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

Real Estate General Admin & Bookkeeping

Bookkeeping, setting up Intake, Claims, Disbursement, Insurance, Medical Billing, and communicating to the third party Attorneys, Hospitals, Police Dept., Insurance.

Account Management, Technical Support Representative, Data Entry, Reconciliation and Bookkeeping.

Fixing Internet issue, Broadband/Fiber,Telephone, TV Support New Zealand Company

Hotel and Airline reservations, assisting guests in Hilton Hotels, and booking flights in United Airlines

Coach and Customer Service for advertising company (Craigslist) healthcare, and financial support.

• Customer Service

• Quality Assurance
• Team Management
• Training & Development

• Managed the entire business.

• Training & Development
• Quality Assurance
• Business Development

• Built and managed an entire Learning & Development Team for a single campaign.
• Supervised 4 full-time training specialists handling different line of businesses.
• Designed, implemented and reinforced processes to achieve set training goals.
• Closely monitored training performances to ensure service levels are met.
• Conducted monthly, quarterly and yearly performance reviews.
• Strategically planned training logistics.
• Created board reports on training progress for all stakeholders.
• Assisted in facilitating Training Needs Analysis.
• Assisted in developing training modules designed to improve customer experience and communication skills.
• Assisted in analyzing NPS statistics to strategize training for customer and agent benefits.
• Developed and conducted leadership training.
• Published and maintained up-to-date learning and development process documents within knowledge base.
• Participated in efficient team meetings on a regular basis to share new developments and insights from Learning & Development Team.
• Coached and developed trainers and aspiring leaders.
• Managed operational performances of newly endorsed agents to production.

COMPUTER HUB 2

SERVICES • Business management • Social media marketing • Accounting management

• Managed a team of 10 Customer Service Representatives. • Closely monitored team's performances to ensure service levels are met. • Managed email and cases/tickets created for customers concerns. • Conducted monthly, quarterly and yearly performance reviews. • Generated and presented board reports on team's performances and progress for all stakeholders. • Assisted in analyzing NPS statistics to devise action plans for customer and agent benefits. • Facilitated training sessions with the team on new products and updates when necessary. • Published and maintained up-to-date operational process documents within knowledge base. • Participated in efficient team meetings on a regular basis to share performances, new developments and insights from the team. • Coached and developed the team, especially the aspiring leaders.

great numbers of leads through lead-sourcing software applications. • Validated sourced leads through lead-validating software applications. • Managed end-to-end cold email marketing campaigns. • Created Loom videos for client services. • Managed client's business correspondence. • Managed client's reporting requirements. • Carried out other tasks set by the client.

Built a deep knowledge of the ClickUp (SaaS) products to provide contextualized priority support to strategic Enterprise users via business correspondence. • Worked closely with Enterprise users to understand their use of ClickUp, their goals, and their processes. • Troubleshot incoming support requests and owned their resolutions, clearly managing user expectations throughout the process. • Optimized team specific documentation and workflows to empower great support experiences at a growing scale.

Client Business Analyst || August 8 2008 – January 25, 2010

• Inbound call done
• Outbound call for leads
• Activation of new Phones
• First level troubleshooting of accounts.
• Upselling – Sells Features and Rate plan Change
• Checks billing account and usage of phone

Real Time Analyst || January 26, 2010 – December 13, 2012

• Send intraday report on an hourly basis
• Monitors queue and ensure all calls will be handled
• Communicate with Operations / IT / Directors on times of Outage. Analyze the severity of the issue.
• Ensure proper skilling will be provided to all agents
• Answers Attendance Line for agent being absent.
• Adherence tagging
• Plotting of Schedules of agent (shift schedules / training / huddle - etc.)

•  Send intraday report on an hourly basis
• Monitors queue and ensure all calls will be handled
• Communicate with Operations / IT / Directors on times of Outage. Analyze the severity of the issue.
• Ensure proper skilling will be provided to all agents
• Answers Attendance Line for agent being absent.
• Adherence tagging
• Plotting of Schedules of agent (shift schedules / training / huddle - etc.)

