Hire World-Class, High Performing, Vetted Phone Support Agents.
Cut Labor Costs by 70%

• Manage daily bookings and team schedules
• Follow up on quotes, payments, and appointments
• Send warranties and support post-service needs Communicate with customers to confirm or offer slots
• Write and publish blog content for the website
• Handle admin tasks and organize files
• Suggest process tweaks to keep things running smoothly

• Develop strategies to boost customer satisfaction, retention, and loyalty.
• Collaborate with sales and marketing on customer success goals. Collect and review customer feedback to support growth.
• Manage records and daily communications (emails, calls, mail).
• Manage day-to-day operations across Shopify, Amazon, and BestBuy Canada.
• Coordinate with suppliers on orders, product quality, and delivery updates
• Communicate with the web developer for site issues or updates.
• Review packaging layouts and provide input before final approval

• Review and prioritize emails based on urgency.
• Patient Coordination: Collect information, update records, and manage appointments.
• Request documents through calls, emails, or faxes.
• Validate prescriptions and medical certificates for insurance.
• Confirm patient coverage, benefits, and prior authorization needs.
• Prior Authorization: Submit and follow up on authorization requests with insurers.
• Facilitate communication between patients, providers, and insurers.
• Billing & Claims: Submit claims and track reimbursements.

• Supervised and guided a team of healthcare representatives to meet performance and quality standards.
• Trained and mentored new team members for successful transition into production.
• Resolved escalated member concerns related to coverage, billing, and authorizations.
• Assisted members with benefit details, claims, copayments, and insurance eligibility.
• Ensured compliance with protocols while enhancing service efficiency

• Offer exceptional service to customers
• Ensure the customers get the best experience when purchasing company's products
• Checking of Eligibility
• HIPAA Verification

• Help dental providers in verifying their customers' insurance eligibility and benefits

• Reviewing Videos/Photos that is being posted by users on the internet

• Upselling
• Technical troubleshooting

• Doing outbound calls to hospitals and clinics administration
• Verifying doctor's address and if they are accepting new and returning patients' appointment to their given address
• Verifying if the doctor's address is still match on the record
• Doing support roles for new hires
• Verifying 60 doctor's record on a daily basis

• Ensuring customers are satisfied with their products, services and features that can lead to adding new product or upgrading of their service to their account.
• Respond to customer inquiries
• Supports customer by providing helpful information
• Answer questions about customers bill and making sure customers have full understanding of the charges on their bill
• Assisting customers in troubleshooting their TV box/receiver
• Transferred to handling TV, Internet and Landline Phones (upselling/upgrading)

• Respond to customer inquiries
• Supports customer by providing helpful information
• Helping clients to activate their online token for online banking

• Ensuring customers are satisfied with their products, services and features that can lead to adding new product or upgrading of their service to their account
• Assisting customers with their inquiries
• Answer questions about customers bill and making sure customers have full understanding of the charges on their bill

• Doing outbound calls to customers who are going to a satellite office to report their broadband internet issue
• Handling Supervisor calls

• Answer's customers inquiries
• Assisting customers in troubleshooting their broadband connection
• Explaining their bill and ensuring that the customer understands the charges on their bill

• Handling Medical students, Professors for tech issue using their online account using the website
• Promoting and answering and assisting customers on their queries on how order, request products through the website.
• Assisting customers through different channels (Phone, Chat, Email).

• onduct research to verify company websites and ensure they are active.
• Check for updated records of businesses, including ownership and operational status.
• Called third parties to confirm owner information.
• Sent emails to business owners to seek insights and invite them on board.
• Assisted in acquiring businesses that owners can no longer manage.
• Lead Tracking: Record and update lead conversations in Excel.
• Reporting: Send updates and summaries via Outlook.

• Welcome potential customers warmly, whether in person, over the phone, or through digital channels.
• Analyze the information provided by customers to identify suitable products and services that can address their health conditions.
• Explain the benefits and features of various health products and services in detail.
• Recommend specific products or items tailored to the customer's individual health conditions.
• Actively sell health products and services to meet sales targets.
• Ensure customers have a positive experience by being attentive and responsive to their needs.
• Maintain records of sales activities, customer interactions, and transactions.

• Met demands of busy collections group by performing high volume of daily calls.
• Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
• Processed payments over phone and set up recurring drafts.
• Reviewed accounts to determine payment plan compliance.
• Confirmed payment arrangements and finalized customer payment dates and contact information.
• Collaborated with other agents and collections staff to address team goals.
• Helped new and existing customers with wide range of debt collection and payment queries.
• Contacted customers and discussed unresolved issues and past-due payments to update customer accounts.

• Investigated and planned appropriate routes for shipments according to a variety of details including nature of goods, cost, transit time and security measures.
• Negotiated contracts, transportation and handling costs of goods, swiftly arranging payment of freight with clients.
• Booked and documented inbound and outbound deliveries, maintaining accurate, detailed service records.
• Built positive relationships with haulers and suppliers to enhance smooth-running business logistics.
• Communicated with transportation companies to assess and resolve possible delivery restrictions.

• Handled and quickly resolved customer issues regarding product sales and customer service problems.
• Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions.
• Increased customer satisfaction by offering friendly, helpful and informative customer service.
• Made high volume of sales calls per day exceeding company outbound call targets.
• Reviewed customer accounts and updated information about billing, shipping and warranties.

• Consistently be one of the Top Agents achieving monthly quota
• Assist customers in making, modifying, or canceling car rental reservations, ensuring all details (pickup/drop-off locations, rental dates, car type) are accurately processed.
• Provide information on rental policies, car availability, rates, special offer to customers via phone, email, or chat.
• Address and resolve customer complaints or issues related to bookings, vehicle conditions, billing discrepancies, or rental experience, ensuring customer satisfaction.

• Acted as Team Leader Point of Contact - Serve as the primary liaison between the client and the team, ensuring clear communication and resolution of any issues or concerns.
• Supervise and guide a team of customer service agents, ensuring they meet performance targets, quality standards, and KPIs

• Manage and answer emails coming from tenants and prospect leads.
• Answering incoming calls from tenants and prospects. Making follow up calls to prospects that are interested to rent available properties.
• Mange Facebook Accounts for different properties. Check Site Manager for any new applications using Yardi and add them on Yardi.
• Create New Applicant processes using Lead Simple. Manage Zillow messages from prospect leads.
• Edit photos using Canva and create poster and flyers if needed.
• Process Lease Renewal Proposal when tenants lease of contract expire using Yardi.
• Process Late Fee Notice Letter Create Maintenance Request for Ground cleaning and mowing every week.
• Send Pest Control Notice quarterly to respective tenants on schedule.
• Input Data Information for prospect leads in our database AppFolio.

