Maximise Your ROI: Onboard
Pre-Vetted Remote Email Support Agents to Resolve Customer Enquiries and Protect Your Brand Reputation

• Processing payment, balance transfer, updating account details, filing billing disputes, and fraud reports.
• Upselling eligible card product change and providing the benefits of having the card change.
• Providing also the promotions that they are eligible in their account.
• Providing Cardholders with the basic terms and conditions on their cards and giving the benefits of choosing their purchase partner.

• It was a home-based account.
• Mortgage Account Particularly Collections.
• Receiving inbound calls regarding the status of the customer’s loan and also inquiring about their balances on their account.
• Processing their payments on their account.
• As a supervisor, I need to monitor calls and provide feedback in order for the agents to have a better grasp of the things that we need to do for the account to be credible.
• I need to implement also a contingency plan for the improvements of my agents.
• I need to implement PIP which means Performance Improvement Plan to the agents which below average on their performance.
• It’s my duty also to relay and cascade all the exquisite details and dynamic changes that have been implemented on the account.
• It’s 50% calls and 50% email and chats support task.
• I’m very well versed in multi-tasking.
• I also take calls when the client tells me that we need everybody to hands on deck.

• Customer Service Billing and Sales Specialist interact with customers via inbound or outbound calls pertaining to give options to customers for them to maximize their savings and time by providing them information regarding the existing promotion has (TV, internet, phone and mobile).
• Also includes call types: questions pertaining to making payments, payment arrangements, adjustments or other billing inquiries.
• Processing the payment of the customers and reminding them of their due date.

• Answer phones and respond to customer requests.
• This campaign specializes in Online gaming account in the US.
• It requires multitasking skills since it needs to have fast and dynamic skills in chat, email, and calls.
• Chat is a different concern same with calls and email. It needs to have a skill which requires exceptional critical thinking for the concern of the client will be resolved in a timely manner.
• It requires also partial and full verification when a deposit request of the client will be processed in the portal using his credit card details to avoid processing fraud credit cards.

• Examine a campaign's return on investment.
• Identify new market opportunities.
• Complete concept-testing for new products.
• Perform extensive market research.
• Determine brand perceptions and reputations.
• Evaluate market penetration.
• Develop groups and solicit customer feedback.
• Analyze marketing metrics to identify cause and effect relationships.
• Identify positive financial outcomes to increase profitability.

• Investigate the company's staffing needs and take actions to staff accordingly
• Work closely with the recruiter and Director of HR to set goals-based staffing needs
• Identify hard to fill roles and take proactive actions
• Assist in candidate screening and interviewing
• Assist in new employee onboarding
• Evaluate new staff training needs and schedule training sessions
• Assist with new employee orientation
• Design, plan and make work shifts schedules and training schedules
• Provide assistance with payroll procedures and activities
• Identify staffing and recruiting key performance indicator
• Prepare and present key performance indicator reports
• Create, present and submit reports for upper management

• Assisted customers with concerns and questions about their account, devices and services
• Offer services and products that would benefit the customer in using their phone
• Build rapport with tenured customers by acknowledging their loyalty as customers and showing concern for their questions no matter how long they have been a customer
• Partnered with upper management to create an unforgettable customer experience
• Answer 30-60 inbound calls
• Assist new customers get accumulated to service with T-Mobile
• Answer and provide knowledge about their account, plan, device, due date, and monthly charge
• Offer additional services that would add to their use and enjoyment of services and devices
• Build rapport with new customers by making their transition to as easy as possible while making them feel like family

• Update data in Ecommerce platform -
• Supporting Purchasing team
• Update price changes 
• Create new online product listings.
• Product data entry into e-commerce platform.
• Product description writing.
• Source data and pictures from vendors.
• Assist graphic artist in product image upload and editing.
• Monitor and update inventory fields.
• Customer service assistance as needed.
• Maintain and update relevant internal documentation.
• Assist in new product development as needed.