• Answers inbound inquiries of customers.
• Update customers status
• Transfer customers to the right dept if misrouted to our dept.
• Sends Envelope / Coupon on customers requests especially for update on their Dependents.
• Respond to all customers concern

• Send intraday report on an hourly basis
• Monitors queue and ensure all calls will be handled
• Communicate with Operations / IT / Directors on times of Outage. Analyze the severity of the issue.
• Ensure proper skilling will be provided to all agents
• Answers Attendance Line for agent being absent.
• Adherence tagging / Plotting of Schedules done as well 

• Tailor fit customers account to ensure they will be able to get the best service
• Offer Data, Rate Plan Change
• Provide billing info

• Process move requests of the customers
• Offer VHC Lead
• Offers Bundling of customers services
• Providing info on the account as well as updating customers information
• Check status of Phone / Internet connection and provide information on when the connection date will be processed.

• Process sales requests of the customers
• Offer additional services to the customers,
• Provide better experienced to the customers.
• Web messaging handling multiple concurrency
• Handles billing, 1st level troubleshooting
• Tailor fit plans for customer
• Outbound call – existing leads

Concentrix Philippines (formerly Convergys) Metro Manila, 1741 Supported clients about their Directv services which include billing explanation, upselling mavienavarro@gmail.com services tied up to their needs, assist in minor troubleshooting for technical issues. Ensuring Skype: live:.cid.4401306d4f3d14cb that action plans are executed during coaching sessions to meet company goals month over month.

Concentrix Philippines (formerly Convergys) +639988605646 +639062306998 Promoted to the Team Lead position for Directv and continued to ATT Advanced Technical Support. Attend weekly management meetings and team meetings with my agents to discuss KPI's ensuring goals are met weekly and monthly. Developing and coaching agents to strengthen areas for improvement so they are aligned

• We focuses on securing sales by reaching out to clients through calls, correspondence.
• They primarily offer products and services, assisting customers every step of the way to ensure client satisfaction. covered.
• We assure all timelines and budgets stay in place and we find the right service providers for the customers.

• We manages an author’s project through the entire writing, production, and publishing process.
• We inform, advises, and educates the author every step of the way through their book publishing project so they have a seamless, nodrama experience.
• We set expectations all through the project, so the author has no surprises.
• We assure all details are covered.
• We assure all timelines and budgets stay in place and we find the right service providers for the author.

• We specializes in offering administrative services to clients from a remote location, usually a home office.
• Typical tasks a virtual assistant might perform include scheduling appointments, making phone calls, making travel arrangements, and managing email accounts.

• We prepare course materials and design lessons that cover all aspects of the English language, whether written or verbal.
• We keep track of student progress and customize individualized plans for students with special requirements.

• I am responsible of Screening qualified applicants, implementing rules and policies, preparing, and reviewing compensation and benefits packages,
• Administering health and life insurance programs, implementing training and development plans,
• Updating employee records with new hire information and/or changes in employment status.

• We are responsible for selling a company's products by identifying leads, educating prospects on products through calls, training, and presentations, and aiding about their loans.

• We call potential customers, without any prior solicitation.
• We sell prescriptions for male enhancement.

• We manage, maintain, and repair IT systems.
• Their responsibilities include diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software, following up with clients to ensure the problem is resolved.

• Making outbound calls and answering inbound calls from potential and existing clients, scheduling appointments with clients, cold calling prospects, determining customer interests, emailing customers, keeping accurate records, scheduling consultations between sales staff and prospective clients, and ensuring that important meetings are scheduled for the sales team.

HR Manager
I am responsible for Screening qualified applicants, implementing rules and policies, preparing, and reviewing compensation and benefits packages, administering health
and life insurance programs, implementing training and development plans.

Updating employee records with new hire information and/or changes in employment status.

I’m in charge of planning, arranging, and managing the hiring of new personnel

Lead Scraping
I am in charge of finding new customers for my client’s goods and services and ensuring the commencement of target market interest in a firm. I usually set up appointments and discover potential prospects for the sales team. I look for prospects. and use strategic methods to pique the interest of potential clients to improve future sales.

 

• Making cold calls to leads on a list until we find a customer that fits the qualifications that we have for the certain subscription of the account.

• Assisting customer customer queries and technical difficulties for the service.
• Answering queries about billing and other account issues such as unauthorized access to their accounts as well as scheduling and rescheduling installation and service work orders.

• Assisting customer account issues and services including reset of password, basic billing concerns and issues with recovering account.

Account Specialists || January 2022 - May 2022

• Fixing issues with the merchants/user's account. Namely billing, technical issues, taxes, etc.

Client Service Associate || June 2021- Dec 2021

• Handling billing issues, ads, ad delivery issues and account issue for Advertising Clients.

• 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

• 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

• 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.

• 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.

• 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.

• 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.

• 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.

