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

• Fixing customer's internet connection
• Assisting in customer's with their Fetch and Mydodo App from their devices
• Using Jira in creating cases and monitoring purposes.
• Knowledge in Android, iOS, Mac interface and Windows operating system.
• Able to assist customer via chat, email, inbound and outbound phone calls.
• Knowledge in setting up Voip services.
• Trained with billing concerns and plan details.

• Catering inbound calls for a sales Telco account

• Handling billing and plan detail concern for a Telco account
• Trained for handling escalations and cancellation concern

• Supervised more than 20 representatives in various inbound and outbound campaigns such as customer service, technical support, collections, sales and infomercials, catalog requests and telco projects.
• Innovated incentive plans and schemes to boost up the morale of reps.
• Consistent Top Supervisor for customer service campaigns.
• Started as a customer service representative and became a consistent top seller and up seller as well.
• Conduct interviews for potential external & internal candidates up to Senior Supervisor level.
• Handle all promotions, transfers, salary increases requested from the recruitment team and advice the compensation section with the needed feedback for implementation.

• Maximized sales output within the assigned shift for outbound campaigns such as credit card sales, online yellow pages, appointment setting, collections, surveys and VoIP projects.
• Mentoring and coaching supervisors to achieve respective KPI's.
• Responsible for service delivery execution including achieving contractual center performance metrics and assisting with monthly budget preparation and managing financial resources.
• Reports directly to the call center manager.
• Enacted as Account Coordinator, QA, and as a Trainer.
• Supervises the hiring process performed by the recruitment team to assure smooth implementation.
• Cross trained for Dell consumer sales, collections, appointment setting and surveys.

• Responsible for managing 15 team members in a Telco inbound customer service and technical support account to hit or exceed client metrics and KPI's such as AHT, ACW, CRT, etc.
• Coaching and motivating the team to achieve and or exceed goals.
•  Perennial Top Supervisor for T-mobile and was able to promote 2 team members as Coaches.
• Interacts well with management as well as clients making sure that exceptional customer service is being delivered.

• Managed the service desk composed of call management administrators that caters Abu Dhabi, Bahrain, Dubai, Kuwait, Oman and Qatar with regards to their IBM machines and other OEM's.
• Maintains the CRM (Citrix) for all existing and new clients.
• Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
• Assure the compliance of requested job vacancies with the budgeted headcount planned.
• Conduct interviews for potential external & internal candidates.

• Managing email content and email blasting for various clients.
• Managing support operations to achieve client goals and metrics.
• Managing 10+ team leaders & 150+ agents for TKV, traffic data analysis.
• Maintains set KPI's and reports directly to the Site Director.
• Oversees overall performance of the campaign.

• Lead generation and appointment setting for financial accounts.
• Extract leads over the internet using various sources like Linked In Sales Navigator and other social media platforms.
• Responds to calls and emails from customers whenever necessary.
• Telemarketing for surveys and callbacks.

• Managing gym membership packages both for new and existing clients.
• Managing existing clients for retention of membership.
• Coordinates with the operations and support department to make sure that client goals/targets are being met.
• Reports directly to Customer Service Manager.

• Managing international sales for smart locks.
• Responsible for negotiation and closing of sales.
• Coordinates with the operations and sales department to make sure that client goals/targets are being met.
• Reports directly to the International Sales Manager.

• Prospecting of new clients in supported global regions.
• Procure information to correctly qualify clients.
• Set meetings with decision makers.
• Coordinates set meeting thru the business development managers.
• Properly document activities and action plans in Oracle NetSuite.

• Managing multiple accounts for voice, back office, and email support.
• Acts as liaison between clients and the management.
• Reports directly to the Senior Operations Manager.
• Maintains set KPI's and oversees overall performance on all assigned accounts.
• Coordinates with the recruitment department for profiling potential new hires.

• Managing email marketing campaigns thru Mailchimp for sales in commercial/residential projects.
• Managing social media accounts like LinkedIn, Instagram, YouTube, and Facebook to attract potential clients and advertise property investment opportunities all throughout the UK region.
• Coordinates with the management to achieve goals and metrics.
• Gives suggestions on how to improve the marketing channels to increase sales.
• Reports directly to the COO.