• Supporting Customer Care - Taking Inbound Calls from customer that has inquiry with their package. (Ex. ETA, package location, cancellation, return, refund, etc)
• Product/Item Management - Making sure that the Product name, type, classification, weight, size, dimension, description is correct per container and needs to have quality code depending on the country of destination
• Updating Inventory - Inputting the additional items/products in each shipment per container with the information such as: Product name, type, classification, weight, size, dimension and quality code if applicable
• Admin task related - Encoding the customer information who owns the item/product in the container in CRM/Salesforce
• Email Management - Handling incoming emails from customer and client with their inquiries about the ETA of the shipment

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

• Dealing mostly with data/records- working closely with the Operations Head , possible preparing pricelist 
• Data entry in excel for related reports (Pivot and Vlookup)

• Page Monetizing & Health Check – Handling multiple Facebook, Instagram and Twitter Pages to be monetized. Monitor Page posts and shares if there’s any possible restriction or violation to be prevented.
• Post Boosting & Ads Posting – Boosting posts on Facebook Pages that is connected to Instagram and Twitter. Managing Ads by setting the targeted audience, location, age, gender, etc.
•  Photo and Video Editing – Adding Filter to photo and putting visualized context depending in the events. Editing short clips for TikTok, FB & IG reels and Ads – Resizing, Filter, Animation, Subtitle, Transition, Intro & Outro.
• Page Management – Setting up Pages as an Admin by generating away messages, templated comment & messages, responding to customer’s inquiry to page.
• Other Admin Related Tasks – Doing EOD in Google Sheet and sending directly to the Page owner composing of person who interested with the products and who wants to partner with the business

• Tracking Orders - Monitoring drivers that has scheduled delivery for each items/product per location. Location of the driver and ETA should match in the tracking information)
• Supporting Customer - Handling incoming emails and chat from customer that would like to track their parcel. Sending them a link where they could see real time tracker of location of the driver and the ETA for delivery)
• Inventory Management - Once delivery is complete, the information of the delivery such as: customer name, product description, location, time of delivery and proof of delivery, will be gathered and needs to be documented in Google Sheet or Spreadsheet. Same goes to CRM for documentation.
• Admin task related - Doing cross check to all delivered parcels inputted in Spreadsheet to Notion. Then creating a new Spreadsheet then documenting the information to the new Spreadsheet that will be sent to internal team.

• Email Management both Inbound and Outbound - Answering incoming inquiry email in Gmail and Outlook, sending out emails that includes updates, new information and anything that needs to be rolled out to for the client.
• Organizing and Scheduling Meetings - Setting an appointment using Calendly via Google Meet, Zoom. For important meetings that was able to confirmed by the Appointment Setter team, then putting documentation in Google Sheet.
• Data/Document Processing - Processing agreements and important documents. Making sure that all are signed via DocuSign, Signwell. (Other Adhoc tasks – Files Management, Data Entry, Booking, Purchasing, Returns, etc.)
• Invoice Management – Managing and monitoring inbound and outbound invoice by saving a copy in folder and in shared Google Drive. Tracking invoice in Microsoft Excel for cross checking.
• Taking detailed minutes - Joining meetings with the Insurance Advisor and prospect to gather detailed information that was mentioned during the session, then writing it in Microsoft Word to be distributed to Marketing team
• Publishing Blogs in WordPress and running Site Audit in SEMrush - Posting blogs in WordPress and translating to Spanish words in Weglot, then running site audit in SEMrush to see scores and broken links
• Sending reminders - Sending notification reminder through email via Outlook to Marketing team about their appointments with the CEO and other SEO meetings

• Scheduling Meetings - Setting an appointment using Calendly via Google Meet, Zoom. For important meetings that was able to confirmed by Marketing team. Calling the interviewee and getting their availability
• Data Encoding and Processing - Processing agreements and important documents. Making sure that all are signed via DocuSign, Signwell. Organizing files, receipt, invoice, personal and business documents in Evernote by renaming the document and placing the files in their respective folder.
• Publishing Blog/Posts & Newsletter - Posting blogs and Newsletter update in WordPress that will show in the website and running site audit in SEMrush to see scores and broken links, clicks, views, etc.
• Sending reminders - Sending notification reminder through email via Outlook or Google Mail to the podcaster and the interviewee (CEO, Founder, Speaker or another influencer)
• Lead Management - Encoding the information of interviewee type of business, contact number, website, social media and email address
• Email Management – Monitoring podcasters email for incoming important emails. Forwarding the email to the podcaster via Slack and responding to the email
• Invoice Management – Managing and monitoring inbound and outbound invoice by organizing it in folder using Evernote and importing files to Google Drive to save a copy. Tracking invoice in Microsoft Excel for clearance every month.