Cold Calling · Sales · Lead Generation · Social Media Marketing · Business-to Business (B2B) · Email Management · Virtual Assistance · Digital Marketing

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

• 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.

• 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

• 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.

• 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

• 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

• 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.

• 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.

• 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.

• 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 from me being a Customer Support
• Assisting Health Insurance benefit concern
• Outbound calls to providers/Medical Group.
• Sending out back office reports.

• 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.

• 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.

• 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.

• 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.

• Campaign: US eCommerce
• Inbound Calls as a Customer Service Agent.
• Tracking Packages for the Customer.
• Refunds and Replacements.
• Basic Troubleshooting

• Campaign: Telecommunication
• Inbound Calls as Customer Service Agent.
• Processing Refunds/Promo.
• Activations of Prepaid cards.
• Take care of T Mobile Customer Accounts, Coverage, Deals and Devices.
• Basic Mobile and Network Troubleshooting

• Inbound Calls as Customer Service Agent.
• Basic Troubleshooting of Microsoft Surface Devices.
• Microsoft Surface Replacement.

• Outbound Sales: selling products to help Bowel Cancer Australia - Charity.

• Marketing Research
• Outbound Calls for Marketing Purposes
• Agile CRM: storing and updating client’s profile
• Inbound Calls as Customer Service Agent.
• Inbound Calls for booking purposes.
• Manage Client’s Calendar (Schedules)
• Manage Client’s Email
• Manage the Business Facebook Account.
• Using Xero for invoice purposes.
• Using Excel applications.
• Using x-lite
• Using Stripe application for receiving payments.
• Using Slack Application.

• Marketing Research/ Data Mining
• Outbound calls for appointments.
• Lead Generation.
• Using Gold Mine CRM: Client’s profile
• Using Excel applications.

• Lead Generation.
• Using Excel applications.
• Outbound calls for appointments.

• Inbound calls
• Outbound calls
• Order Management
• Email Support
• Chat Support
• Tech Support
• Sales Support

● Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
● Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
● Reached out to potential customers via telephone, email and in-person inquiries.
● Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.
● Negotiated, prepared and signed contracts with clients.
● Kept meticulous client notes and updated account information in company databases.
● Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends.
● Developed communication and marketing plan and leveraged talent acquisition tools, resources and campaigns to source and attract top talent.
● Created and drove talent acquisition and job placement strategies to attract diverse candidates.
● Conducted compensation conversations with human resources and hiring managers to foster internal and external equity.
● Promoted increased focus on internal talent mobility and emerging talent across organization.
● Established consistent language and methodology for talent discussions, development and succession.
● Cooperated with company leaders in change management and talent solutions to gain competitive edge in job market.
● Identified and created recruitment and administrative

Business Development Manager
March 2021 - August 2021 
● Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
● Reached out to potential customers via telephone, email and in-person inquiries.
● Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
● Taught consultative selling techniques to new and existing staff members to build expertise.
● Kept meticulous client notes and updated account
● Prepared pricing strategies for current customers to enhance sales and increase profitability.
● Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
● Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
● Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
● Coordinated activities and projects to plan sales department operations and meet timelines.
● Updated accounts and maintained long-term relationships with clients.
Team Lead of Business Development Associate
January 2019 - February 2021
● Led projects and analyzed data to identify opportunities for improvement.
● Carried out day-to-day duties accurately and efficiently.
● Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
● Demonstrated respect, friendliness and willingness to help wherever needed.
● Exceeded goals through effective task prioritization and great work ethic.
● Developed and maintained courteous and effective working relationships.
● Drove operational improvements which resulted in savings and improved profit margins.
● Improved operations through consistent hard work and dedication

Business Development Associate / Recruiter
February 2018 - January 2019
● Planned marketing initiatives and leveraged referral networks to promote business development.
● Boosted revenue by bringing in and cementing
● relationships with new clients and optimizing servicing of existing customer accounts.
● Communicated with local organizations to build networks and develop leads. ● Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
● Improved bottom-line profitability by growing customer base and capitalizing on upsell opportunities.
● Enhanced customer experience using all omnichannel offerings.
● Met with current clients to assess needs and develop improvement plans.
● Arranged potential client contacts, cultivated relationships and followed through all service needs.
● Coordinated with IT team leaders to forecast hiring needs and department goals.
● Built and executed sourcing, assessment and closing approaches to manage return on investment expectations.
● Onboarded new hires and set up training.
● Sourced and selected applicants for technical positions within company.
● Referred candidate resumes to customer account managers for evaluation and submission.
● Interviewed candidates using different interview methods and approaches.
● Operated as trusted advisor and subject matter expert to build strong and credible relationships with senior leaders, hiring managers and critical stakeholders

Handle general administrative tasks such as answering phone calls, responding to emails, and managing correspondence. Coordinate and schedule meetings, appointments, and travel arrangements for senior executives and staff members. Prepare reports, presentations, and other documentation for meetings and presentations.

