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

• Received inbound calls regarding their queries about booking, changing and canceling their hotel, flight and car reservations Answered multiple calls a day Called hotels, airlines and car companies regarding customers concerns Subject Matter Expert
• Assisted new employees on the work around and the processes of the account Listened to their calls for quality purposes Took supervisor calls

• Did outbound phone calls to aspiring authors and offered publishing packages that best suit their needs in publishing their books Did some follow up calls with the authors Offered marketing for their book Aegis People Support

• Updated rates, availability, promos and photos on website Emailed hotel representatives to ask for updated information of the hotel Did weekly video group meetings with the direct client Trained on how to use a CRM and was tasked to train colleagues Responded to customer and client emails

• Resolved complaints, problems or questions while demonstrating professionalism and courtesy to customers.
• Answered inbound phone calls and addressed customer's inquiries about buying or selling on the website Provided first call resolution to client inquiries on technical issues by using active listening skills and thorough knowledge of company products/services

• Created, processed and edited orders
• Updated orders tracking and invoice numbers
• Created end of day reports Submitted tracking and invoices
• Maintained vendor’s portal ,making sure there are no pending orders, no cancellations and changes

• Followed a script-driven call flow and handle questions and objections
• Gauged seller motivation
• Input data into a CRM (Zillow) form
• Send SMS to possible leads
• Sourced leads and perform skip tracing
• Completed property research and comparative market analysis (comparable)
• Created basic spreadsheets using Google Sheets or Excel Managed Leads
• Set up accounts for Facebook, Twitter, Instagram, and LinkedIn
• Created and posted contents in
• Facebook and Instagram
• Performed graphic design using Canva
• Replied to messages and comments
• Created email campaigns
• Created lists on where to send email campaigns
• Responded to emails
• Organized Email

• Send Construction updates to clients and brokers Request registration updates from developers via email
• Send title updates to clients and brokers Update necessary details in the CRM (Registration dates, construction updates, etc)  Saved client’s documents in there respective Gdrive.
• Mark up & send clients working drawing and other documents via Docusign
• Responded to clients queries about build updates and title updates
• Created presentations for clients
• Requested information from client that the builder needs
• Maintained good relationship with the clients by responding to there queries and keeping them up to date in all necessary updates

 Administrative Tasks:

• Email Management
  • Manage the agent's inbox and calendar efficiently
• Calendar Management

• Create and manage tasks for the real estate agent

• Data Entry

• Maintain the agent's CRM (Customer Relationship Management) system
• Enter listings into MLS (Multiple listing services directory)

• Prepare seller disclosure packets prior to on market date
• Order and scheduling of listing photo/vid shoot

• To undergo training for transaction coordinating for seller and buyer sides Participate in weekly meeting recap

Client Communication:

• Complete assigned client touch points (emails, mailers, comment on social posts)
• Prospect the agent's client database via phone texts, or emails
• Create Comparative Market Analysis (CMAs) for past clients for annual financial review
• Create and edit email templates via messaging platforms

• Coordinate with third-party service providers such as pest and home inspectors

Marketing & Social Media:

• Create and curate content for social media
• Write blog posts, newsletters, captions (assisted by AI)
• Schedule and post content
• Improve SEO and online visibility
• Create both print and digital content using tools such as Canva
• Perform basic editing of photo and video content
• Design newsletters, brochures, flyers, postcards, and flipbooks
• Manage newsletter recipient lists

• Delivering World Class Customer Service and Building Customer Satisfaction and Loyalty.
• Troubleshooting the product and services to best fit their needs and expectations.
• Identifying, researching and solving customer’s issues/complaints. Issues such as Billing, Financial and Technical problems.
• Answering phone calls to respond to orders, general inquiries, invoice questions.

• Answering and receiving phone calls.
• Sending faxes and emails in matters related to the office jobs and related works.
• Filling documents as per the requirement of the Manager and by updating files and registers related to attendance and work of the staff.
• Checking Telegraphic Transfers from clients.