• Calendar management - Maintain calendars, schedule meetings and appointments. You will also be responsible for sending meeting invites and make adjustments as needed for the client or the customers
• Communication- Draft, send and respond to emails on behalf of the Director. Organize team communications through whatsapp
• Data Entry - Accurately input data into the company database (Hubspot) and ensure all necessary documents are organized.
• Ticketing - Support tickets in Hubspot. Track progress and notify the right person.
• Other Adhoc tasks related to Administrative and Assisting the Director and his business partner.

• Manage database for lead generation.
• Consolidate appointments and tasks.
• Dedicatedly pitch new ideas to solve business challenges

• Basic support specialist on basic troubleshooting of computers.
• Responsible to talk incoming calls, sending out emails and doing outbound conversations for customer reachout.

• Assist in managing the company's clients, including technical issue, billing inquiry, and sales enforcement.
• Build systems to triage naming requests and manage creative workflow
• Manage documentation and emails
• Serve as Team Manager working directly for the CEO, handled team support for training and coaching.

• Assist clients with dedicated tasks.
• Tasks: Calendar scheduling, Data entry, Booking,
• Managing Meetings and Appointments, Email & Chat
• Management etc.

• Using the internet to provide consumers with streaming services.
• We are primarily concerned with aiding customers with billing and technical concerns.

• Creating the team schedule to be plotted in “WHEN I WORK”.
• Handling agents break schedule as well as sending the SLA to the client on a daily basis. 

• The business assists hotels in handling their reservations.
• We are manually entering reservations into the booking system that we got via email.
• We also double-checked automatic bookings for accuracy before delivering them to the hotel the day before the guest's arrival.

• Doing outbound call for different online pharmacy.
• We are calling the patients to remind them about the refill of their medications.
• Placing orders for any confirmed transactions.

• The company is helping small businesses to assist their customers through chats.
• We are answering inquiries for prospect customers. 

• Working as an inbound salesperson.
• We primarily focus on meeting the demands of clients with regard to their phone service, including upselling.
• We can also help customers with their billing issues.

• Working as an inbound salesperson.
• We primarily focus on meeting the demands of clients with regard to their phone service, including upselling.
• We can also help customers with their billing issues.

• Examine customer transactions for fraudulent activity such as account takeover, family fraud, theft, and other similar risks.
• Maintain the confidentiality of all information gathered during the investigation. Determine existing fraud trends by analyzing accounts and transaction patterns. Offer professional analytical expertise in the areas of fraud prevention and loss control.
• Keep an eye on real-time queues and identify high-risk transactions in the company's portfolio.
• Investigates forgery and theft in the context of a customer's account and transactions.

• Corresponded with customers to resolve order issues and concerns.  
• Assisting customers with placing and tracking orders.
• Processed orders, credits, and returns.
• Resolve customer concerns via phone, email, and chat.

• Assisting customers with their business needs such as order tracking, placing orders, returns and cancellations.
• Promoted available products and services to customers during service, account management, and order calls.
• Assisting customers by listening closely, finding solutions to problems, and making recommendations based on extensive product knowledge.
• Resolve customers’ business concerns via phone and email.
• Answer questions about warranties or terms of sale.

• Supports customers by providing helpful information, answering questions, and responding to complaints.
• Troubleshoot equipment and system problems.
• Processed payments over the phone.

• Assisting customers with account-related concerns such as money transfers, disputes, transaction reading, stop payments, checking of balance, tax refund, and direct deposit.
• Managing incoming calls and customer service inquiries.
• Maintaining confidential data security for customers.

• Responding promptly to customer inquiries from Australia and New Zealand.
• Communicating with customers via phone and email.
• Assist company administrators in arranging training for workers and assuring that both workers and the company are compliant.
• Verify worker and company documents, such as insurance, IDs, certificates and licenses.