• Appointment setting
• Cold-calling

• 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.

• 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.

• 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

• 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)

• 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

- 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)

• 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.

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

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

• 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. 

• 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.

• 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.

• Attending Client Meeting
• Attending Weekly Calibration
• Weekly coaching agent for opportunities and performance basis
• Securing daily attendance to pass LOB's interval
• Taking escalated calls, chat and email
• Assisting agents when it comes to process base from LOB's processes and policies

 

• Taking closed cases to appeals. 
• Reviewing closed cases if qualified to be granted or denied for an appeal reason.
• Reviewing seller's performance and reviewing invalid defects and negative feedbacks.

 

• Attending Client Meeting
• Attending Weekly Calibration
• Weekly coaching agent for opportunities and performance basis
• Securing daily attendance to pass LOB's interval
• Taking escalated calls, chat and email

 

• Receiving calls for billing inquiries and billing disputes. 
• Assisting customer for getting new orders or starting new services. 
• Offering company's services.

Job Description: Outbound interaction via call, email or chat to generate sales revenue. Assisting customer/pros submitting request Home or Non-Home Care Service from US.

• Verify customers daily bank transactions.
• Provided assistance in filing fraud claims on their account.
• Handled 50-60 calls a day gave customer excellent resolution
• A constant top 10 CSAT achiever

• Managed emails in a timely manner
• Processed orders accurately and skyrocketed their sales
• Outbound calls to dormant clients to do business with the company again

• Teaching Japanese students the English language

• Process rental collections on the property
• Doing outbound calls to tenants for rental payment updates
• Process lease renewals and expiration
• Making calls and set up accounts for the rental properties with the utility companies
• Process work orders for unit repairs
• Answer phone calls for all other concerns

• Provides excellent Administrative Assistant / Loans Processing Assistant/ Escrow Assistant, ensure validity of borrower's information.
• Process verification of employment
• Request evidence of insurance and updating of master insurance
• Doing outbound calls to borrower's company for validation of information
• Requesting verification of account through borrower's bank • filing of documents and sending it for verification
• Doing outbound calls for follow up with the documents
• Merging of documents into 1 file
• Request titles, payoffs, and escrow conditions

• Call out leads from CRM
• Set appointment for Real Estate Agents
• Answer emails and text messages inquiry and concerns

• Worked as an Admin Assistant for a brokerage company
• Interacts with social media platform like Facebook and Instagram, answering comments and messages
• Create email templates for emails and text messages for agents
• Creates promotional emails
• Creates designs for agents celebrations like birthdays, anniversaries and home anniversaries using basic Canva
• Onboarding new agents
• Data encoding
• Call out leads and agents for appointments and seminars
• Receiving phone calls
• Record agents data and sales

• Worked as an Admin Assistant / Sales for a Credit repair company
• Incharge of social media functions like posting promotional campaigns and inteactions
• Create promotional emails and text messages to clients and leads
• Data encoding
• Answer phone calls
• Interview applicants for office position
• Answer phone queries about due dates/ services status and updates

• Process insurance application for nursing facility patients to cover their stay in the facility.

• Ensure each prospective client and potential customer has a positive experience with our company
• Take the initiative to learn about the company and grow within the role
• Prioritize which appointments take priority over others to maximize revenue
• Field incoming phone calls and convert 50% or more to appointments
• Develop and distribute reports of each day’s appointments
• Use Microsoft Office suite to manage various aspects of the job
• Demonstrate a pleasant disposition with each prospect
• Properly explain the products and services to prospective customers when making appointments
• Complete required call sheets at the end of each day

• Maintains customer relationship by responding to inquiries; documenting actions.
• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers’ accounts.
• Improves quality service by recommending improved processes; identifying new product and service applications.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes customer service and organization mission by completing related results as needed.

• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain record of daily problems and remedial actions taken, using call-center database

• Providing introductory information to new customers
• Ensuring that customers are satisfied with products or services
• Following up with clients or customers to check that they’re still satisfied with any purchases
• Letting customers or clients know about additional products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions

• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.

