Head Of Device Protection

• Jan 2021 - Present

Deputy Manager for Accounts & Billing Dept.

• Sep 2020 - Present

• Handle a big group of agents working remotely from the Philippines, Canada, and Argentina• Take responsibility for the overall performance of the agents• Oversee daily operations of the team and ensure daily objectives are met• Ensure that all inquiries on all platforms (chats, calls, emails) are accommodated• Develop and implement a scalable plan to achieve objectives• Work very closely with the QA analyst to ensure team and agent performance are on track and provide support through training and coaching• Develop plans based on existing data and current trends to address performance gaps• Set targets, performance plans, and rigorous, objective standards for all customer representatives• Develop the team through motivation, coaching, and product knowledge education• Build, maintain, and continually update existing processes and procedures, and the existing database• Conduct training and coaching sessions, and conduct performance reviews, to help develop the team further• Improve current metrics and KPIs along with the support and help of the department manager and QA analyst• Resolve escalated customer issues and customer complaints• Act as the key point of contact for all company-wide and departmental updates • Communicate clear instructions to team members• Work on tasks that may be assigned by direct manager Show less

Quality Analyst for Billing and VPA

• Oct 2019 - Sep 2020

• Establish formal QA processes, ensuring that the department is using industry-accepted best practices.• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and improving and developing new processes to ensure quality goals are met.• Act as a key point of contact for all QA matters and provide support in ensuring the department operates toward its goals.• Regularly update databases based on QA audits conducted.• Conduct QA audits on a regular basis and monitor all operations that affect the quality• Report all subpar QA results to department manager to ensure immediate action• Facilitate proactive solutions by collecting and analyzing quality data• Review current standards and policies, propose and implement improvements as needed• Keep records of quality reports, statistical reviews, and relevant documentation• Keep the deputy manager updated on the team and agents’ performance based on QA audits and data, and provides structured and timely recommendations either verbally or in writing• Conduct training and coaching sessions on quality policies and procedures from time to time and when necessary to ensure agents meet quality standards Show less

Executive Administrative Virtual Assistant

• Aug 2019 - Nov 2019

Email Marketing And Community Support Specialist

• Jan 2019 - Jul 2019

Role: Interacted with the company’s prospects and clients (when necessary) to provide information about the products and services, respond to client complaints, and address queries. Attracted potential clients by suggesting information about other products and services and keeping the clients fully engaged. In-charged of Active Campaign and Ontraport operations for all email marketing or drip campaigns.Responsibilities Community SupportHandled customer queries on FreshDesk, Facebook, Drift, and other external communication channels. Escalated queries and concerns to the Head of Client Support and Services when necessary.Helped the prospects move forward to the next logical step(s) in the Love Warrior Life PathHandled social media engagements when necessaryCurated content copies for social media publications including but not limited to quote cards, blog posts promotions, and testimonialsHelped in investigating and solving clients' problems/issues/concerns, which may be complex or long-standingPerformed tasks that may be assigned from time to time including but not limited to researching, checking and updating clients’ contact information, and training newly hired Community Support SpecialistsEmail Marketing ManagementUploaded and scheduled all approved email copies to Ontraport and Active CampaignPerformed quality checks for all emailsEnsured that email best practices are being followedCreated lists, groups, sequences, and tags for all email/drip campaigns in Ontraport and Active CampaignChecked spam scores and ensure high open and click-through rates on both email platformCoordinated with Ontraport/Active Campaign support team for any concerns/issues regarding email deliverability Show less

Customer Service Virtual Assistant

• Dec 2018 - Jan 2019

Work-at-Home Operative

• Aug 2011 - Nov 2018

• Managed 7 Operative Assistants and mentored 400+ Agents in Work-At-Home community in the span of 7 years.• Supported all operational aspects of the kgb Work-At-Home community• Led a team for a US client in the business of Government Services (handled 2-way text inquiries, requests, and complaints about government-related information and non-emergency services)• Assisted in the development of management staff through motivating, recognizing, and developing their progress and performance. Trained and mentored Agents in areas that needed improvements; handled escalation processes, provided subject matter expertise on answering SMS inquiries and ensured training needs of Agents were met. Evaluated Agent performance on a weekly basis and coached and trained accordingly, increasing quality of work and Agent motivation.• Ensured proper processes are in place for the At-Home community so that the kgb_ brand is represented properly• Monitored, identified and resolved performance, behavior and attendance issues for a team with 16 to 30 Agents.• Managed duties that support the needs of business, employees and customers Show less

Work-At-Home Operative Assistant

• Jun 2010 - Aug 2011

• Assisted with Approvals and Request Help• Reviewed RAH for any inappropriate work by Agents and removed answers appropriately• Manned the ‘Work Stuff’ room in chat and answered Agents’ questions (and the Quality Agent room); ensured a professional work environment in chat by enforcing all rules, regulations and protocols• Supported the ‘Contact an Operative’ queue• Assisted with Simulation and Standard Batch reviews• Assisted with other duties as assigned

Work-At-Home Special Agent

• Feb 2010 - Jun 2010

• Rendered services by reviewing and validating answers populated automatically• Performed a search for information to obtain appropriate answer to an inquiry and provided an accurate response in a timely manner, all via short messaging service (SMS)

Level 2, Technical Support Representative (Chat, Voice & Email)

• Jun 2006 - Feb 2008

• Answered technical questions and queries about AOL software and other connected technical problems • Checked the users’ system requirements • Installed and uninstalled of software • Answered queries and troubleshooted windows and browser problems • Informed users regarding efficient use of the AOL Software, operating system and browser ACHIEVEMENTS: • Ranked 2nd overall among Technical Chat representatives as of December 2007, Q4. • Mythical 5 (Top 5 employees for the TechLive queue) for more than 5 consecutive weeks and recognized by the Site Director Ms. Doreen Thibodeaux among other Mythical 5’s of other department. • Top-ranked the LEVEL II exam (February 21, 2007) for the Technical Live Consultant (scored 99%), a first in AOL. • WORLD CLASS CUSTOMER SERVICE certificate awardee for contributing to the achievement of 85% MSI (Member Satisfaction Index) in AOL, PI. • Recognized last August 2006, September 2006, March 2007, April 2007 and May 2007 as the MOST VALUABLE PLAYER AWARD per team Show less

Data Technician

• Apr 2004 - Jun 2006

Input and manipulated paper/electronic data to produce interactive electronic documentation. • Converted text data to be viewed electronically the same as the hard copy • Converted Framefiles into XMLs using Webworks • Created List Definition Files (LDFs) • Incorporated Hypertext links • Cropped, Inserted and Hotpointed graphics and PDFs • Checked own work and created errorlogs (including client’s errors in original text) at the end of each process (QA) • Bookbuild book • Data Encoding Show less

Freelance Part Time Tutor (High School Subject Tutor)

• Jul 2005 - Sep 2005