• Source new applicants through Facebook, Linkedin, Kalibr, Bossjobs, Kalibr and other sourcing websites.
• Screen application and qualify applicants before we move them for initial interviews.
• Handle Initial assessment by preparing a set of questions to evaluate applicant's behavior and qualification.
• Create a candidate profile and endorse them to the talent pool should they pass the initial screening.
• Other administrative tasks such as creating and submitting reports, responding to online inquiries.

• Assisted two different Clients in handling end to end process for order entry thru WooCommerce, invoicing, inventory, customer support.
• Contact and follow up clients for Bulk orders and create mock-up designs before approval.
• Communicate with onshore designers to finalize custom designs.
• Other administrative tasks such as lead mining, creating sales reports and email management.

• Outbound calls to Insurance/Provider relation and gather reports for claims status.
• Process and address claims issue to have the claim paid accordingly.
• Send out emails to provider relation and back end reports.

• Do billing inquiries, regarding bank charges, bank statements, and other related tasks asked of from me being a Customer Support
• Assisting Health Insurance benefit concern
• Outbound calls to providers/Medical Group.
• Sending out back office reports.

• Trained to make a re-profiling of real estate assets such as re-assessing the current market value of a property.
• I do Marketing at Craigslist, ProAgent, Listing Booster, Trulia, Zillow, etc. I also assist on filing documents and contracts for buyers to sign.
• I do Brokers Price Opinion (BPO and Inspection).
• I am aware and I deal with Web Sites like SingleSource, VRM, Pyramid, Aspen, Resnet, Equator, HECM, etc.

• Do billing inquiries, regarding bank charges, bank statements, and other related tasks asked of me being a Customer Support Representative.
• Do technical support and are knowledgeable to address issues using current Microso Windows OS and Apple-Mac.
• Trouble shoots Voice Over Internet Protocol ("VoIP") issues for USA and Canada customers of magic Jack
• Offer and up sell customer packages for magic Jack products
• Dispatches local technicians to customer's premises when issues were not fully addressed thru online inquiry.

• Screen application and qualify applicants before we move them for initial interviews in Asana.
• Handle Initial assessment by preparing a set of questions to evaluate the applicant’s behavior and qualification.
• Create a candidate profile and endorse them to the talent pool should they pass the initial screening.
• Conduct a Background check.
• Handle Offer call and prepare offer letter & NDAs
• Execute onboarding
• Other administrative tasks include creating and submitting reports and responding to online inquiries.

• Source and manage Job boards to gather and collect potential applicants.
• Conduct background checks for endorsed candidates.
• Setup and facilitate client calls.
• Ensure all tracker and reports are accurate and updated.
• Keeps track of the total number of all the applications received across all job boards.

• Provided technical support for internet connectivity issues, addressing customer concerns and troubleshooting problems.
• Assisted customers with a wide range of company products and services, ensuring their technical needs were met.
• Handled incoming phone calls from customers, delivering efficient and effective solutions to their technical issues.
• Built and maintained customer loyalty by conducting follow-up calls to ensure resolved issues and customer satisfaction.
• Documented customer interactions and technical solutions in the system for future reference and support.

• Handled approximately 80-100 customer contacts per day, addressing and resolving a variety of technical issues.
• Developed a comprehensive understanding of all company products and services to provide quick and efficient customer support.
• Collaborated with upper management to implement changes aimed at improving customer satisfaction and operational efficiency.
• Maintained detailed and accurate records of customer interactions and solutions provided.
• Provided feedback and suggestions to enhance service processes and customer experience.

• Consulted with members regarding their pharmacy coverage, providing clear and detailed information.
• Responded to telephone inquiries, delivering high-quality service to customers seeking information about product availability.
• Addressed customer service inquiries promptly and accurately, ensuring a positive customer experience

• Conducted outbound calls to customers, encouraging them to schedule their annual wellness visits and explaining the benefits.
• Efficiently set and recorded appointment details in the system, ensuring accurate scheduling and follow-up.
• Followed provided scripts and talking points meticulously to maintain consistency and quality in all customer interactions.