Managing Clients Appointment / Data Entry Work / Check on her Schedule

• Answered Inbound Calls and booked hotel, flight, and car reservations

• Responsible for assisting customers in processing their payment and sending them their ebill
• Assisted Customers with refund requests when needed and escalated disputes in their bill to my Manager or team lead
• Upsell customers with our plans that fit their monthly usage and budget
• Educate customers regarding their usage and the charges in their bill
• Assisted customers in troubleshooting their handsets
• Created Job Orders for Internet service connections for Boutique businesses in Australia.

• Responsible for addressing and troubleshooting customers' concerns with their Windows PC/Laptop
• Assisted customers in updating their Windows Software
• Identified and reported bugs from the Windows software update to Microsoft Software Engineers
• I contributed 90% Customer Satisfaction Rate consistently  to our team

• Responsible for addressing and troubleshooting customers' concerns with their Play Store account
• Assisted customers with refund requests and account recovery when needed
• Identified and reported bugs from the Play Store App to the play store developer.
• I contributed 90% Customer Satisfaction Rate consistently  in our team.

• Responsible for Account Management and Client Engagement
• Developed and implemented more strategic and measurable department KPIs
• Responsible for lead generation
• Managed and mentored team of 10 full-time sales representative

• Responsible for sourcing, screening, verifying, and reference checking candidates from Senior Level to Support roles in the IT, Public Accounting and Supply Chain field
• Reach out to passive candidates and schedule Interviews with my Managing Director or Sr. Recruiter.
• Served as a liaison between Sales and Recruitment
• Conduct Interviews for Sr. Level Executive and Support roles
• Do write ups for candidates and submit them to the client
• Shortlist candidates and Input them in the CRM

• Led and implemented Sales and Marketing Initiatives and projects
• Responsible for Administrative task such as Record Keeping, Bookkeeping and Customer Relations Management
• Served as a liaison between Sales, Marketing, Suppliers, Customers and Investors
• Responsible for the entire project management cycle, from Initiating and planning to executing and closing the process
• Negotiated and Purchased items from big box retailers
• Responsible for web development and partnership with eCommerce platforms in the Philippines such as Lazada and Shopee.
• Created strategic Proposal to potential investors

• Responsible for sourcing, screening, verifying, and reference checking candidates from Senior Level to Support roles in the IT, Public Accounting and Supply Chain field
• Reach out to passive candidates
• Served as a liaison between Sales and Recruitment
• Conduct Interviews for Senior Level Executive and Support roles
• Do write-ups for candidates and submit them to the client
• Shortlist candidates and Input them in the CRM

• Performed Outbound Sales, Appointment Setting, Lead Generation and Social Selling
• Responsible for Account Management and Client Engagement
• Updated and Input the Client information in the CRM
• Conducted Discovery Call and send proposal to Qualified Clients
• Conducted Research and Prospecting to find new clients and fill our sales pipeline.
• Championed our services to clients and closed 5 accounts within 12 months.

- Managed all Technical issues and conducted troubleshooting efforts for Windows and MAC computers/devices. - Resolve our customers' technical issues by providing real-time support accurately for our clients through phone, chat and email. - Remotely diagnose and resolve support requests utilizing ConnectWise Automate (Formerly LabTech), and other available tools. - Troubleshoot server and desktop issues on AWS (Amazon Web Services) Environment. - Administer Windows domain account issues, including GPO, AD and user password changes. - Remotely support VPN, desktops, laptops, PDA, peripherals, printers and resolve requests using remote tools. - Documents all end-user interactions in the ConnectWise Manage system. Ensure client support tickets are resolved in a fast and professional manner and comply with Service Level Agreements

• Managed all Technical issues through ConnectWise and conduct troubleshooting efforts with the use of LabTech Software Control Center.
• Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
• Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
• Troubleshoot server and desktop issues on AWS (Amazon Web Service) Environment.
• Administer Windows domain account issues including GPO, AD and user password changes.
• Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
• Documents all end-user interactions in our customers in our ConnectWise system
• Log any issues and document resolutions
• Build strong relationships with Client Services and Team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to Agreed Service Level Agreements
• Identify any training/knowledge needs for clients and colleagues
• Provides consultancy to further improve IT infrastructure