• Managing email marketing campaigns for research and development tax credits in the US.
• Coordinates with the management to achieve goals and metrics.
• Social media management is executed thru LinkedIn, YouTube, and Facebook accounts.
• Reports directly to the CEO.
• Setting appointments for qualified clients

• Responsible for lead generation, research, appointment setting and sales.
• Managing existing clients for retention of membership.
• Web and Mobile App Development. Search Engine Optimization, Online Reputation Management, Social Media Optimization, Lead Generation, Mindshark Reviews, Mindshark Review Management, Marketing Automation, Lead Nurturing, and Managed Enterprise SEO.
• Coordinates with the operations and support department to make sure that client goals/targets are being met.
• Reports directly to the Country Manager

• Searching for sales contacts with specific profiles proactively, using LinkedIn, job boards, public forums, and other resources, and add them to the internal CRM.
• Regularly monitor sales inboxes and forward relevant lead information to the appropriate team members.
• Search job boards and public forums for potential leads and track down associated contacts for follow-up.
• Support database hygiene by managing record merge requests, adding new companies, and ensuring data accuracy.
• Configure and set up marketing automation campaigns to engage with potential leads effectively.
• Work closely with cross-functional teams to assist in new initiatives and support additional processes as needed.
• Review job postings for accuracy and completion before approving for public posting.

• Maintained accurate department customer records.
• Tracking and submission of employee timesheets for payroll processing.
• Respond to sensitive inquiries and complaints.
• Coordinate with the right department to ensure that service provided is excellent.
• Provided secretarial and office management support to upper management.
• Paper works preparation and send requests to relevant department.
• Answered phone calls and emails to provide information, resulting in effective business correspondence.

• Recovery and collections
• Email Management (Send emails to clients, debtors, assessors, repairers)
• Assist queries from clients, insured, debtors, assessors, repairers
• Inbound and Outbound calls to customers, insured, debtors, assessors, repairers
• Claims liability review for recovery and identify best actions to be taken
• Paperworks preparation and send requests to solicitors for issuance of legal proceedings against debtors.

• Create placements, update client card and candidate card using client's existing system.
• Complete candidate confirmations for client rosters.
• Complete candidates' availability check in preparation for consultants to do the roster.
• Complete tasks and email requirements in a timely manner.
• Generating weekly/daily rosters via excel sheets and uploading them into company rostering system.
• Responding to roster inquiries from relevant staff. Inbound and outbound calls from clients.
• Contact with client to ensure service requirements are met.
• Assisting with general administrative duties to support staff.
• Assisting with management of timesheets for staff.
• Contacting available staff for work.

• Answer questions about warranty coverage, prices and product uses.
• Emphasize product features based on customers' needs.
• Determine customer needs and propose the appropriate product.

• Answer questions about account information, current plan, and billing statement.
• Manage accounts, collect payments, and updating of customers' information to reflect changes to the account.
• Work with customers to set up payment plans and ensure bills are paid.

• Manage and maximize leads and call possible clients.
• Provide benefits and features of the product depending on the needs of the customer.
• Convert interested customers/leads to a sale.

• Answer chat queries from the website about prices and plan features.
• Emphasize plan features based on customers' needs. 
• Close/convert interested customers to a sale.

• Answer questions about warranty coverage and product features.
• Handling customer complaints and providing the best resolution or support option available.
• Process warranty claims.

• Handling Escalations.
• Admin task, data entry, reporting, and coaching.
• Providing customer support through Email, SMS, inbound, and outbound.

• Responsible in answering internet connectivity enquiries
• Responsible in troubleshooting Hardware and Software issues
• Responsible in resolving Internet connectivity issues

• Responsible in answering queries specific to television
• Responsible in troubleshooting uverse television issues
• Responsible in resolving issues with Uverse TV
• Responsible in troubleshooting internet connectivity issues
• Responsible in troubleshooting Hardware and Software issues
• Responsible in answering billing enquiries

• Responsible in answering internet connectivity enquiries
• Responsible in troubleshooting Hardware and Software issues
• Responsible in resolving Internet connectivity issues
• Responsible in actioning Back of House Cases
• Provides Email and chat support for ISPs

• Responsible in answering internet connectivity enquiries
• Responsible in troubleshooting Hardware and Software issues

• Provides Daily and Weekly Developmental Coaching to Team Members
• Provides Support and Assistance for Supervisor Escalation through the Chat Application and Messaging Platform
• Provides daily and weekly team performance through reporting
• Responsible in delivering month over month performance through KPIs

• Taking messages from stakeholders, Fulfillment team in be half of CEO.
• Schedule appointments and managing calendars meetings efficiently.
• Record messages, take notes, and maintain comprehensive MOM.
• Research trending products , compile reports, and perform data analysis.
• Draft emails, create process documents.
• Answer customer inquiries through different communication channels.
• Manage order and track order status.
• Troubleshoot order - related issues.

