Experience

Mindful Health Life

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Customer Engagement Manager

  • Sep 2021 - Present

  ROLES & RESPONSIBILITIES- Oversees Customer Engagement Team to include training, scheduling and monitoring performance of all agents.- Creates and communicates processes for efficiency.- Ensures adherence to shift schedules for all team members and takes steps to course correct any noncompliance.- Actively answer tickets and field relevant tickets for Earth Echo and Danette May Brands.- Looking after all social groups and page activities, ensuring that all are being monitored accordingly like vetting in and out of members of each group page and answering messages sent through Facebook, Youtube and Instagram.- Monitors and maintains the accuracy of spreadsheets and other documentation needed on monitoring promotion incidents, reshipments, Members Facebook URL and membership, Shipping of gifts and freebies- Recommends and implements processes for improved efficiency in th department.- Monitors relevant Slack channels and posts all memos relevant to customer service and other channels as needed.- Conceptualizes, implements and tracks monthly and quarterly performance incentives.- Motivates and inspires the team to continuously provide top performance.- Conducts routine meetings for the team and ongoing training as needed.- Identifies strengths and weaknesses in a team and makes recommendations to leverage strengths and improve weaknesses.- Coordinate with other departments on issues as they arise.- Monitor daily shipping problems and errors. - Ensures all tasks for Earth Echo and Danette May funnels (email, phone, chat, social) are covered on a daily basis.- Building internal leads for the agents to communicate with and offer promotions and improve sales on a weekly basis.- Supervises the department's phone sales initiatives, both inbound and outbound. Pulls weekly data & creates relevant reports needed to monitor performance.- Conducts weekly 1on1 coaching sessions to help each individual agent perform at their best. Show less

• Customer Engagement Supervisor

  • Nov 2016 - Sep 2021

  ROLES & RESPONSIBILITIESOversees Customer Engagement Team to include training, scheduling and monitoring performance of all agents.Creates and communicates processes for efficiency.Ensures adherence to shift schedules for all team members and takes steps to course correct any noncompliance.Actively answer tickets and fields relevant tickets in Zendesk.Looking after all the Vetting in and out and process on Vetting Task.Monitors and maintains the accuracy of spreadsheets documenting members of various Facebook groups. Backs up these documents regularly.Recommends and implements processes for improved efficiency in th department.Monitors relevant Slack channels and posts all memos relevant to customer service and vetting teams in vetting memos and chs memos Slack channel.Conceptualizes, implements and tracks monthly performance incentives.Motivates and inspires team to continuously provide top performance on team.Conducts routine meetings for team and ongoing training as needed.Identifies strengths and weaknesses in team and makes recommendations to leverage strengths and improve weaknesses. Show less

• Vetting Team Supervisor

  • Nov 2016 - Mar 2020

  Ensures all clients are accurately vetted into correct Facebook groups related to their orders in a timely manner.ROLES & RESPONSIBILITIESOversees vetting team to include training, scheduling and monitoring performance of all vetters.Creates and communicates processes for efficiency for vetting team.Ensures adherence to shift schedules for all vetters and takes steps to course correct any noncompliance.Actively vets alongside vetting team and fields relevant tickets related to vetting in Zendesk.Adds all admin to new 30 Day Challenge groups before vetting begins.Follows step by step process to closes cyclic Facebook groups like 30 Day Challenge group and ensure all members are removed in a timely manner.Monitors and maintains the accuracy of spreadsheets documenting members of various Facebook groups. Backs up these documents regularly.Maintains contact list for vetting team and reaches out to vetters as needed.Recommends and implements processes for improved efficiency in vetting department.Monitors relevant Slack channels and posts all memos relevant to vetting team in vetting memos Slack channel.Conceptualizes, implements and tracks monthly performance incentives for vetting team.Motivates and inspires vetting team to continuously provide top performance on team.Conducts routine meetings for vetting team and ongoing training as needed.Identifies strengths and weaknesses in vetting team and makes recommendations to leverage strengths and improve weaknesses. Show less

• Vetter

  • Nov 2016 - May 2017

  Vetter (Nov 2016 - May 2017)The vetter will work directly with the Vetting Team Supervisor to ensure accurate and prompt addition and removal of paid clients to appropriate private Facebook groups.Research names of members requesting to join Facebook groups and validate receipts for orders to ensure members are added to correct FB groups based on current enrollments to various programs.Remove members who have canceled or refunded programs from various groups.Keep accurate documentation of members who are added/removed to/from Forever Fit- My Tribe FB group on provided spreadsheet.Keep accurate documentation of members who are added/removed to/from 6 Week Coaching FB group on provided spreadsheet.Remove all group members from 30 Day Challenge groups once they have been closed by the Vetting Team Supervisor.Monitor Slack channels for relevant updates especially vettingmemos, vettingchat and removefrom30DC channelsAttend meetings requested by Vetting Team Supervisor or Director of Customer Happiness Team.Use one of 3 vetting seats in Zendesk to handle tickets that are relevant to vetters. Show less