• Resolve our customers' technical issues by providing real time support accurately for our customers in the United States through phone, chat and email.
• Remotely diagnose and resolve support requests utilizing Labtech Software Control Center
• Support on desktops, laptops, PDA's, Smart Phones, and other peripherals.
• Administer Windows domain account issues including GPO, AD and user password changes.
• Remotely support VPN, desktops, laptops, PDA’s, peripherals, printers and resolves request using  remote tools.
• Documents all end-user interactions in our customers in our ConnectWise system
• Log any issues and document resolutions
• Build strong relationships with Client Services and Team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
• Identify any training/knowledge needs for clients and colleagues
• Provides consultancy to further improve IT infrastructure

• Responsible for managing all technical aspects of a company’s relationship with its customers
• Client-facing role that requires me to work on both strategic long term and short term plans and projects.
• Responsible for the Technical Account Management of a portfolio of clients.
• Maintains Standard Operating Environment and Documentation Build.
• Build strong and positive relationships with clients at various levels
• Build and document knowledge about the clients business and technical setup
• Project manage and document all technical projects carried out with clients
• Actively play a part in ensuring financial targets are reached
• Log any issues and document resolutions
• Build strong relationships with Client Services team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
• Feedback any important client information to Client Services Team
• Identify any training/knowledge needs for clients and colleagues

IT-Technical Account Manager | October 2014 to September 2015

• Responsible in Managing the Enterprise Wireless Team based in Fluor Cebu Site
• Responsible in making sure that all Wireless Related requests, concerns, and issues are being taken care of by anyone from the Enterprise Wireless Team.
• Architectural Review Board Co-Approver of all Wireless and Network designs for implementation.
• Handles the Team that supports 3079 Devices for APAC, Southeast Asia, Europe, and US locations.
• Technical Design Review Board co-approver for all Wireless Network Design proposal and implementation.
• Streamlining processes and standard procedures for the Enterprise Wireless Team.
• Document all critical information, procedures, and reports.
• Present all form of Reports for the Enterprise Wireless Team to the upper Management.

• Responsible for managing all technical aspects of a company’s relationship with its customers
• Client-facing role that requires me to work on both strategic long term and short term plans and projects.
• Responsible for the Technical Account Management of a portfolio of clients.
• Maintains Standard Operating Environment and Documentation Build.
• Build strong and positive relationships with clients at various levels
• Build and document knowledge about the clients business and technical setup
• Project manage and document all technical projects carried out with clients
• Actively play a part in ensuring financial targets are reached
• Log any issues and document resolutions
• Build strong relationships with Client Services team members
• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements
• Feedback any important client information to Client Services Team
• Identify any training/knowledge needs for clients and colleagues
• Prepare and perform training of clients and colleagues

• Maintenance of IT Equipment and Infrastructures.
• Dedicated I.T. Support for several Telstra Line of Businesses
• Provide internal support for Desktop, Applications and Network issues.
• Conduct testing and implementation of new applications intended for production use.
• Proactively checked issues for troubleshooting and preventive measures.
• Manages Active Directory and Microsoft Exchange Servers
• Manages File and Print Servers
• Batch File and VB Scripting
• Monitoring of Companies I.T. Assets
• Maintaining and Updating of Standard Operating Environment and Scope of Work documentation

• Handles all Technology related concerns and IT Infrastructure concerns for Cebu eBloc II Site.
• Handles the Technical training and Process orientation
• Compliance of Technology related items such as maintenance of Active Directory, SEP [Anti-Virus], Wireless Security, Systems Configuration Center Management clients, Hardware Inventory, Software Updates, Standard Operating Environment.
• Maintains the documentation builds of all Line of Businesses.
• Coordinates with Account Managers, Network Team, Server Operations, and System Administrators.
• Implementing Request for Change.
• Represents the Site Technology in Bridge Meeting, Client Meeting, and CLT meetings.
• Provides Weekly Technology related reports to Local Technology Team.
• Provides Weekly Tickets Assessment to the upper management.

• Provide support to AT&T High Speed Internet customers through phone and remote access troubleshooting.
• Troubleshoot reported Internet Connectivity Issues via phone or Remote Desktop
• Troubleshoot reported Email Issues
• Troubleshoot reported Virus and other supported Desktop Issues
• Answers inquiry about AT&T Products
• Handles escalated issues from Tier 1 support group