• Responsible for answering and resolving advanced product technical-support questions received from customers.
• Guidance of the users to support them in becoming more productive
• Support in the development of programs to train the customer on how to properly use the products
• Evaluation of the systems' problems to recommend enhancements

• Greeting Customer in a friendly, professional manner.
• Furnishing members and Health care practitioners with details regarding members benefits.
• Provide pre-authorization for medical treatment, and outline information regarding co-payments
• Advise current and prospective members about the most suitable plans based on their needs.

•  Our primary task was to answer provider calls inquiring about patients' benefits, eligibility and claims information.
• These are patients  that suffer from mental health and substance  abuse.
• We locate the information needed by the providers for them to service these  patients. 

•  Our primary task was to verify patients'
• Our primary task was to answer calls from benefits and eligibility for
• Durable Medical people who would want to book a hotel Equipments.
• We use portals and also make reservation and make it easier for them to find calls to insurances to verify the said benefits. good hotels if they have nothing in mind yet. We also call patients to get the updated
• Each booked reservation is also considered a insurance information if needed. sale for us.

•  I have been doing insurance verification, Our primary task was to answer patient calls claims and prior authorization inquiries for a who needed prescription refills.
• We refill their DME provider.
• We use portals and we also medications after checking thoroughly that call insurances regarding specific they are eligible for one. questions.
• I am also trained to use EMR tools.

• Our primary task was to answer calls from people who would want to book a hotel reservation and make it easier for them to find good hotels if they have nothing in mind yet.
• Each booked reservation is also considered a sale for us

• Handled Credit repair campaign
• B2C outbound calling US Clients
• Lead generation
• Qualify customers 
• Help customers to fix their credit scores
• Assist customer in paying loans and acquiring properties

• B2C outbound and inbound calling US, New Zealand and Australian Clients
• Upselling and advertise products 
• Assist customers with their cancellation concerns
• Retain Customers

• B2C outbound calling
• Fix customers credit score
• Retaining customer 
• Handling cancellation concerns
• Assist customers

• B2C Outbound calling clients from UK, South Africa, Australia and New Zealand
• Selling lottery tickets
• Process Payments
• Handle customer inquiries 

• Handled Insurance Campaign
• B2C and B2B Outbound calling
• Appointment setting
• Qualify leads

• Supplies both new and existing consumers
• Fixed technical issues, mostly with Bluetooth and WiFi, and the Onstar system
• Resolved billing questions
• Assisting clients in selecting the best service plan for them
• Supported offline advisors as they transitioned to being inbound agents by acting as their mentor
• Served as a Connection Center representative for General Motors, mostly assisting consumers with the creation of their online accounts and mobile applications

• Resolve all customer queries and follow established procedures as appropriate thereby providing alternatives, also, apply, superior service call handling skills to ensure best possible solutions and First Call Resolution to Card Members
• Adherence to quality and compliance guidelines
• Document necessary account information and offer custom solutions that benefit the customer
• Grow and nurture customer relationships on every interaction that results in measurable Customer value
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
• Ability to make quick decisions and respond to customer inquiries.

AVP, Customer Service
Apr 2021 - Oct 2021

• Title Change and Promotion after the company acquisition Continued to exemplify exceptional managerial skills by actively partnering and collaborating with US counterparts and Senior Leadership in driving process improvement, creating impactful policies, fostering training and development initiatives, and supporting career progression for the team.
• Enhanced operational efficiency by actively partnering and collaborating with US counterparts and Senior Leadership in various areas, including process improvement, policy creation, training and development, and career progression.