• Manage ChartSwap account by fulfilling record request from Attorneys.
• Prepare and ship records to requestor utilizing appropriate mailing sources.
• Maintain a record of authorized information released from charts/records.
• Ensure all medical release forms are legitimate and completed entirely.
• Protect examinee rights by maintaining confidentiality of personal and financial information at all times in accordance with HIPAA regulations.
• Report any known or suspected unauthorized attempt to access patient health information.

• Answering customer emails and inquiries about their order.
• Process refunds and cancellation request.
• Checking/tracking shipment status for customer's order.
• Contacting vendor for order/shipment update.

• Deliver service and support to end-users using and operating automated call distribution, and phone software, via remote connection or over the internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customers information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues involving internet connectivity and email clients.

• Assisting customer with their internet and phone problem.
• Works with field operation personnel to ensure customer satisfaction.
• Communicate with internal and external customers.
• Diagnoses customer issues through process and elimination by asking probing questions.
• Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to the customer at a level of detail commensurate with customer PC knowledge and experience.
• Assign tickets to a local market to dispatch service calls or assigns to TSR2 for advanced troubleshooting.
• Identifies areas for improvement of process and procedure and provides feedback to supervisors.

• Purchase supplies and equipment Monitor office supply levels and reorder as necessary.
• Pay any debt as it comes due for payment.
• Collect sales taxes from customers and remit them to the government.
• Ensure that receivables are collected promptly.
• Record cash receipts and make bank deposits.
• Provide information to the external accountant who creates the company’s financial statements.
• Assemble information for external auditors for the annual audit.
• Calculate and issue financial analysis of the financial statements Comply with local, state, and federal government reporting requirements.
• Process payroll in a timely manner.
• Provide clerical and administrative support to management as requested.

• Update Monthly Progress Report sheet for all SEO clients.
• Checking SEO rankings for all SEO clients website every week.
• Call tracking for all clients new booked appointment over the phone.
• Checking backlinks for all the date gathered on a spreadsheet.

• Assisting customer’s inquiry about their eligibility and benefits as an HMO or PPO health care holder.
• Provide summary of customer’s benefit and coverage plan.
• Help customer find a service Provider according to their plan.

• Providing call/text support outside business hours using Ring Central.
• Coordinating emergency requests to janitors and Property Managers.
• Generating end of day excel reports for the calls that came in during the after-hours shift and sending it to client using Outlook.

• Call handling using Mighty Call. 
• Gmail Shared Inbox management 
• Google calendar management. 
• Processing job orders. 
• Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability. 
• Communicated scheduling changes to technicians though Slack.

• Monitored emails, organized inbox, and prioritized messages for client using Outlook. 
• Answered and screened calls to provide information, schedule appointments and take detailed messages. 
• Facilitated smooth operations with proficient data entry and document management for various reports. 
• Completed business correspondence, transcription, and data entry.
• Conferred with customers by telephone, chat or email to provide information. 
• Managed CRM input, exports and clean up on Monday.com
• Performed research to collect and record industry data.

• Answering general inquiries from owners, tenants, and vendors through email and phone using Zendesk. 
• Answering bills, invoices, and owner statement queries.
• Maintaining good relationship between tenants, owners, and vendors to ensure smooth transaction. 
• Receiving and routing business correspondence to correct departments using Zendesk. 
• Coordinating and completing maintenance requests using Rent Manager, Zendesk and Property Meld. 
• Filing claims for home owners.

• Leasing support.
• Application processing using OneForm.
• Entering new tenant information in PropertyTree.
• Entering new owner and property information in PropertyTree.
• Preparing lease agreement.
• Preparing lease renewals/addendum.
• Creating Rental CMA reports.
• Processed bills & invoices through InvoiceGenius.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. 
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. 
• Responded to customer requests for products, services, and company information. 
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. 
• Developed strong product knowledge to provide informed recommendations based on individual customer needs. 
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team. 
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Answered phone promptly dispatched scheduled technician using OpenPhone app. 
• Corresponded with clients through email and phone.

•  As a Payment LIfecycle Analyst, I actively contact high-profile bank clients to determine if there is fraud in their day-to-day payments while building and nurturing relationships with them.
• Aiming to provide customer satisfaction and success, I also actively work with the customers' private bankers to ensure we have good standing with them.

•  As a Fraud Specialist 3, I provided real-time solutions and decisions based on possible fraud trends.
• We ensure that fraud does not cross over to our clients' accounts.
• We do this in as much detail as possible and in the shortest amount of time to maximize efficiency.
• I was also involved in being a person of contact or resource for new hires for training and development.

• Provides customer service for credit card clients in a CSAT-driven role.
• Provides services for customer balance inquiries, statements, card replacements, interest charges, late fee explanations, payments, etc. I was also part of a special project in my department that aimed to improve our department's communication effectively when speaking with our valued clients/customers.

• Customer Service/Sales Agent for a global account that supports all English-speaking countries.
• I supported a software company that is a household name.
• I supported every single line of business of the company except technical concerns.
• I supported private individuals, companies, and enterprises that patronize the company's products.
• My day-to-day tasks include answering inbound customer service calls to answer customer queries and, at the same time, upselling the company's products and features in the hopes of customers purchasing upgrades and additional memberships.

• Provides customer service for a US satellite TV account. Aims to give 100% customer satisfaction to all clients.
• Provided support for billing concerns, payments, technical support, etc.

• Provided customer service to customers who have queries or grievances with the product.
• The client I supported was an online travel booking company offering deals and cost-efficient travel alternatives.
• I was also focused on upselling add-ons for the customers to maximize profit.

• Handled the credit investigation for car loan applicants.
• Responsible for conducting background checks on prospective clients and verifies whether or not they are fit to have an auto loan with the bank.

• As a Senior Payment Operations Analyst, my client is a start-up web application providing CRM services for small business owners.
• I handle large payment reviews, refunds, dispute escalations, escalation calls, onboarding calls and other admin tasks that my client would ask me to do.
• My day-to-day tasks include reviewing large payments and checking if they are good payments and not fraud.
• I also call my client's potential customers for an onboarding call to check if they are a fit to be onboarded on the platform.
• During the call, I would build rapport with the potential customer to make sure they have everything they need to grow their business on the app.
• I would make sure they are familiar with the marketing tools the app offers for them to maximize income.
• I also handle answering chats and emails regarding payment concerns from the customers.
• Another important task I have with my role is escalation calls.
• As a Senior analyst, I would initiate outbound calls to the customers to provide support and to make sure that they would keep their business on the app.

• Delivered exceptional customer support by efficiently handling check-in procedures, verifying passenger identification, issuing boarding passes, and managing baggage processing in accordance with airline protocols.
• Provided accurate and timely flight information, assisted with reservation management, and resolved customer inquiries and complaints with professionalism and empathy.
• Ensured full compliance with airline and airport safety regulations and policies, maintaining a secure and smooth boarding process.
• Offered specialized assistance to passengers with reduced mobility or special needs, ensuring a comfortable and stress-free travel experience through personalized service.
• Maintained clear and effective communication with passengers, ground staff, and other departments to ensure seamless coordination and operational efficiency.
• Promoted additional services such as priority boarding, seat upgrades, and loyalty programs to enhance customer satisfaction and drive revenue.
• Supported irregular operations including delays, cancellations, or rebooking needs, providing solutions that minimized passenger inconvenience.