• Taking messages from prospect wholesale clients in be half of CEO.
• Scheduling appointments and managing calendars efficiently.
• Provide exceptional customer support, addressing order/delivery inquiries, and resolving issues promptly and effectively.

• Taking messages for the CEO and accurately recording relevant information.
• Scheduling appointments and managing calendars meetings efficiently.
• Create engaging gaming contents for all social media platforms (Facebook, Instagram, and Twitter).
• Research and Implement Social Media Strategies to boost brand awareness.
• Perform other ad hoc duties as required

• Schedule cleaning and maintenance services for the property.
• Ensure timely completion of all scheduled tasks.

• Communicate with property owners regarding maintenance needs and updates.
• Provide regular statements and updates to property owners. 5.

• Respond promptly to guest inquiries and concerns via chat and email.
• Offer solutions and assistance to enhance the guest experience.

• Respond to guest reviews on various social media and rental platforms.
• Address any issues raised in reviews and maintain a positive online presence.

• Providing phone and chatsupport
• Assisting with technicalinquiries
• Home security services
• Cable and phone serviceassistance
• Processing retail orders
• Sales support

• Providing chat support
• Managing customercomplaints
• Responding to customerinquiries
• Troubleshooting technicalproblems
• Addressing internet-related problems
• Sales

• 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.

• Business management
• Social media marketing
• Accounting management

• Sourced 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

• Conduct research on job description details.
• Write, copy, and edit job postings.
• Upload job openings to the company portal.

• Supported clients about their
• DIRECTV services which include billing explanation, upselling  services tied up to their needs, assist in minor troubleshooting for technical issues.
• Ensuring that action plans are executed during coaching sessions to meet company goals month over month.

• 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

• Sourcing suppliers and maintaining long-lasting relationships with them as well as existing suppliers.
• Implementing inventory optimization strategies within the company.
• Obtaining quotes from different suppliers using B2B trade sites like Alibaba, Made-in-China, and many more.
• Negotiating price, quantity, and delivery schedules with suppliers.
• Assessing quotes and compiling a detailed assessment of cost breakdowns.
• Generating quote comparisons and contributing to internal supplier selection based on the quotes.
• Providing solutions to improve company spending and outsourcing.
• Ensure timeliness and accuracy of work prior to submission.
   

Procurement Officer | October 02, 2019-February 20, 2022

• Reviewing, comparing, analyzing, and approving products and services to be purchased.
• Maintaining and updating supplier information such as qualifications, delivery times, product ranges, etc.
• Creates purchase orders, ensuring relevant procurement procedures have been applied and all supporting documentation is attached.
• Review quality of purchased products.
• Prepare reports and updates as and when required.
• Check, review and matches received tax invoices with the LPO and ensures that all supporting documents have been attached (i.e signed D.O or Service Report).
• Process suppliers’ payment and follow up payments to Accounts Department.
• Provides assistance to Senior Procurement Officer in all aspects.
• Ability to manage and maintain good relationships with vendors.

Receptionist/Admin Assistant || September 24, 2017-October 01, 2019

• Greet clients and visitors with a positive, helpful attitude.
• Manage meeting room bookings and ensure that everything is in order.
• Keep meeting rooms clean and tidy.
• Schedule and confirm appointments and maintain event calendars.
• Answers all incoming phone calls and dialing international numbers.
• Deal with complaints or problems.
• Manage and maintain petty cash.
• Sort, organize and maintain office records accurately.
• Assisting colleagues with administrative tasks.
• Answering, forwarding, and screening phone calls.
• Sorting and distributing mails.

• Processes reservations by mail, telephone, fax or central reservation systems referral.
• Answer all client questions and incoming calls.
• Redirect phone calls to the appropriate department and take down messages.
• Processes reservations from the sales office, other hotel departments, and travel agents.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Assists in preregistration activities when appropriate.
• Monitor, organize and forward emails.
• Maintain records and files.

• Administering check-ins and check-outs.
• Providing front desk services to guests.
• Assigning rooms and taking care of administrative duties.
• Delivering mail and messages.
• Processing guest payments.
• Coordinating with bell service and staff management.
• Accommodating general and unique requests.

• Efficiently and effectively utilize the practice software to arrive, queue, and book patients’ appointments according to the practice policy set by the practice principal.
• Collaboration with nursing, allied health, GPs, and administrative personnel to provide patient care. 
• Ensuring administrative duties are completed, including scanning, batching, answering phone calls, and compiling and transferring patients’ files. 
• Confirm each patient’s insurance eligibility and validity.

• 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.

• 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.

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

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