Manager, Customer Service
July 2011 - Apr 2021

• Led and managed a diverse team of Financial Services Representatives, proficient in handling inbound and outbound calls, e-mail support, chat support, fraud prevention services, Employee Stock Plans, and Mainstreet operations. Successfully sustained 24x7 Customer Service operations during overnight hours
• Conducted risk identification, assessment, reporting, and monitoring operations, ensuring adherence to US Financial Industry Regulatory Authority compliance. Reviewed existing risk management procedures and recommended improvements for enhanced effectiveness
• Implemented strategic initiatives aimed at boosting employee morale, driving performance, and consistently improving the overall customer experience
• Collaborated with domestic counterparts to streamline chat, email, and overnight operations, optimizing processes and increasing efficiency Revamped training and new hire onboarding processes while concurrently managing a regular Customer Service team
• Conducted comprehensive quality evaluations of representative interactions with clients, including calls, emails, and chat interactions
• Performed the critical role of Hiring Manager, overseeing the final recruitment process for Customer Service through interviews and selection
• Actively fostered the development of team members through coaching, training, delegation, and exposure to challenging tasks, unlocking their full potential
• Recognized with the Customer Service Achievement Award for outstanding leadership contributions
• Consistently rated as exceeding expectations in annual performance appraisals

• Project-based contractor tasked to document existing processes
• Collaborate with other relevant functions to develop new processes for both customer-facing and back-office associates

• Welcome first-time guests during Sunday services, ensuring a warm and engaging experience.
• Send personalized follow-up messages to acknowledge attendance and encourage further involvement.
• Invite guests to church gatherings, Life Groups, and LIFE Classes to foster deeper community engagement.
• Support the church's mission by building meaningful connections and guiding individuals in their spiritual journey.
• Manage and update the church management system, maintaining an accurate database of over 2,000 members.
• Track each member's discipleship progress and spiritual growth journey, ensuring timely follow-ups and accurate records.

LOGISTICS
• Establish and maintain maximum and minimum consumables inventory levels
• Coordinate with the in-house sales team to promote accurate and timely processing of orders for customers
• Provide assistance in maintaining logistics planning tasks
• Scan orders into the computer and track shipments across multiple channels
• Approve timesheets associated with deliveries and pick-ups
• Administer and maintain inventory control program systems
• Support with the maintenance of logistics policies, procedures, support plans, and similar data.
• Manage and monitor the performance of the entire fleet, routing and schedule planning

ADMIN

• Oversee the administration of program files and relevant documents, including the filing of documents, physically and electronically;
• Registering and tracking all incoming and outgoing physical correspondence
• Perform receptionist, and operator tasks as needed
• Assist in the preparation and implementation of financial processes as needed
• Manage public information materials
• Manage equipment and assets
• Perform other logistical and administrative tasks within the program’s scope of activities, as instructed by management.

-SALES-

• Develop and execute sales strategies to achieve business objectives and revenue targets.
• Analyze market trends, identify potential customers, and explore new business opportunities.
• Collaborate with senior management to establish sales goals, budgets, and forecasts.
• Recruit, train, and mentor a high-performing sales team.
• Set sales targets and performance metrics for the team, and monitor their progress.
• Provide coaching, guidance, and support to improve individual and team performance.
• Conduct regular performance reviews and implement strategies to drive sales productivity.
• Build and maintain strong relationships with key customers and prospects.
• Understand customer needs and provide appropriate solutions and product recommendations.
• Coordinate with other departments, such as operations and logistics, to ensure timely delivery and customer satisfaction.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Monitor sales activities, track leads, and manage the sales pipeline.
• Prepare sales forecasts, reports, and presentations for management.
• Analyze sales data to identify trends, evaluate performance, and make data-driven recommendations for improvement.

• Cold calling to debtor for both Australia and NZ.
• Sending a correspondence / demand letter to debtor.
• Creating auto response for debtor's account
• Resolve accounts delinquency by suggesting urgent payment method, offer payment plan, referred to government consolidation agency.
• Resolve escalation and create reports.