• Proactively contacted prospective clients to schedule appointments for solar estimates, effectively communicating the benefits of the service.
• Identified and qualified potential clients through targeted phone outreach.
• Accurately recorded appointment details, including time and date, in the system to ensure smooth scheduling and follow-up.

• Delivered exceptional customer support in a retail environment, addressing a wide range of customer needs and concerns.
• Provided personalized product recommendations to customers, effectively persuading them to make purchases.
• Engaged with customers through phone calls, answering inquiries, resolving issues, and enhancing their overall experience, while driving sales growth.

• Successfully persuaded clients to apply for the bank’s credit card by effectively communicating its benefits.
• Diligently monitored daily progress and maintained detailed profiles of prospects, including the frequency of contact.
• Consistently made over 60 outbound cold calls each day, successfully setting up applications for numerous clients.

• Assisting customers with billing inquiries, charge disputes, and account updates with accuracy and professionalism.
• Educating customers on their account options and ensuring transparency in charges and payments.
• Facilitating the setup of interest-free payment plans for eligible devices, ensuring compliance with company policies.
• Providing tailored solutions for customers traveling internationally by offering the most suitable plans and features.
• Troubleshooting technical and service-related issues to ensure seamless customer experiences.
• Proactively identifying customer needs and offering value-added services to enhance their overall satisfaction.
• Maintaining detailed and accurate records of customer interactions, transactions, and resolutions.

• Guide customers on how to navigate new mobile phones, ensuring they understand key features, settings, and functionalities.
• Diagnose and resolve service-related issues, including difficulties with making calls, sending texts, and accessing mobile data.
• Assess customer needs and recommend appropriate plan upgrades, additional features, or value-added services to enhance their experience.
• Assist with account inquiries, billing concerns, and service modifications while maintaining accuracy and adherence to company policies.

• Provided expert troubleshooting assistance to customers experiencing issues with cable, internet, and landline services, ensuring prompt resolution and high customer satisfaction.
• Diagnosed technical problems remotely and determined the appropriate solutions, including guiding customers through self-service steps or scheduling technician dispatch for on-site repairs.
• Coordinated with field technicians to ensure timely service appointments, accurately documenting service issues and repair needs to minimize downtime.
• Delivered personalized sales consultations by assessing customer needs and recommending the most suitable packages and promotions, contributing to increased revenue and customer retention.
• Maintained comprehensive knowledge of company products, services, and troubleshooting protocols to provide accurate and efficient support.
• Assisted customers with account management, billing inquiries, and service upgrades, ensuring a seamless and positive customer experience.

• Conduct outbound calls to potential clients to introduce the company, its services, and value propositions.
• Engage prospects in meaningful conversations to understand their needs, challenges, and business goals.
• Qualify leads by asking targeted questions to assess their suitability for the company's services.
• Schedule appointments with senior specialists for qualified prospects, ensuring a seamless transition.
• Maintain and update the customer relationship management (CRM) system with accurate and relevant client information.
• Conduct market research to identify new business opportunities and expand the contact database.
• Proactively follow up with leads to nurture relationships and increase conversion rates.

• Conducts discovery calls to qualify prospects
• Calling, emailing and connecting potential client to introduce the company update CRM, schedule appointments, leads nurturing
• CRM & tools used : Hubspot, Go High Level , Zoominfo , Google Meet , Slack
• Assist clients with issues they are having with the software through email or chat CRM used: Freshdesk Marketing Associate Assist team in creating social media ds such as FB, Youtube, IG and more. Also creates newsletter for any update and fixes.
• CRM & tools used : Canva, Capcut , Youtube, GHL, Loomvideo

• Conduct in-depth lead research to identify and compile targeted prospect lists.
• Utilize multiple lead sourcing tools, including GoHighLevel (GHL), Apollo, SendPotion, Instantly, and others to enhance outreach efforts.
• Perform outbound prospecting through email, social media (Facebook, LinkedIn), and cold calling to generate new business opportunities.
• Craft personalized and engaging outreach messages to increase response rates and conversion.
• Manage and optimize automated outreach sequences while ensuring compliance with best practices.
• Schedule and coordinate discovery calls between potential clients and sales representatives.
• Maintain an organized CRM system by accurately logging interactions and tracking lead status.
• Monitor and analyze campaign performance, adjusting strategies for continuous improvement.
• Collaborate with the sales and marketing teams to refine outreach approaches and enhance lead quality.
• Stay updated on industry trends, competitor strategies, and emerging outreach tools to improve efficiency.

