by writing articles, creating video tutorials on topics such as How To’s and Tips; - Generates leads through LinkedIn Sales Navigator, Salesforce.com and Data.com. Show less



Brenthaven

• United States
• Manufacturing
• 1 - 100 Employee

• Inside Sales Representative

  • Apr 2014 - Sep 2014

  Main task is to provide support and assistance to Retail Channel Sales Manager in managing the Retail Channel of Brenthaven. - Serves as first point of contact for purchase order inquiries and order status request from Retail customers and partners within US and Canada, Apple Resellers and Distributors in South America, Europe, Asia and Australia; - Coordinates with Supply Chain to ensure there is enough inventory available for Retail customers and partners; - Participate in inventory forecasting and provides recommendations to Supply Chain on purchase order placement with factory for inventory replenishment during weekly inventory meetings; - Prepares Weekly Sell Through Report for management team to determine weekly sales from the different resellers and distributors; identifies problem areas and provides analysis and recommendations by sending the report through email to management team, and discuss during the Weekly Sales Channel meeting; - Prepares ad-hoc reports as requested by the Retail Channel Sales Manager, Supply Chain team, management team, and resellers; - Maintains pricing catalogue for different resellers and distributors; - Prepares the New Product Information catalogue for newly released products to be provided to resellers and distributors; sets up new products on resellers website if needed; Works with the product development team to provide the pertinent information on these newly released products; - Assists the Logistics Coordinator in preparing shipping documents for overseas shipments as per specific country requirements - Assists Apple distributors and resellers in Europe, South America and Asia Pacific in maintaining inventory levels, and coordinates with Supply Chain team and the warehouses in Europe and Asia to fulfill purchase order requirements; - Manages the Amazon Marketplace product catalogue and ensures that there is enough inventory on a weekly basis; Show less



HP

• Azerbaijan
• Online Media

• Supervisor

  • Jun 2011 - Mar 2014

  - Supervises a team of twenty-four (24) Customer Service Representatives (CSRs) managing South Pacific Enterprise accounts which consists of Government, Commercial and Global customers who order directly with HP, in terms of Order Management and post-sales queries such as order status, estimated delivery dates, invoicing concerns, logistics concerns, claims such as shortages and damages - Supervises two (2) Team Leaders who manage a team with ten to fourteen CSRs; split between Government and Commercial & Global sectors; they are the first level of escalation for any customer and/or internal stakeholders concerns - Supervises one (1) Subject Matter Expert who manages invoice disputes raised by customers; - Acts as second level of escalation for any customer and/or internal stakeholders concerns, such as CSR performance and service levels, and urgent requests for immediate order processing, allocation, production at factory, delivery, credit hold release, and invoicing; - Assists the Hub Trainer in creating and implementing processes that are compliant to internal and external audit parameters, which are aligned to HP’s Standards of Business Conduct - Ensures CSRs are able to meet the individual and team goals (quantifiable or qualitative), set at the beginning of the fiscal year, on a monthly basis; these goals are based on APJ Region strategies, such as Sales Order turnaround time, Order to Delivery turnaround time, - Conducts regular quarterly and bi-annually formal and written performance feedback with CSRs and Team Lead, monthly informal performance feedback or as necessary, to discuss where they are at against their goals (quantifiable or qualitative) to improve on their performance and service levels, decision-making and communication skills. - Drives revenue maximization on a weekly, monthly and quarterly basis on orders that have already shipped from factory, ready for delivery, and/or already delivered to customer site. Show less



Rainmaker Asia

• Hong Kong
• Financial Services
• 1 - 100 Employee

• Account Supervisor

  • Apr 2006 - Jun 2011

  Logistics Supervisor for CaseStack, Inc. - Supervises the Manila operations of the Wal-mart Consolidation Program, overseeing the day-to-day activities of the CSRs with regards to load tendering to partner carriers, securing delivery appointments with Wal-mart via Retail Link, tracking the status of the loads from pick up to delivery. - Supervises the Claims Manila team, which handles the filed claims of customers concerning overages, shortages, and damages disputes. - Creates processes for effective tracking of status of loads/orders and that these are updated in the client’s administration website in a timely manner. - Implements processes that are put in place by the client with regards to approving of orders, tracking via truck load and less-than-truckload carriers, updating orders in the administration website, obtaining rates from partner carriers, and scouting for and booking of trucks. - Ensures that CSRs respond to customers’ inquiries through email within the 24-hour turnaround by monitoring their emails. - Coordinates with the client and CSR whenever there is a new account/customer to set process and expectations as to how the new account will be handled. - Responsible for screening and interviewing candidates/applicants whenever the client requires additional CSR in the account. - Responsible for training newly hired CSRs in the account. - Addresses concerns of CSRs on issues related to payroll, attendance, benefits/incentives, equipment (computers, software/programs, and telephone). - Prepares quarterly scorecards and appraisals to evaluate the performance of CSRs and provide recommendations for areas of improvement. - Conducts coaching and mentoring sessions with CSRs to improve on their performance, decision-making and communication skills. Show less



Qinteraction

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Representative/Logistics Specialist

  • Apr 2004 - Mar 2006

  - Provides support to off-shore managers via email, instant messaging and telephone and fax; - Tracks shipments via telephone, internet and/or email and update client’s administration website in a day to day basis so customers can see the progress of their shipments; - Arranges transportation by scouting and booking for trucks for US-based customers’ shipments and makes sure they are delivered on time and in good condition; - Responds to customer queries via telephone, email and/or instant messaging; Show less