• Receiving Inbound and performing outbound calls
• Collecting payment due amount for credit card members and advising payment for pros and cons.
• Helping credit card members by suggesting payment method to avoid account further in past due
• Providing resolution to Card Member to re-establish credit report

• Provide a satisfactory level of customer service to existing customers in relation to queries or concerns
• Managing and resolving customer complaints to prevent cases from being escalated to third-party organizations
• Positively and proactively resolve technical issues to bring them to a resolution
• Raising issues seen consistently across multiple sites with the Team Leader, Technical Support, and Warranty for further investigation and resolution implementation
• Liaising with product manufacturers to initiate and retrieve confirmation on warranty claims
• Creating return orders via a customer relationship management system to a satisfactory standard
• Liaise with installers in the field, arranging testing and resolutions
• Provide feedback on systems and workflows, to improve outcomes
• Maintain effective cross-team working relationships with all key stakeholders to ensure the customer experience is maintained to a high standard
• Assisting customers via inbound queue calls, with a required output of 40 calls per day and an average talk time (ATT) of less than 5 minutes
• Assisting team members in the Post-Installation team where required
• Attending team meetings and training sessions to improve knowledge and skills
• Other duties as required

• Handled initial troubleshooting for all Apple products.
• Research and follow up for emerging issues.
• Initiated customer interactions as per customers request.
• Handled escalations from tier 1 and 2.
• Completed reports for the internal engineering team for prevalent and emerging issues.
• Handled billing disputes and refund requests for all Apple services.

• Provide end user technical support for all Dell Products.
• Research and Diagnostics for problems related to computers and laptops.
• Scheduled calls for ongoing issues.
• Issue monitoring for unresolved issues.

• Handle all Incoming calls for Bank of America Credit cards.
• Provide customer support for credit card related issues.
• Device a payment plan for delinquent accounts.
• Research and resolve Billing disputes and Chargebacks.

• Taskd to provide end user troubleshooting for all Toshiba products. (I.E. Desktops, Laptops, All in One computers)
• Resolve all customer reported issues related to Toshiba products.
• Log and manage customer complaints.

• Handle incoming calls and customer inquiries thru ICARE.
• Provide Initial troubleshooting for customer's mobile devices.
• Schedule repairs or finding the nearest service center for customers.
• Device payment plans for delinquent customers.
• Manage billing related concerns for customers.

• Handle computer subjects (software, programming, computer system)
• Prepare syllabus for every course once in a semester

• Take inbound calls
• Provide technical assistance to customers subcribed
• Handle and resolve software, hardware and networking issues

• Received awards of excellence as top associate
• Take outbound and inbound calls
• Provide technical assistance to customers owning a desktop
• Handle and resolve software and hardware issues
• Assigned as POC once in a week and distribute calls to teammates
• Track calls and analyze service tickets
• Do roll-outs and refreshers to inbound agents about callback process and guidelines

• Begin procedures, prepare the LAN Pos (cash counter) every start of the shift
• Make sure that garments/ items are displayed according to retail standards
• Assist customers in choosing what items will suit them
• Handle any store-related concerns, issues and complaints of customers
• Relay all store/customer-related issues to the store management for immediate action
• Request more stocks of fast-selling items
• Make reports for items which are not really selling well and those broken-sized items
• Assist in doing monthly inventory
• Set up designated sections before closing time
• Perform Day End procedures, count the total amount of money accumulated at the end of the day and tallying it with the system report
• Complete checklist for retail standards and day end report for the cash counter

• Handled billing issues for UK mobile phone customers
• Explained bills in details to customers
• Handled technical issues as well
• Troubleshoot defective mobiles phones over the phone
• Perform different tests to resolve technical problems of customers mobile phones

• Data research and data management; lead information updates; tasks monitor and management; creating, managing, and updating system forms, processes, and flowcharts.
• File management
• All technical supports, research, implement and improve company technologies and make it more efficient.
• Creating forms and implementing processes.

• Providing great technical support to our customers via a wide range of communication channels;
• Triage and resolution of basic technical support queries
• Escalation of more complex support queries
• Logging of tickets on Freshdesk support system
• Building successful relationships with our customers
• Proactively looking to improve our service to customers by being sensitive to their business needs

• Provide customer support on the company website
• Provide customer support for any incidents related to their orders

• Provide customer support for their billing needs

• Provide financial suggestions that will help the customer reach their financial goals
• Provide assistance as required by the customer for their financial goals

• Search products that can be used for trade
• Provide assistance required in the office 

• Suggest technical assistance products that will help the customer with their current issue with their computer or modem that is not covered by the service provided for by their Internet service provider

