• Monitored and validated the quality of work rendered by the call center agents based on the company's quality guidelines.
• Generated evaluations and corrections for Quality Issues.
• Responsible for digitizing recorded sales using a software system.
• Uploaded voice files to the NT server.
• Responsible for filing call center agents' track sheets, and recycling tapes.

• Handled the overall Oceania Export Rating process.
• Supervised the group's daily performance on rating procedure, and ensured that the creation of export documents was on time and accurate.
• Handled Australia and New Zealand top accounts, and ensured that standard operating procedures were followed.
• Provided solutions to issues and queries arising from bill preparation for international correspondence, and sent all management issues to counterpart.
• Managed the internal checking of bills prior to submission to Mumbai audit.
• Monitored the group performance to achieve the standard KPI.

• Managed the overall operations of the E-commerce Web Support- Manila business center by establishing worldwide customer support for the www.maerskline.com site.
• Provided daily management and leadership to a team of Live Help Chat operators.
• Ensured operators were trained, and knowledgeable about relevant applications and systems. Direct coordination with Centre E-Commerce (main office in Denmark) for service levels and KPIs.
• Quality assurance of chats and calls by a ticket system.
• Managed the team's full coverage to ensure chat support was always attended in agreed service hours.
• Coordinated with team leaders in other Live Help locations- international/global business centers on day-to-day issues, the "need to know", and best practice sharing.
• Coordinated with team leaders in other Live Help locations- international/global business centers on day-to-day issues, the "need to know", and best practice sharing.
• Coordinated with Centre E-Commerce on reports and management issues.
• Ensured consistent and high service level globally at all times.
• Ensured KPIs were met.
• Motivated team members to deliver world-class customer service.
• Trained clients with all applications on www.maerskline.com
• Informed clients on how to submit and process their shipments online.
• Focused on customers' questions and assisted in resolving them.
• Provided step-by-step solutions, and basic troubleshooting.
• Responded to customers in a timely and customer-focused manner.
• Maintained close daily coordination with other Live Help teams in Houston, Mumbai, Sao Paulo, and Shenzhen.

• Worked closely with the Vice President of Marketing in developing the research, and coordinated marketing activities and policies to promote products and services for iProfile.
• Responsible for marketing campaign creation, lead generation, and other inbound marketing services using different marketing systems and tools.
• Demonstrated technical marketing skills with the application of CRM tools such as Salesforce, Lyris HQ, and Mailchimp.
• Worked with the sales team to initiate and refine action plans based on the ongoing data.

• Managed all property contracts for listing and purchase agreements using Dotloop and KW Command.
• Managed the company's official Facebook, LinkedIn, and Instagram. Handled all the marketing and social media presence- from the creation of home layouts, designs in Canva, and execution using HootSuite.
• Created reports and provided rational interpretation of data.
• Managed the company's CRM- KVCore and Sierra.
• Prepared Listing agreements and addendums in Transaction Desk.
• Prepared the contract in Skyslope, and completed all the documents and forms needed.
• Posted listing in Flexmls, for Sale and Lease; updated price change in FLexmls, and other Listing Agent details in Flexmls.
• Called new leads and collected all details necessary to close a deal.
• Followed up on existing leads over the phone, chats, and sent email with Buyer's Questionnaire form.
• Contacted Listing Agent for showing tour, and set an appointment in Showing Time.
• Prepared Detail Reports (Public and Private) of the Property, Map, and Showing Instruction to the client/Buyer prior to the showing tour.
• Created Home Search, fine-tune criteria such as price, city/location, number of beds and baths, and other information in Flexmls for Buyer's chosen type of home.

• Worked closely with the Operations Manager to ensure the timely process of purchase orders in NetSuite-Oracle.
• Responsible for increasing sales production through daily calls with vendors and suppliers.
• Processed vendor pricing updates, and matched/mapped items for updates. Processed new items and formatted them in a suitable format for upload into the NetSuite system.
• Handled all outgoing calls to vendors. suppliers, and customers in making sure all purchase orders will be processed in a timely manner.
• Managed all emails- actioned and flagged those that need attention from other team members.

• Managed the implementation of CRM and Support area of the internal NetSuite system.
• Primary point of contact for the CRM application, and managed escalations to NetSuite support.
• Primary point of contact for user login access and strictly managed user requests for roles andpermissions.
• Assessed implementation needs for CRM, follow standard protocols to assist staff with the setup,configure the required modules to the specifications.
• Analyzed high-level business user requirements into a functional product design, and specify appropriate details suitable for use by those who must base their work on it.
• Created documentation of the system and business process.
• Provided training and ongoing support for employees at all levels for report building, customization, new integrations, etc.
• Worked closely with sales and marketing, and other departments for any system request and other implementation processes.
• Test enhancement or customization prior to rolling out.
• Provided support for ERP application, order management, billing, and inventory control, and warehouse management.
• Support end-user requests for new searches, reports, KPIs, and dashboards.
• Maintained product knowledge when new versions and system upgrades are released.
   

Appointment Setter Cold

• Calling
• Guage motivation of potential sellers
• Endorse hot leads to clients
• Proficient in handling objections for seller lead calls, determining between a warm or cold lead.

• Provided world-class support on CRM (Customer Relationship Management) from Sales ForceAutomation, Marketing, Support Management, Customizing Reports and Searches, PublishingDashboards, and offered solutions on NetSuite functionalities and other applications.
• Performed CSV import or Data Support Analysis, assisted customers with the import/export of datafrom enterprise systems into NetSuite.
• Customized end-to-end business processes to precise company and industry requirements.
• Maintained broad and technical knowledge of products and services.
• Filed system enhancements based on customer requirements.
• Communicated customer-reported system errors and issues to the Quality Assurance team andDevelopers.
• Demonstrated actual troubleshooting skills, and suggested workarounds to resolve customer issuesthat were often non-standard/ non-routine.
• Participated in activities designed to improve customer satisfaction and business performance.