• Monitor and evaluate the performance of call center agents to ensure compliance with established quality standards, operational procedures, and customer service excellence goals.
• Review and assess recorded and live calls to analyze agent interactions, focusing on communication effectiveness, accuracy of information provided, professionalism, and adherence to company protocols.
• Provide constructive feedback and targeted coaching to agents to support continuous improvement and skill development, reinforcing best practices and addressing performance gaps.
• Collaborate with team leaders and training departments to design and implement performance improvement plans and training initiatives based on quality assurance findings.
• Generate detailed performance reports and quality scorecards, highlighting key metrics, trends, and actionable insights for management decision-making.
• Identify patterns and root causes of recurring issues or inefficiencies, recommending and executing strategies to optimize agent productivity and enhance the overall customer experience.

• Serve as the primary point of contact between the company and its customers, ensuring all interactions reflect the brand's commitment to quality service.
• Respond to customer inquiries via phone, email, or live chat, providing accurate information and solutions in a timely and courteous manner.
• Handle and resolve customer complaints efficiently, demonstrating empathy and a problem-solving mindset to ensure customer satisfaction and retention.
• Process orders, returns, exchanges, and other customer requests with attention to detail and adherence to company policies.
• Maintain thorough knowledge of company products, services, and promotions to effectively address customer needs and recommend appropriate solutions.
• Document all customer interactions, feedback, and issues in the customer relationship management (CRM) system for tracking and improvement purposes.
• Collaborate with internal teams such as sales, logistics, and technical support to resolve complex issues and enhance the overall customer experience.

• Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including phone, email, live chat, and social media.
• Respond promptly and professionally to customer inquiries, ensuring accurate information is provided and concerns are addressed with empathy and efficiency.
• Resolve customer complaints and issues in a timely manner by identifying the root cause, proposing effective solutions, and following up to ensure resolution and satisfaction.
• Process orders, returns, exchanges, and refunds with accuracy while adhering to company policies and procedures.
• Maintain up-to-date knowledge of products, services, and promotions in order to effectively support customers and upsell when appropriate.
• Document customer interactions and transactions accurately in the customer relationship management (CRM) system for future reference and analysis.
• Collaborate with internal departments such as sales, logistics, and technical support to address customer needs and ensure seamless service delivery.
• Monitor customer feedback and escalate recurring issues or service gaps to the appropriate teams for continuous improvement.
• Uphold a high level of professionalism and adhere to performance standards and service level agreements (SLAs).

• Respond promptly and professionally to customer inquiries, ensuring accurate information and a positive experience.
• Resolve customer issues and complaints with empathy, efficiency, and adherence to company policies.
• Process orders, returns, exchanges, and account updates accurately and in a timely manner.
• Maintain detailed and organized records of customer interactions, transactions, and feedback using CRM systems.
• Collaborate with internal departments to escalate and follow up on complex issues until resolution.
• Identify opportunities to improve service processes and contribute to team performance goals.
• Assist in training new team members and sharing best practices to enhance service delivery.
• Monitor and report on customer satisfaction metrics to help drive continuous improvement.

• Respond to customer inquiries via phone, email, and chat in a prompt, courteous, and professional manner.
• Resolve customer concerns and complaints with empathy and efficiency, aiming for first-contact resolution.
• Process orders, returns, and exchanges accurately while adhering to company policies and procedures.
• Provide detailed information about products, services, and promotions to support informed customer decisions.
• Maintain up-to-date knowledge of company offerings and internal systems to provide accurate guidance.
• Document customer interactions and feedback using CRM tools to support continuous service improvement.
• Collaborate with internal departments (e.g., Sales, Logistics, Technical Support) to address complex customer needs.
• Monitor and follow up on open customer issues to ensure timely resolution and customer satisfaction.
• Contribute to team performance goals by meeting or exceeding service-level targets and KPIs.

• Responding promptly and professionally to customer inquiries via phone, email, chat, or in person.
• Resolving product or service issues by clarifying customer concerns, determining the root cause, and identifying the most effective solutions.
• Managing and processing customer orders, returns, and exchanges accurately and efficiently.
• Maintaining comprehensive knowledge of company products, services, policies, and procedures to provide accurate information and guidance.
• Logging and tracking customer interactions using CRM systems, ensuring all communications are documented and follow-up actions are completed.
• Handling customer complaints with empathy and professionalism, escalating complex issues to appropriate departments when necessary.
• Collaborating with internal teams—including sales, logistics, and technical support—to ensure seamless service delivery and issue resolution.
• Proactively identifying recurring customer issues and suggesting process improvements to enhance the overall customer experience.
• Monitoring customer satisfaction levels and contributing to initiatives aimed at improving service quality and customer retention.

• Inputted vendor information, product details, and customer contact information into Excel to maintain accurate and organized records. 
• Assisted with updating customer order histories and inputting data regarding returns, exchanges, and refunds in the system for seamless processing. 
• Entered and tracked product quality issues, shipping discrepancies, and payment discrepancies into Excel to help resolve customer concerns effectively. 
• Managed and updated customer accounts, including entering changes to personal details and processing order data accurately in the company database. 
• Inputted escalated issues and solutions, maintaining comprehensive data records to ensure consistent follow-up and customer satisfaction. 
• Logged product availability, sizing information, and promotional details into the database to ensure accurate and up-to-date records for customer inquiries.

• Assisted customers with inquiries regarding Assurance Wireless services, policies, and procedures. 
• Resolved complex or escalated issues, including service disruptions, billing discrepancies, and account concerns for T-Mobile Assurance Wireless users. 
• Processed billing complaints, adjustments, and refunds for customers experiencing overcharges or service issues 
• Provided troubleshooting support for mobile services, including network problems, plan changes, and device activations.

• Inputted vendor information, contact details, and billing records into Excel, ensuring accurate data entry and organization. 
• Assisted hospitals and facilities in the US by identifying missing credits and resolving billing discrepancies through data reconciliation. 
• Updated and maintained spreadsheets with detailed transaction records, ensuring all entries were accurate and up-to-date. 
• Reconciled duplicate payments and audited transactions between hospitals and vendors, inputting findings into Excel for analysis and reporting. 
• Processed credit memos and entered recovery data related to overpayments, double payments, and returned products. 
• Ensured accurate and timely resolution of billing issues by efficiently entering and tracking all related data in the system.

• Conducted comprehensive research and analyzed data related to government contracts and public sector opportunities, ensuring up-to-date and accurate information. 
• Compiled and write detailed reports and professional emails, providing valuable insights to support internal efforts and decision-making. 
• Conducted phone calls to gather real-time intelligence, assisting in capturing critical data on government contracts and procurement trends. 
• Collaborated closely with C-level executives and sales teams to deliver tailored, accurate capture intelligence for federal contractors, enhancing business strategies and opportunities. 