• Proactively reach out to potential clients via phone calls to introduce the company’s financial products and assess their interest in loan services.
• Conduct thorough research to update and maintain accurate customer details, ensuring our database reflects the most up-to-date information.
• Utilize and manage HubSpot CRM to log interactions, track leads, and update client records efficiently.
• Identify client needs and provide initial information about loan products, guiding them through the application process as necessary.

• Coordinating with clients
• Take care of time-consuming tasks and work as Assistant to the Loan Originator.
• Remotely ensure that business is in great shape.
• Leverage time by email management and related tasks.
• Hitting the deadlines of any assigned tasks.
• Responsible for requesting and managing payoff,  projects, and related documents needed by loan officers.
• Communicates clearly with financial institutions
• Manage CRM (Zoho) and email correspondence to the clients.
• Manage client's email business and personal
• Manage client's social media account

• Provide all deliverables and metrics on a daily, weekly, and monthly basis
• Billing support, customer service support and escalations
• Maintain accurate records across all metrics.
• Manages multiple concurrencies (10-15windows, or more) effectively.
• Handle email correspondence via KANA and Kustomer.
• Inbound and Outbound calls to clients.

Tools used:

• Oracle and Livehelp (quite similar to Zendesk) - platforms to assist customers via chat (SMS, FB and Twitter)

• Communicate clearly and provide timely resolutions.
• Responsible to deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet and handles a group of agents in a given team

• Responsible for support tasks and assistance in various HR functions including but not limited to recruitment and hiring, compensation and benefits, payroll and timekeeping, training and organizational development, and personnel monitoring.
• Responsible for handling papers of requirements and documents of all employees.

• Responsible for documentation of handled cases by the firm.
• Tasked to retrieve and searched data necessary for cases being handled.
• Responsible for handling papers of multi-level marketers.

• Appointment setting
• Cold-calling

• Responsible for the processing, assessment and issuing of Letter of Offer and eCoEs within agreed turnaround timelines in line with ALG Admissions procedures and standards.
• Responsible for liaising with Academic on RPL/CT application, communicate outcome to students in a timely manner and take appropriate action as per ALG Admissions procedures and standards.
• Providing prompt and accurate response to queries from education agents and students via available channels and not limited to telephone and emails.
• Taking appropriate actions to follow-up and ensure students fulfill required conditions before commencement of their course.
• Maintain accurate and detailed student records on RTOM, PRISMS and other databases in accordance with Admissions processes.
• Ensure uploading of relevant and legible supporting documentation and evidence into RTOM
• Actively contribute to the identification of continuous improvement opportunities for the ALG Admissions processes through liaising with relevant stakeholders.
• Manage key administrative processes throughout the student lifecycle
• Understand policies and apply to relevant student cases
• Work with internal stakeholders to support finalising the administrative processes

• Managed email correspondence and provide customer support through chat services, ensuring prompt and professional responses.
• Booking management and CRM updates: Updated and logged all bookings, sheets, and customer relationship management (CRM) system, ensuring accurate and up-to-date information.
• Calendar Management: Responsible for maintaining and updating the calendar with all bookings, ensuring efficient scheduling and coordination.
• Expense tracking: Maintained an organized and detailed expense log, ensuring accurate record-keeping and facilitating financial analysis.
• Payroll processing: Managed the payroll process, ensuring accurate and timely payment to employees.
• Partner invoice follow-up: Coordinated with partners to follow up on outstanding invoices, ensuring timely payments and fostering positive business relationships.
• Listing creation and management: Created and managed listings on Handies, Map, and the company website, optimizing visibility and attracting potential customer
• Payroll (money transfers and deposits)

• Created the Business Page.
• Optimized the page.
• Created/Scheduled posts for brand visibility and lead generation.
• Managed and Answered customers queries.