JRM Recruitment
• United Kingdom
• Head Of Administration

  • Jun 2020 - Present


Your Virtual Assistant Mhei

• Virtual Business Support

  • Jul 2013 - Present

  Virtual Business Support is your virtual partner, committed to providing professional administrative and support services in a variety of areas. We aim to provide accurate and transparent admin solutions. "Your Virtual Assistant Mhei" is your trustworthy, reliable, committed and experienced Virtual Assistant, helping you achieve more in your business. CURRENT PROJECTS: 1. Virtual Assistant (July 2013 - present) Reliable Promotions U.S. Inc Clearwater, FL 33756 - Order Processing - After Sales - Email Monitoring - Scheduling - Photo Editing and Text base artwork 2. Image Moderation (August 2014 - Present) Playmedia Berlin, Germany 3. Content Editor (December 2014- Present) Poppen.de Berlin, Germany 4. Virtual Assistant (February 2016-Present) Top Agent Ray Wood Toronto, CA - CRM (Infusion Soft) - Website Content Editor - Proofreading 5. Virtual Assistant (August 2016 - Present) Hutton&Hutton Fortitude Valley QLD AU - Lead Processing (Rex) - Website Content Editor 6. Facebook Vetting - Admin for Facebook Pages for America's Leading Healthy LIfestyle Expert - Danette May 7. Image Moderation GIFHIP Perth, Australia - Monitoring images and make sure no explicit contents will go through the service. PREVIOUS PROJECTS (on hold) 1. Virtual Assistant (April 2015 - August 2015) Perth, AU - Administrative work - Graphic design - Website Content Editor - Social Media Manager 2. Social Media Manager (Since August 2014) IT Solutions Inc. Chicago, IL 3. Real Estate Virtual Assistant (February - April 2017) Red Rocket Realty (AU) Virtual Assistant of Fai Nguyen Ly Springwood QLD 4127 4. Real Estate Virtual Assistant (March - April 2017) First National Real Estate - Beerwah VA for Dan Clarke Beerwah, QLD 4519 Show less


Lime
• Manufacturing
• Photo Review SME

  • Sep 2018 - Jan 2020


Jumbuck Entertainment

• Computer Games
• 1 - 100 Employee

• Moderation and Customer Support Manager

  • Jan 2013 - Jun 2014

  • Managing Customer Support emails• Moderating Chat Room and Images for 4 JMB services (Powerchat, Fast Flirting,Mobilove, Chat del Mundo)

• Client Services Director

  • Feb 2009 - Jan 2013

  JMB Client Services Director serves as the primary business contact in Manila, Philippineswhere the business is being handled by a contact center named VictoryTech GlobalSolutions Inc. The JMB Client Services Director is expected to consistently ensure thequality of Moderation and Customer Service operations.



Informatics College

• Software Development
• 1 - 100 Employee

• Academic Head

  • May 2008 - Feb 2009

  ACADEMIC HEAD: Responsible for developing, planning and sustaining lecturer’s proficiency to the course he/she is teaching and attends to student’s feedback and their study-related problems LECTURER: Handling teaching loads for Mathematics for Computing, SQL, Logic Design, Communication Arts, and other academic subjects, and short courses such English as a Second Language, Call Center Training Program, Photoshop CS2. ICL COORDINATOR: Responsible in Enrollment and Terminal Summary of all Short Courses conducted monthly to be forwarded at TESDA for accreditation. Show less



AskMeNow

• Wireless Services
• 1 - 100 Employee

• Senior Research Specialist

  • Jul 2005 - Mar 2008

  Monitoring statistics and performance of Internet Research Specialists doing Internet researching for questions being received from blackberry users and emails from some states in the US and provinces in CANADA. Monitoring statistics and performance of Internet Research Specialists doing Internet researching for questions being received from blackberry users and emails from some states in the US and provinces in CANADA.



Alorica Philippines, Inc.

• Customer Support Specialist

  • Jan 2004 - Jun 2005

  Handling inquiries and complaints with regards to Globelines Broadband and Globelines postpaid and prepaid landline phones' billings, repair, services, features and benefits. Handling inquiries and complaints with regards to Globelines Broadband and Globelines postpaid and prepaid landline phones' billings, repair, services, features and benefits.