• Part of an Ad hoc team & managing a complex role in customer service, efficiently managing inquiries via email, chat, and phone related to billing and bin collections, efficiently resolving queries and complaints to uphold satisfaction levels.
• Assist customers in basic troubleshooting related to app or website
• Demonstrated commitment to excellence and contribution to exceeding performance metrics by being among the top agents for several months.
• Being selected as a temporary Team Lead.

• Initiate and respond to calls and emails regarding past-due accounts.
• Negotiate payment terms and establish feasible repayment plans to resolve outstanding balances.
• Identify and address discrepancies in payment records and account statements.
• Maintain and update customer account information to ensure accuracy.
• Monitor accounts to detect trends in non-payment and recommend appropriate actions.
• Work collaboratively with internal teams, including finance and customer service, to resolve disputes.
• Provide customers with accurate information regarding their outstanding balances and available payment options.

• Managed inbound customer service calls, efficiently resolving inquiries and complaints to uphold satisfaction levels.
• Assisted customers with basic troubleshooting related to bookkeeping systems for small and medium-sized enterprises (SMEs).
• Provided support to customers during tax season for payroll and tax filing.

• Assist customers with concerns related to billing, basic device troubleshooting, account/profile updating, and item ordering. 
• Selling devices such as (cellphones, wearables, tablets, etc.).
• Provided accurate quotes and price information to inform customer decision-making.

• Undertake all hiring activities, regularization process, and up to exit of employees.
• Organized and maintained files and databases confidentially, adhering to data protection regulations and implementing filing systems, increasing ease of access to critical documents and data.
• Day-to-day employee attendance reports verifying compliance with company policy.
• Assist manager in conducting performance reviews.
• Evaluate and resolve human relations and work-related problems, and meet with management to determine appropriate action
• Optimized necessary team training and staff development.
• Supported HR department in processing payroll records, correcting inconsistencies in timekeeping to avoid delays in employee payments.
• Scheduled and coordinated travel arrangements for executives, ensuring smooth business trips.
• Worked as part of administrative team, identifying and suggesting improvements to internal administration processes and systems.

• Supported recruitment processes by scheduling interviews and preparing induction materials for new hires.
• Updated and managed database systems to ensure accurate record- keeping.
• Organized and maintained files, records, and correspondence for streamlined retrieval and compliance.
• Facilitated training sessions for new employees, imparting essential skills and company policies.
• Processing of necessary DOLE requirements.
• Assisted in the coordination of staff travel arrangements and accommodations for business trips.
• Assisted in the planning and execution of corporate events and meetings to foster workplace culture.
• Monitored office inventory and supplies, promptly ordering low stock items on system.

• Delivered exceptional customer service and technical support for leading consumer electronics brands such as Sony and Mitsubishi.
• Assisted customers with a wide range of inquiries related to home electronics, including digital cameras, remote controls, and televisions.
• Utilized multiple communication channels—phone, live chat, and email—to ensure timely and effective resolution of technical issues, product setup, troubleshooting, and general support.
• Maintained a high level of product knowledge to provide accurate information and guidance, documented customer interactions thoroughly in CRM systems, and collaborated with cross-functional teams to escalate and resolve complex cases.
• Consistently met or exceeded performance metrics related to customer satisfaction, first-call resolution, and response time.

• Provided exceptional support to a high volume of customers by resolving billing inquiries, technical issues, and service-related concerns.
• Ensured customer satisfaction through efficient problem-solving, clear communication, and a customer-first approach.
• Delivered accurate and timely resolution of complex billing discrepancies and account management issues.
• Diagnosed and troubleshot a wide range of technical problems related to mobile devices, service outages, and network performance.
• Educated customers on service plans, device features, and promotional offerings to optimize their wireless experience.
• Utilized multiple systems and tools to document interactions, track resolutions, and manage customer data.
• De-escalated challenging situations with professionalism, empathy, and effective conflict resolution techniques.
• Consistently met or exceeded performance metrics, including customer satisfaction, call quality, and resolution time.

• Provided personalized financial guidance to cardholders, assisting them in managing budgets, improving credit scores, and enhancing overall financial wellness.
• Delivered tailored recommendations to support informed decision-making, addressed inquiries related to credit usage and debt management, and educated clients on best practices for long-term financial stability.
• Collaborated with internal departments to resolve account issues efficiently and ensured a high level of customer satisfaction through proactive and empathetic support

• Handled high-volume inbound and outbound sales calls for prominent skincare brands such as Proactiv and Sheer Cover.
• Effectively guided customers through the enrollment process for monthly membership programs, clearly communicating product benefits and addressing objections to drive conversions.
• Consistently met or exceeded sales targets, while maintaining a strong focus on customer satisfaction, upselling opportunities, and retention strategies.
• Collaborated with team members to optimize call scripts and improve overall sales performance.

• Managed a portfolio of delinquent auto loan accounts, focusing on those 30–60 days past due, by initiating contact with customers to negotiate payment plans, resolve outstanding balances, and restore account status.
• Utilized advanced skip tracing techniques, proprietary databases, and social media platforms to locate and engage account holders with severe delinquencies (90+ days past due).
• Maintained detailed records of all customer interactions, payment arrangements, and account updates in compliance with company policies and federal regulations (e.g., FDCPA).
• Collaborated with internal departments such as customer service, repossession teams, and legal to streamline resolution efforts and minimize risk exposure.
• Demonstrated strong problem-solving and communication skills to de-escalate conflicts, educate customers on their financial options, and drive successful outcomes.
• Consistently met or exceeded monthly recovery and call quality targets, contributing to overall department performance.

• Conducted thorough verification of checks to ensure authenticity and prevent fraudulent activity by examining physical appearance, issuer credentials, endorsement accuracy, and historical deposit patterns.
• Collaborated with internal departments to flag suspicious transactions, maintained accurate records for audit compliance, and adhered to financial regulations and organizational protocols throughout the verification and processing stages.

• Monitored and managed early-stage delinquent credit card accounts to reduce overdue balances and minimize financial risk.
• Effectively negotiated payment arrangements, balancing customer financial situations with organizational recovery goals.
• Collected payments through consistent follow-ups via phone, email, and written correspondence.
• Educated customers on payment options and financial obligations to encourage timely resolution.
• Maintained accurate records of all account activities in compliance with regulatory and company standards.
• Collaborated with internal departments to resolve account discrepancies and support customer retention.
• Consistently met or exceeded monthly recovery targets while ensuring a positive customer experience.

• Strategically negotiated payment plans and settlements for charge-off and delinquent accounts, ensuring strict adherence to federal and state regulations.
• Collaborated with internal departments and external stakeholders to facilitate timely resolutions, maximize recovery rates, and maintain compliance with FDCPA and other applicable laws.
• Conducted thorough account reviews, assessed financial situations, and proposed tailored repayment solutions to support both client retention and organizational goals.