• Engaged with Social Media Followers by responding to posts comments.
• Replied to inquiries sent directly to Xcel Hub's Facebook page.
• Managed transactions such as sales and registrations of online course students.
• Organized the inbox by adding labels and moving to designated folders.
• Assisted in getting more engagements and improve the online presence of our Facebook Page

• Scraped Leads by category and estate using Instant Data Scraper Chrome Extensions.
• Cleaned the leads database for any duplicates and inactive email addresses
• Maintained and organized leads scraped from Yellowpages.com.au
• Checked websites and other sources for any missing information

• Managed and Helped agents to meet their KPI.
• Took over agents call when customer asked for supervisor.
• Created agent's schedule.
• Reported to the Operations Manager directly.
• Conducted coaching sessions with agents and discussed what needs to improve and maintain.

• Sent daily report to the manager.
• Encoded and updated data and activities in the company's spreadsheet.
• Coordinated with Team leaders and Site Engineer for the week's site activity.
• Scheduled meeting with Manager and Project Engineers. 

• Sending emails, Messenger messages to prospect clients.
• Replying to inquiries
• Answering queries and Presenting project details to the clients via Zoom
• Organizing the inbox by adding labels and moving to designated folders and more.
• Follow-up on Prospect clients and warm Leads

• Creating Contents and Monitoring Engagements and Reach of the Business Page
• Replying to inquiries
• Scheduling Value Contents for Brand Awareness
• Crafting Marketing Strategy for Lead Generation
• Organizing the inbox by adding labels and moving to designated folders and more.

• Customer Relations Management
• Ensure and enhance service consistency.
• Translate new and revised policies and procedures from the client into operational objectives and best practices.
• Accountable for the overall account performance, analyze deviation and execute corrective actions.
• Standardize key processes, policies and required activities.
• Determine resource and capacity requirements by analyzing schedules and staffing needs.
• Identify training needs to improve agent capability.
• Develop and support employee engagement initiatives.
• Screens, interviews, and coordinate with recruitment team to hire the right people for right position in the team.
• Serve as the lead point of contact for all customer account management matters.
• Build and maintain strong, long-lasting client relationships.
• Negotiate contracts and close agreements to maximize profits.
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
• Forecast and track key account metrics.
• Prepare reports on account status.
• Collaborate with sales team to identify and grow opportunities within territory.
• Assist with challenging client requests or issue escalations as needed.

• Provides administrative support to ensure efficient operation of various departments.
• Schedule and coordinate staff and other meetings
• Schedule appointments and maintain calendars
• Email management
• Prepare communications, such as memos, emails, invoices, reports and other correspondence
• Write and edit documents from letters to reports and instructional documents
• Carries out administrative duties
• Completes operational requirements by scheduling and assigning administrative projects and expediting work results.
• Supports team by performing tasks related to organization and strong communication.
• Develops administrative staff by providing information, educational opportunities, and experiential growth opportunities.

• Subject Matter Expert || September 2020 – July 2021 
  • Provide billing and customer service and step-by-step technical solutions formobile troubleshooting.
• Customer Service Representative || March 10, 2020 – September 2020
  • Provide billing and customer service and step-by-step technical solutions for mobile troubleshooting.

• Provide billing and customer service along with support but is not limited to:
  • entertainment services and products (right size service to save the customer from canceling account),
  • hardware systems/accessories processing,
  • step-by-step technical solutions for mobile & cable troubleshooting.

• Provide step-by-step technical solutions to ensure proper disposition of their concerns; this support can be but are not limited to:
  • entertainment services and products,
  • hardware systems/accessories, 
  • customer service inquiries regarding technical support, billing and customer service. 

• Assisted customers and coordinate with fulfilling guest registration to hotelservices, ground transportation, restaurant, or entertainment reservations. 

• Provide technical support using dial-up and broadband networks. 

• Recognize and embrace the opportunity of resolving issues for billing and service rates inquiry, phone activation, phone swap, presentation of available products out in the market, and current discount offers.