• Provide support to global customers through real time messaging, email and phone and remote access troubleshooting efforts.
• Handles deployment of Java application to production and test servers.
• Maintain and troubleshoots servers and applications issues.
• Proactively monitoring the business infrastructures through Nagios, MON, Cacti, MRTG and real-time alerts.
• Direct hands-on experienced in Bea Weblogic, Toad for Oracle, WinCVS, Java Eclipse, VMWare, SunXVM’s Virtual Box, PC Anywhere, Radmin, and VNC and RT (Request Tracker) .
• Handles OpenSource Projects under different OS distributions.
• Monitors Network, Hardware and Software Issues via Network Monitoring Tool

• Provide remote support for all technical issues related to Atria Software. • Conduct QA testing of Atria software pre-releases • Implementation of fresh install Atria software to clients on-prem servers • Conduct side by side upgrade of existing Atria software with customers • Create documentation related to Atria software and commonly encountered issues

• The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues. • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems . • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources. • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Proactively alert management of escalations or potential service disruptions and assist as needed • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations. • Facilitate the acquisition, configuration and installation of hardware and software for customers. • Contribute to the development of an internal knowledge base. • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices.

• Provide remote support for all technical issues related to Atria Software. • Conduct QA testing of Atria software pre-releases • Implementation of fresh install Atria software to clients on-prem servers • Conduct side by side upgrade of existing Atria software with customers • Create documentation related to Atria software and commonly encountered issues

• The first point of contact of clients to ensure rapid response to all support requests and resolution of IT Issues. • Ensuring all Incidents and Service Request tickets are logged and categorized correctly in the Service Desk Management and Ticketing Systems . • Assign tickets to the appropriate queues and resources based on required skills, priority and available resources. • Monitor tickets in all queues, follow up technician action and provide regular updates to Clients • Ensure customer complaints are responded to, fully addressed, resolved or escalated when required • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Proactively alert management of escalations or potential service disruptions and assist as needed • Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce ticket escalation and increase Client Satisfaction. • Perform daily system monitoring to verify the integrity and availability of all key customer systems, reviewing hardware and system & application alerts. Verify completion of scheduled backups. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customer’s requirements and expectations. • Facilitate the acquisition, configuration and installation of hardware and software for customers. • Contribute to the development of an internal knowledge base. • Securely maintain clients Operational and physical IT environments in line with corporate security policies, standards and work practices

• 2nd Level information systems services problem resolution: problem definition, research, and resolution. • E-mail Protocol troubleshooting skills: (SMTP/POP/IMAP) and ability to diagnose email issues such as missing emails, server connection issues, spam, etc. • Proficient in Active Directory / Windows Terminal Service • Strong in Vmware / Hypervisor • Good Knowledge of Office 365 / Cloud solution • Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 & 11, Windows 2012/16/19 • Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring, RMM • Windows 2012/2016 Exchange 2016 • TCP/IP protocol, firewall, security, and firewall and troubleshooting • Perform network audit reports • Contribute to Research and Development projects • Able to manage Disaster recovery for clients (AD, FileServer, etc.)

Sutherland Global Services May 2010-October 2016

• Achieved service time and quality targets. • Actively listened to customers to fully understand requests and address concerns.

Handled incoming and outbound calls.

Overseeing a range of responsibilities for the Sales Team, ensuring adherence to business policies. Tasks involve supervising work hours and on-call schedules, authorizing and coordinating time-off requests, managing sales and marketing data, assisting with paperwork for potential clients, conducting marketing analysis, and spearheading customer retention initiatives. Additionally, monitoring billing and collections, while also identifying potential bidding opportunities for the Contracts Manager.

Established warm and friendly rapport whilst interacting with customers by phone and email.

• Order processing and customer account management
• Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
• Tasks involved live chat operation, supervising work hours and on-call schedules
• Authorizing order processing and coordinating time-off requests, managing sales and marketing
• Refund and exchange data - assisting with paperwork for potential clients
• Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
• Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

• Order processing and customer account management
• Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
• Tasks involved live chat operation, supervising work hours and on-call schedules
• Authorizing order processing and coordinating time-off requests, managing sales and marketing
• Refund and exchange data - assisting with paperwork for potential clients
• Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
• Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

• Participate in quality assurance procedures.
• Lead call calibrations and perform random-sample audits on calls.
• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
• Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

NORTH AMERICAN TECHNICAL SUPPORT

• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.

Established warm and friendly rapport whilst interacting with customers by phone and email.

Senior Customer Support Associate - Customer Service Department

• Assisted customers via phone calls, emails, and chats.
• Managed the tracking of returns and deliveries for parcels from local stores.
• Took on the role of escalation support and process trainer.