• Handle incoming calls, emails, and chats professionally and efficiently. Schedule appointments, meetings, and reservations while preventing conflicts.
• Provide clients with clear, accurate details on services, pricing, and availability.
• Manage administrative tasks, including data entry, record updates, and client information.
• Monitor and respond to inquiries on social media and company websites.

• Make outbound calls to leads from online inquiries, referrals, and marketing campaigns.
• Qualify customers by assessing their energy needs, property type, and interest in solar solutions.
• Schedule sales appointments with qualified prospects for consultations or site assessments.
• Keep accurate records of calls, customer details, and appointments in the CRM.

• Identifies hiring need, develops the position description and recruitment plan.
• Compiling data and generating reports for management.
• Assisting with basic financial tasks, such as invoicing and expense tracking..
• Providing administrative support for business projects.
• Manages Clickup, Clockify and Xero Dashboard.

• Responsible for comprehensive process documentation, ensuring that all procedural details are accurately captured and organized.
• Submit final packaged documentation that includes high-resolution photos, enhancing the visual appeal and clarity of the information.
• Additionally, compile full documentation reports of workshops, providing detailed accounts of activities, discussions, and outcomes. These reports serve as valuable resources for stakeholders, offering insights and thorough records of each event.
• Ensures that all materials are polished, professional, and informative, supporting organizational transparency and continuous improvement.

• Assists in field training, follow-up and network of the other churches and organizations 
• Hosts guests, facilitates logistics and oversee the stay of the guests for the duration of visit.
• Reviews the performance of missionaries and ministry team.
• Plans and arranges events for Awana and other public relations 
• Manages all communication flow.
• Assists the Country Director in the development of fund raising resources, presentation collateral (flyers, brochures), promotional materials.
• Conducts the hiring process and interview of applicants.
• Visits, assesses and make recommendations of the office and field.
• Creates bi-monthly newsletter and process documentations.

• Took supervisor calls and product specific question from the teammates.
• Identified behaviors and coached employees to be outstanding performers.
• Encouraged and developed teamwork among others and themselves.
• Managed delivery of customer and employee satisfaction and achieved client goals.
• Ensured quality guidelines and performance metrics are adhered to
• Monitored calls and metrics, provided feedback, coaching, and reporting on data.
• Audited, coached, and trained Customer Service Representatives.
• Sourced candidates, screened and shortlisted applicants, and managed interviews.
• Collaborated with department heads to understand current and future staffing needs.

• Develop and prepare training curriculum and materials.
• Coordinate project logistics and timelines.
• Provide administrative and documentation support

• Providing exceptional customer support through phone, email, and chat by addressing inquiries related to photo services, including product selection, technical assistance, and order management.
• Offering personalized guidance to ensure customer satisfaction, resolving issues promptly, and maintaining detailed records of customer interactions to improve service quality.
• Collaborating with internal teams to ensure seamless communication and accurate information delivery to customers.

• Providing exceptional support to dealers by facilitating seamless access to customer accounts for the US-based telecommunications provider, Metro by T-Mobile.
• This includes ensuring compliance with company policies, safeguarding customer data, and delivering efficient, accurate, and professional assistance to address account-related queries and issues.

• Helping realtors and customer to process a service transfer for a lease agreement with the solar system.
• Ensuring documents are properly signed by both parties.
• Assisting customer with system issue and billing concern.
• Checking customer’s order for Ford Charger.

• Processing customers order / game order.
• Resolving gaming and technical issues of Xbox customers.

• Providing product support to client’s chat support team
• Handling software issues and bugs
• Working hand in hand with developers to ensure client’s needs are addressed accordingly

• B2B Support Specialist
• Collaborate with clients to develop comprehensive and user friendly support guides tailored to their needs.
• Manage and triage support tickets, ensuring they are assigned to the appropriate department for resolution.
• Recreate and troubleshoot reported issues to identify solutions and ensure accuracy in resolutions.

• Identify and compile a list of target email addresses for outreach.
• Craft and send professional outreach emails to engage potential prospects.

• Provide first-line support, addressing questions and inquiries via webchat.
• Handle VIP requests and provide troubleshooting assistance as needed. Develop a support guide for new agents.
• Conduct training sessions to ensure successful onboarding of new agents.

• Source influencers for collaboration opportunities.
• Identify, contact, and offer partnerships to influencers.
• Monitor influencer posts for compliance and performance.
• Focus on influencers active on Instagram, TikTok, YouTube, and Meta platforms.
• Manage the end-to-end collaboration process, including: Sourcing and contract negotiation.
• Shipping products for campaigns.
• Overseeing content uploads.

• Source bloggers to promote products, write quality reviews, and feature the brand on their blogs.
• Source, sort, and analyze a list of bloggers for paid collaborations.
• Manage the end-to-end collaboration process, including: Sourcing and contract signing.
• Shipping products for campaigns.
• Overseeing content uploads.
• Oversee the creation and tracking of voucher and discount codes.
• Draft and update deals in Pipedrive.

• Analyze products from suppliers using Keepa and AZ insights to see if the item can be sold on Amazon and if it's profitable.

• Answering quiries and issues via email Checking inventory, AZ Claim
• Removal of Feedback

• Handled inbound calls, assisting clients with resetting passwords for their AT&T accounts, including mobile phones, TV coverage, and email access.
• Provided temporary passwords for account recovery and recommended personalized offers to enhance their services and drive sales

• Handled inbound calls, assisting clients with phone activations, troubleshooting technical issues, and adding minutes as requested.
• Ensured prompt and accurate resolution of customer inquiries to deliver a seamless support experience.

• Answering queries and issues via email.
• Answering quiries and issues via email

• Managed Store Performance including Customer Support and order processing.

• Support expert who is passionate about providing the users on platform with the best customer experience in the world. 
• Provides world-class experiences by interacting with customers via phone, email, and chat to provide a proactive solution to their most important concerns.
• Understands customers' pain points, advocate for their concerns internally, and influence our products to provide a superb customer experience at all touch-points.
• Uses product expertise to collaborate with and help other teams maintain a high level of customer service at all times.
• As the voice of our brand, helps build up company's reputation with insatiable and addictively friendly personality.

• Maintain and manage shared digital assets with client and manage sales teams to provide weekly sales forecasts and sales analytics reports including leads and conversions.
• Collaborate with senior management to set clear and achievable sales targets for the team, based on organizational objectives and market analysis.
• Develop and implement effective sales strategies and tactics to meet or exceed sales targets, considering factors such as market trends, competition, and customer needs.
• A strong track record of goal attainment
• Proven successful prospecting track record.
• Has a hunter mentality and are looking for a role where I am able to build client relationships.
• Able to deliver a clear concise elevator pitch of the services you're selling.
• Comfortable with making phone calls, and meeting with clients virtually.

