Experience

MarketPro Homebuyers

• United States
• Real Estate
• 1 - 100 Employee

• Team Leader

  • May 2022 - Present

• Virtual Assistant

  • Aug 2017 - May 2022



1000CallsADay.com

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Virtual Assistant

  • Aug 2017 - Jul 2020

  Work Description: - Dial/call leads given or provided by the real estate agent (client).- Know how to properly nurture leads.- Gather important details of prospects to help the real estate agent (client) to proceed with their job.- Set all qualified appointments accordingly.- Provide real time updates/reports- Follow all instructions/tasks given by the real estate agent (client). Work Description: - Dial/call leads given or provided by the real estate agent (client).- Know how to properly nurture leads.- Gather important details of prospects to help the real estate agent (client) to proceed with their job.- Set all qualified appointments accordingly.- Provide real time updates/reports- Follow all instructions/tasks given by the real estate agent (client).



Freelancer

• Software Development
• 1 - 100 Employee

• Freelancer

  • Feb 2017 - Jul 2017

  e-retail, tutorial services, proof reading e-retail, tutorial services, proof reading



Convergys

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

• Team Leader

  • Jun 2015 - Feb 2017

  Work Description-Telstra Mobile Care: Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives. - Coach and mentor new hires in immersion to prepare them with their entry in production.- Take escalation calls and also case manage assigned complaints service requests.- Work hand in hand with production team leaders to properly endorse the Immersion graduates.-Take in 4 hours call per month so that we can still apply our product and processes knowledge that can help us coach our consultants better.- Conduct group huddles for updates and roll-outs

• Team Leader

  • Nov 2013 - Jun 2015

  Work Description-Telstra CAE (Residential Building): Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. - Coach and mentor new hires in immersion to prepare them with their entry in production.- Take escalation calls and also case manage assigned complaints service requests.- Manage the SME (Subject Matter Experts) assigned to support the ongoing immersion classes. Help and mentor these SMEs to create a development plan for their career in Convergys. - Manage schedule patterns, changes, scorecards for the Immersion SMEs.- Work hand in hand with production team leaders for pull-outs of performing consultants to support the 1:1 support ratio for consultants in immersion.-Take in 4 hours call per month so that we can still apply our product and processes knowledge that can help us coach our consultants better. -Conduct group huddles for updates and roll-outs



STARTEK

• China
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Team Leader

  • May 2013 - Oct 2013

  Work Description-Time Warner Cable: Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. - Scrub Sales orders that were created by the agents to make sure that there are no errors.- Toggle the skilling of the agents from voice to chat to manage the queue for both skills. - Conduct group huddles for updates and roll-outs



Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• Coach

  • Dec 2012 - Apr 2013

  Work Description- ECOLAB Help Desk: Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. - Scrub Open tickets/ Open Incidents so that we can assign it to the correct group, assign it to agents to follow-up and resolve the issue and eventually close the open incidents and tickets -Conduct group huddles for updates and roll-outs

• Coach

  • May 2010 - Dec 2012

  Work Description-Lexmark: Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. - Scrub CSAT Returns to categorize the reasons of the customers’ dissatisfaction with the service and products. -Conduct group up-training sessions Lexmark products, services and processes.

• Coach

  • Dec 2008 - May 2010

  Work Description- ATT U-Verse: Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. -Conduct group training sessions on AT&T U-verse products and services.

• Coach

  • May 2008 - Dec 2008

  Work Description- Equifax PSOL: Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. -Develop sales techniques of each customer service representative to drive revenue growth. -Monitor interaction between staff and callers to ensure quality assurance standards. -Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. Conduct group training sessions on financial products and services.