Admin Assistant - Logistic Department and Onboarding Team

• Served as dispatch support for the Amazon home delivery project in 2020.
• Supported account managers in the onboarding process for new partner stores, including sending contracts, creating profiles in Airtable, and conducting phone call training.
• Contributed to the loss prevention team by identifying and resolving missing parcels in store

Technical Support II - Verizon Telecommunication 2015 - 2018 

• Assisted customers in troubleshooting home phone, internet, and television (FIOS) issues.
• Initiated technician dispatches to the area if problems could not be resolved over the phone.
• Coordinated with the network office for outage diagnosis. Sales

Chat Support - Toshiba America 2013 - 2015 

• Guided customers in selecting the right laptop for their needs and processed online orders.
• Addressed customer inquiries regarding order status, returns, and exchanges.
• Creating quotations for sales inquiries and business orders

• Guided customers in selecting the right laptop for their needs and processed online orders.
• Addressed customer inquiries regarding order status, returns, and exchanges.
• Creating quotations for sales inquiries and business orders

• Helped customers understand their bills through phone calls.
• Assisted customers in the activation of their phones.
• Created new additional accounts for customers.

• Proof reads articles that will be published for e-commerce websites.
• Create Contents for specific topics as per client request

• Assisted in sourcing client leads, including venues, concert tour hosts, coordinators, and public relations professionals to expand business opportunities.
• Developed and maintained relationships with key industry contacts to facilitate successful partnerships and event planning.
• Collaborated on upcoming projects and video shoots, helping to organize creative ideas and document key details to ensure seamless execution.
• Provided logistical support to streamline project planning and enhance efficiency.

• Creates sourcing strategies and talent insights for all covered industries of stakeholders
• Create reports with Hiring Trends data to specific requests of stakeholders
• Conducts research to market based on projects assigned

• Sources resumes of qualified candidates for specific IT job orders, using job boards, applicant tracking systems, company websites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.
• Sets up interviews between candidates and hiring managers.

• In house recruitment for candidates for various remote jobs : Call Center Agent, Virtual Assistants, Underwriters, Collection Representative, etc.
• Setup and accept interview requests for candidates.
• Conducts video interview to pre-screen candidates and qualifications.
• Provided recommendations to qualified candidates to be interviewed by clients

• Progress and monitor claims assigned Work on recoveries and settlements

• Handles Technical troubleshooting for L1 and L2 Samsung android phones concerns

• Screened and scheduled interview local PH talents with experience in Graphic, Video and Web designing for US Clients
• Conducted initial interview via Online video conferencing
• Endorsed candidates for client screening
• Conducted job offer and hand offs to HR for successfully hired candidates

• Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer.
• Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company.
• Answers concerns regarding billing and other charges on the bill.
• Gave credits to qualified customers.
• Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with.
• Performed SME/Floor support duties and served as Team Lead back up.

• Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver; provide complex aftermarket ordering and service support; receive order requests from customers and validate the accuracy of the information provided; Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed

• Reviews client contract and ensure that the service delivery provided are within the agreement.
• Provide client order quotation and invoicing based on the contract signed by the client.
• Improve overall customer experience for production and service delivery activities
• Ensure SLA’s are achieved and client expectations are met (or exceeded) by the team.
• Point of escalation.
• Create process improvement and action plan to drive continuous improvement. Conflict management. Incident management.
• Work closely with Professional Services, project resource members and cross-functional teams.
• Provide training/mentoring to new hires
• Review and provide performance feedback/appraisal to resource and Manager. Attend management and client call.
• To provide reports to an agreed schedule (or on request), including management and account performance reports.
• Escalate issues to Manager/Director when there are quality issues to help minimize recurrence.
• Reviews and set yearly team goals with the team Manager and Director, cascades and explains it to the team to make sure everyone is aligned to these goals and that they will know how these will be met.

• Pulled up all existing tickets, equally distributed these amongst the team on a daily basis
• Handled Tier3 Level tickets and assigned to the appropriate team

• Made outbound calls based on the tasks assigned to my bucket.
• Reviewed short term disability documentation requirements
• Disability claim endorsement to Short Term Disability Examiner for review/approval. Followed up on missing requirements for the disability claim.
• Scheduled follow up as needed.

• Provides assistance over the phone to customers.
• Performed retention call evaluations. Handled retention calls.
• Made collection calls for unpaid invoices. Managed all communication channels like email, SMS, and chat
• Responsible in equal messaging task assignments and ensuring all tasks are completed within the SLA allotted for each task.
• Call quality evaluations for phone representatives.