• Convert transcribed diagnostic test results, procedures and consultation notes into applicable report formats. 
• Ensure uncompromised patient care by transcribing fast and accurately, as well as performing thorough editing.
• Type out the full forms of medical abbreviations and acronyms, as well as the formal versions of medical jargon.
• Identify and follow up on inconsistencies, errors and missing information within a transcribed report.
• Submit transcriptions to healthcare professionals for their approval in a timely manner.
• Handle sensitive patient information with discretion and adhere to strict confidentiality guidelines, such as those outlined in the Health Insurance Portability and Accountability Act (HIPAA).

• Regularly monitor the website for issues such as broken links, slow loading times, and other technical issues, and take appropriate action to resolve them.
• Creates/maintains category pages, including proper URL naming conventions, implementing SEO best practices.
• Works with cross functional partners to maintain site content. Executes day to day operations on the CMS solution.
• Create/maintains Company Testimonials.
• Knowledge of Programming language.
• Perform website auditing using web governance tools and make content changes when necessary.

• Creates and executes a comprehensive social media strategy aligned with the organization's goals, target audience, and brand identity.
• Generated a Facebook page for the company to increase digital presence in Facebook.
• Created paid and organic content to publish on Facebook. Analyzed and Update Mobile Rehab's Digital Marketing Strategy.
• Managed account and track content performance using social marketing tools like Google Analytics and Facebook insights.
• Responded to any comments and messages daily on company's Facebook page.
• Oversees and Assists with the planning and execution of Facebook Campaign.
• Designed helpful marketing props to promote the business such as brochures, posters.

• Takes inbound calls to assist our client's customers in scheduling service appointments for their cars. 
• Mentored and helped train incoming agents to become production ready.
• Provided support and assisted agents with questions about product knowledge.
• Worked in a heavy inbound-outbound call center making and or receiving at least 70 calls per shift.
• Provided information to customer in a timely manner about available services.
• Blended technical and professional customer service to clients.
• Excellent listening and communication skills while creating empathy and trust to the consumer.
• Able to adapt to change while maintaining attention to detail and organization.
• Computer literate which enabled me to navigate through multiple screens.
• Excellent verbal and written communications skills which allowed me to be self-sufficient and to work independently.

• Manages recall and special coverage claims for individuals or organizations. Also reviews insurance policies, investigates claims, determines coverage, assesses damages or losses, and negotiates settlements with claimants or their representatives. 
• Provided top notch customer satisfaction services by processing recall and special coverage claims for customers with speed, accuracy and within the threshold of deadlines.
• Developed processes that helped the ease of doing business with customers and other departments within the account.
• Created a tracker for process disputes and opportunities using Microsoft Excel and submitted the report to process head and clients, that eventually led to monthly process alignment checks and client calibrations Issued feedback and recommendation that led updates to existing processes.
• Mentored incoming reimbursement specialists to help them with process challenges and customer handling inquiries.
• POC for Taleo Online Courses, led the first and only team to accomplish 100% completion for the required 20 hours of online training.

• Addresses customer concerns and escalations and disputes among customers and dealers
• Ensures that dealerships comply with GM's policies, procedures, and legal requirements.
• Knowledge of lemon law and provides assistance with assessing customer eligibility for buy back processes.
• Takes on customer cases that requirements that are beyond Tier 1 empowerment Issues reimbursements and goodwill policies for customer retention.
• Contributor for the Site of the Year Award, by being part of a performing team.

• Provided real-time solution to vehicle and dealership concerns issues while meeting and exceeding metric targets set by client thru phone channels.
• Awarded as RFI Vehicle Champion, for mastery of request for information call concerns.
• Provided real-time solution to customer issues while meeting and exceeding metric targets set by client Awarded as Top Agent for month of September 2013, ranking 1st among all agents for both phones and offline CRS.
• Utilized analytical and critical thinking skills for customer cases that do not have documented processes to resolve.

• Provided real-time solution to vehicle and dealership concerns issues while meeting and exceeding metric targets set by client thru phone channels.
• Top Trainee receiving the highest scores during Product and Communications Training.
• Accomplished full marks during mock call assessments and showed active participation during training classes.

• Providing guidance, advice, and recommendations to colleagues, teams, or management on matters related to their area of expertise.
• This could include solving complex problems, making decisions, or offering insights based on their knowledge. 
• Provided real-time support to agents needing help with process challenges.
• Took supervisor calls for escalations.
• Conducted side by side and remote call listening to ensure quality calls.
• Provides coaching and call monitoring review results to agents.

• Addresses complex customer concerns and escalations and disputes.
• Provided customer support for level 2 issues like filing tracers, reporting missing packages, hub contact, rerouting packages, et. al.
• Provided support for junior shipping agents with process and customer handling challenges.
• Agent of the Month, July 2012 with perfect End of Month scores across all metrics.

• Interacting with customers to assist with shipping inquiries, provide guidance on shipping options, rates, and delivery times, and resolve any issues or concerns related to shipments.
• Completing and maintaining accurate shipping documentation and records, such as shipping labels, manifests, customs documentation (if applicable), and proof of delivery.
• Monitoring the status and progress of shipments in transit, providing updates to customers as needed, and troubleshooting any delays or issues that may arise during shipping.
• Coordinating with other departments and carriers to ensure smooth and timely shipment pickups, transfers, and deliveries. This may involve scheduling pickups, arranging transportation, and optimizing shipping routes.
• Addressing and resolving shipment-related problems, such as lost or damaged packages, delivery exceptions, billing discrepancies, and customer complaints. They work to find solutions and ensure customer satisfaction.
• Top Trainee for Shipping Class Wave 13
• Promoted as a Universal agent in 3 months

• Communicate effectively with customers by doing outbound calls to understand and resolve their technical problems.
• Provide adequate technical assistance and answer user inquiries promptly. 
• Troubleshoot and diagnose software issue. Install, configure and test software. 
• Provide timely accurate customer feedback and follow-up to ensure problem resolution. 
• Escalate issues (via tickets) to a higher level as needed and ensure follow-up. 
• Manage multiple cases efficiently and maintain detailed procedural documentation. 
• Conduct remote troubleshooting using remote desktop application.
• Navigate through multiple computer applications with speed & accuracy.

• Answer inbound calls from US customers and address questions & concerns regarding their prescription health-care benefits. 
• Provide information about their insurance coverage, what is included in the customer's benefit plan, addressing co-pays, and assisting with coverage determination. 
• Handle prescription refills, order status updates, and tracking. 
• Empathize and resolve concerns to simplify the customer's health-care experience. 

• Develop and deliver engaging, student-centered ESL lessons that align with curriculum standards.
• Adapt teaching methods to accommodate diverse learning styles and proficiency levels.
• Utilize various instructional strategies, including interactive activities, multimedia, and real-life applications, to enhance language acquisition.
• Teach English grammar, vocabulary, pronunciation, reading, writing, listening, and speaking skills.
• Assess students’ language proficiency through tests, assignments, and class participation.
• Provide constructive feedback to support students’ language development.

• Conduct outbound calls to patients, healthcare providers, and insurance companies to gather and verify information.
• Accurately input, update, and maintain medical records in compliance with healthcare regulations and data privacy standards.
• Review, process, and verify insurance claims and authorizations to ensure accuracy and compliance with company policies.
• Assist in resolving claim discrepancies by coordinating with insurance providers and healthcare professionals.
• Ensure timely follow-ups on pending authorizations and claim approvals.
• Maintain detailed documentation of all communications and transactions related to claims and medical records.
• Collaborate with internal teams to improve claims processing efficiency and patient record management.
• Adhere to industry regulations and company guidelines to maintain compliance and data security.

• Conduct in-depth product research to identify high-potential, winning products.
• Create and manage compelling product listings with optimized content.
• Handle order fulfillment efficiently, ensuring timely processing and delivery.
• Develop and maintain e-commerce websites, ensuring seamless user experience.
• Utilize Photoshop to design high-quality graphics for product pages and marketing materials.
• Edit and produce engaging video content for Facebook Ads and other social media platforms.
• Upload products to online stores, enhancing descriptions, images, and overall presentation.

• Handle inbound calls with professionalism and efficiency, assisting clients with inquiries related to mortgage services, insurance policies, Final Expense (FEX) programs, and veteran-specific financial assistance.
• Provide expert guidance on mortgage options, eligibility criteria, and loan processes to help clients make informed decisions.
• Educate customers on various insurance products, including life, health, and final expense insurance, ensuring they understand coverage options and benefits.
• Assist veterans in navigating specialized programs, offering tailored support to meet their unique financial and insurance needs.
• Maintain accurate records of customer interactions, inquiries, and transactions in compliance with company policies and industry regulations.

• Provide support and assistance to members managing diabetes, including monitoring health metrics and offering guidance on lifestyle adjustments.
• Assist members with high blood pressure by providing education on medication adherence, dietary recommendations, and wellness strategies.
• Conduct outbound calls to engage with members, provide follow-ups, and address inquiries related to their health conditions.
• Monitor and respond to emails and voicemails promptly, ensuring timely communication and resolution of member concerns.
• Maintain accurate records of member interactions, documenting key details in the system for continuity of care.
• Collaborate with healthcare professionals and team members to enhance the quality of support provided to members.

• Handling inbound calls to assist clients with inquiries and provide exceptional customer service.
• Educating clients on mortgage options, insurance policies, Final Expense (FEX) plans, and specialized programs for veterans.
• Assessing client needs to recommend suitable financial and insurance solutions.
• Processing applications and ensuring all documentation meets compliance and regulatory standards.
• Providing ongoing support to clients by addressing concerns and guiding them through the application and approval process.

• Conduct customer negotiations to achieve mutually beneficial agreements for both the business and the customer. 
• Maintain customer memberships by leveraging sales tools and techniques effectively. 
• Handle complaints with the aim of enhancing customer satisfaction and retaining customers. 
• Identify consumer needs and explained how ongoing membership would meet those needs.

• Oversee social media accounts on X (previously Twitter), respond to inquiries, and collaborate with content creators. 
• Maintain a spreadsheet with information about leads. 
• Develop product listings and affiliate links for potential leads. 
• Handle inquiries and escalate customer complaints through email.

• Address customer service inquiries promptly and accurately. 
• Support customers by providing product and service information and efficiently resolving issues. 
• Captivate potential customers by addressing their queries and suggesting suitable products or services. 
• Present service upgrades and extra options to customers. 
• Improve customer satisfaction by adeptly resolving conflicts, issues, and inquiries.

• Demonstrate leadership abilities by assisting newly recruited agents and imparting essential knowledge and behaviors. 
• Step in to manage the team in the absence of the Team Leader. 
• Handle escalated calls from agents, offering assistance for optimal solutions. 
• Ensure a positive, empathetic, and professional approach towards customers consistently. 
• Successfully handle and resolve complaints according to guidelines, leading to timely solutions. 
• Support the team by achieving related outcomes as required.

• Offer exceptional customer service with courtesy and efficiency.
• Assess customer requirements and identified optimal solutions.
• Deliver precise and relevant troubleshooting guidance to address cable service issues. 
• Offer support and basic troubleshooting for TV, internet, and phone services before escalating to a higher technical tier.

• Perform inventory audits across multiple consignment branches.
• Resolve discrepancies and deliver detailed report to Supervisor.
• Maintained accurate accounts for cash, fixed assets and other transactions.
• Investigated variances between physical count results and established standards for accuracy of data entry.

• Oversaw administrative tasks in the consignment sector.
• Directed daily responsibilities of inventory auditors.
• Implemented departmental policies and standards in conjunction with management to streamline internal processes.
• Organized meetings between managers and other departments as needed to coordinate operations.

• Manage the Consignment Department / Inventory Audit.
• Mitigated business risks by working closely with staff members and assessing performance.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Developed and implemented operational procedures to ensure quality standards are met.

• Handle customer inquiries about pet-friendly hotel and cottage bookings
• Check availability with hotels and provide quotes to customers
• Convert leads by following up with customers via phone and email
• Use CRM systems to track customer interactions and manage bookings
• Process bookings through API feeds and request booking systems

• Prepared weekly status reports and fulfilled other responsibilities as may be required by the management. 
• Managed documents for filling, checked veracity and completeness information
• Carried out filing of visa & insurance of the selected fit to work applicants.
• Processed documents of selected and medically fit applicants for deployment.
• Maintained cordial and on-going communication with the Philippine Overseas Employment Administration (POEA), DFA, and embassies.
• Ensured complete and updated requirements and objectives set by the POEA, embassies and airline companies and effectively communicated such information to concerned management. 
• Guaranteed/Ensured the confidentiality at all times of all information pertaining to the company's accounts including employers and applicant's data.
• Assisted the applicants at the airport upon deployment as required.
• Arranged and filed Job orders / Client accreditation, OEC Processing and License renewal at POEA 
• Organized and filed visas at different embassies.

• Controlled task allocation and monitored performance evaluation of team members 
• Interviewed candidates and hired resources 
• Conducted performance reviews of team members and identify areas of improvement, gave feedback and recommend promotions or salary increments
• Provided an efficient working atmosphere to project teams and ensured objectives are met within stipulated time

Learning Operations Senior Analyst
January 2021 – February 2022

• Facilitated a variety of process-related courses, including new hire onboarding, upskilling, refresher, and cross-training for contact center operations.
• Coordinated, prepared, implemented, and documented training activities to ensure alignment with contact center processes.
• Developed comprehensive training materials, including curriculum design, assessments, and supporting documentation.
• Collaborated closely with process owners and stakeholders to ensure training programs were updated and aligned with business needs.

Contact Center Specialist
September 2013 – January 2021

• Handled customer inquiries, resolving concerns and complaints efficiently through phone interactions.
• Provided detailed explanations of life insurance policies, including policy types, coverage, status, and validity, addressing any customer concerns.
• Assisted customers with claims setup, status updates, and follow-ups with the relevant departments to ensure timely resolutions.
• Processed payments, discussed billing statement details, payment modes, and arranged draft dates for automatic banking.

• Managed Settlements Across Queensland and Victoria: Oversaw conveyancing settlements for properties in Queensland and Victoria, ensuring strict adherence to state-specific regulations and procedures.
• Prepared and Processed Settlements in PEXA: Executed property settlements through PEXA, including lodging legal documents, verifying funds, and coordinating with solicitors, mortgagees, and other stakeholders to ensure smooth and timely electronic settlements.
• Created and Managed Legal Matters in Actionstep: Managed client matters within Actionstep, including creating, updating, and organizing case files, ensuring accurate data entry, and maintaining thorough documentation throughout the conveyancing process

• Manage and maintain positive customer relationships by overseeing the full lifecycle of support tickets—from initial triage to resolution.
• Ensure timely, effective, and accurate resolution of customer inquiries and technical issues, while proactively addressing feedback to improve service quality.
• Conduct regular audits of support tickets to ensure adherence to internal processes and service level agreements (SLAs).
• Generate and analyze performance reports to identify trends, support strategic decisions, and drive continuous improvement in customer support operations.
• Oversee end-to-end ticket management, collaborating with cross-functional teams to streamline workflows and enhance customer satisfaction.

• Supported lead researchers in generating high-quality, targeted leads tailored to client objectives and industry requirements.
• Facilitated regular calibration calls to align team understanding of client profiles, ensuring consistency and accuracy in lead generation efforts.
• Assisted in onboarding and training new lead researchers, providing guidance on best practices, tools, and client expectations.
• Prepared and maintained detailed monthly performance and progress reports for internal and client-facing use.
• Conducted market research and competitor analysis to enhance lead generation strategies and identify new business opportunities.
• Ensured data integrity by auditing lead lists and updating client databases to reflect the most accurate and current information.
• Collaborated cross-functionally with sales and strategy teams to support campaign planning and client engagement initiatives.

• Delivered high-quality customer support for a broad range of banking products, including retail banking, credit card services, and digital financial solutions.
• Provided technical assistance for online banking platforms and mobile banking applications, troubleshooting issues and guiding customers through resolutions.
• Handled inquiries related to account management, transactions, product features, and service updates with professionalism and accuracy.
• Educated customers on the usage and security of digital banking tools, promoting self-service options and enhancing user confidence.
• Escalated complex or unresolved issues to appropriate internal departments while maintaining ownership until resolution.
• Maintained compliance with banking regulations and internal policies while ensuring customer satisfaction and confidentiality.

• Provided first-level technical support to customers by responding to inquiries via phone, email, and chat.
• Diagnosed and resolved hardware, software, and network-related issues through effective troubleshooting techniques.
• Escalated complex issues to Tier 2 support when necessary, ensuring accurate documentation and smooth handover.
• Delivered clear, step-by-step guidance to customers, improving user satisfaction and reducing repeat incidents.
• Maintained detailed records of customer interactions, technical issues, and resolutions using ticketing systems.
• Collaborated with internal teams to identify recurring issues and recommend long-term solutions or product improvements.

• Managed high-value client accounts, ensuring exceptional service delivery and client satisfaction.
• Oversaw end-to-end program and project management for finance and accounting initiatives, including planning, execution, monitoring, and reporting.
• Coordinated cross-functional teams to deliver financial solutions aligned with strategic objectives and regulatory requirements.
• Analyzed financial data to support budgeting, forecasting, and decision-making processes.
• Implemented process improvements to enhance operational efficiency and reduce project delivery timelines.
• Acted as a primary point of contact for stakeholders, maintaining clear communication and ensuring alignment on project goals and outcomes.

• Managed end-to-end shipment processes for the Vietnam cluster, overseeing both import and export operations to ensure timely and cost-effective delivery.
• Collaborated closely with cross-functional teams and counterparts in Vietnam to identify operational inefficiencies, leading process improvement initiatives and the implementation of innovative logistics procedures.
• Conducted comprehensive gap analyses and generated strategic reports to support production planning and enhance overall supply chain performance.
• Ensured compliance with international trade regulations and company policies throughout the shipping lifecycle.
• Coordinated with freight forwarders, customs brokers, and third-party logistics providers to resolve shipment delays and maintain operational continuity.
• Monitored key performance indicators (KPIs) to assess logistics efficiency and drive continuous improvement.

• Handled complex, high-priority customer service cases as an Escalation Officer, ensuring timely and effective resolution.
• Acted as the final point of contact for unresolved issues, coordinating with cross-functional teams to identify root causes and implement long-term solutions.
• Maintained detailed case documentation, upheld service-level agreements (SLAs), and delivered empathetic, solutions-focused support to enhance customer satisfaction and retention.

• Oversaw account collections processes while serving as an apprentice team leader, supporting daily operations and assisting in the supervision of team performance
• Monitoring delinquent accounts, coordinating with clients to resolve payment issues, preparing reports on collection status, mentoring new team members, and contributing to process improvements to enhance collection efficiency and team productivity.

• Took an extensive career break to take care of my mental health and well-being after a series of unfortunate events during the pandemic year.

• Assist clients and advise them on matters involving minor to moderate renovations suited for accessibility improvement and independent living.
• Assist senior quote specialists in finishing quotations for major projects.
• Compute and forward minor to moderate home modification quotations to clients.
• Create schedules and assign small tasks, home modifications or major home improvements to our professional builders.
• Update our job management software to track completed minor and major tasks by our professional builders.

• Assist customers via phone, chat or email regarding general queries, purchases, returns and order shipment.
• Processing order returns and communicating with the customer regarding a refund or replacement.
• Checking and ensuring that all orders are fulfilled in the event of a system interface error.
• Coordinating with the warehouse team in resolving order errors/concerns such as incorrect item/s delivered, missing items from order and damaged items.
• Ensuring that the other ecommerce sites we sell our products on are running smoothly – resolving disputes, making listings active and ensuring that the listings are up to date.
• Communicating with suppliers in regards to the credit requests submitted for faulty products.
• Process dropship orders through our partners.
• Ensure that the Toy Universe manual is up to date regarding procedures and guidelines.
• Assist in training new hires regarding Toy Universe procedures.
• Create training videos for to assist in training new hires.
• Coordinate with other teammates assigned in Warehouse and Products to ensure that online product listings contain accurate details.
• Complete ad hoc tasks such as 301 redirects

• Assist Telstra clients via phone and email support with their open complaints, billing and general queries, fee disputes, technical issues and sales generation.