• Provide customer service to each customer
• Upsell customer equipment

October 25, 2014 - December 16, 2017
Customer Support Representative – Sales Chat

• Provide product details customer needs to decide to take the service
• Maintain security of customer profile

Customer Support Representative (US Photography Account)

• Provide assistance to customer's requiring help in ordering photos online 

Ad Hoc Trainer

• Provide necessary training to new agents for the program from Foundations to Product
• Maintain level of standard in the account by providing agents the standard operations procedure

 

• Handle repetitive callers and customers who have been transferred multiple times
• Handle complex issues requiring complex tools
• Handle escalated calls
• Provide proper resolution on each and every call to avoid having the customer call back again for the same issues
• Provide follow up for issues not resolve on the first interaction

• Key contributor to the coordination of the Sales and Preliminaries team, through document control and administration assistance to the Sales & Prelims Manager as well as adherence to the structured and robust processes in accordance with best practice. This position assists the Sales & Prelims Manager through effective communication and implementation of systems.
• This position will require prevalent IT and communication capabilities including living the core values, engaging people for challenge, passion for outcomes, holding self and others accountable and rigorous systems and processes.
• Most work involves both written and oral communication, word processing and typing, and requires relevant skills such as IT, organizational and presentation skills, as well as the ability to multi-task and work well under pressure.
• The responsibilities are varied and relate to all aspects of residential and commercial projects pre-construction.
• This position involves high levels of structure and attention to detail to accomplish a number of set tasks to work through on a day-to-day basis.
• Effective facilitation of critical information to a wide range of individuals; at all levels of the organization and externally.
• The key outcomes for the position are: the optimization of the Sales and Preliminary Department’s efficiency; through the use and maintenance of operational standards; process controls; clear communication; organisation of plans and project documentation.
  • Coordinate Sales and Preliminaries documentation.
  • Extensive time management skills and the ability to meet tight deadlines are critical to the success of this department.
  • Strong communication, problem solving and interpersonal abilities
  • Organization & Prioritization of Sales & Enquiries Emails.
  • Well-developed time management skills and the ability to manage conflicting priorities and meet tight deadlines
  • Strong attention to detail
  • Methodical and thorough approach to daily tasks.
  • Extensive experience in Excel and Word.

• Training sales agents
• Appointment setting that offer products
• In-charge of training quality analyst
• Documenting leads or prospect buyer

• In-charge of training quality analyst
• Develop quality assurance standards and company processes
• Create quality measurements to track improvement in products

• Collect operational and market data for financial analysis
• Identify trends and variances from the data

• Addressed customer inquiries

Inbound Sales

• Answer inquiries from potential clients.
• Sell the company’s service to clients through calls.
• Do sales support and follow-up.
• Nurture relationships with current customers and perform inbound lead follow-up calls.

Personal assistant to the CEO.

• Note taking
• Calendar organization
• Sending emails/ correspondence
• Following up after appointments.

• As an experienced Email/Live Chat Support Agent, I specialize in providing timely and effective assistance to customers, addressing their inquiries, processing orders online, tracking orders, resolving issues, and ensuring a positive user experience.
• With strong communication skills, attention to detail, and a customer-first mindset, I am committed to delivering high-quality support and fostering customer satisfaction.

• As a dedicated Customer Success Officer, I focus on building strong relationships with clients to ensure they achieve their desired outcomes.
• By providing proactive support, personalized solutions, and continuous engagement, I help drive customer satisfaction, retention, and long-term success for both the client and the company.

• Screen and process applicants for possible employment, coordinate with the other department regarding manpower requirements, and participate in Job Fairs and meetings
• Conducts initial interviews and tests then prepare appropriate recommendations and evaluates results of the examination

• Handled calls and assisted Comcast customers in the USA in understanding their billing statements, charges and credits, billing disputes, and other billing-related queries.
• Ensured the quality of call handling by adhering to policies, procedures, practices, and standards of the operations

Team Leader - Level 2 Escalation Team || January 2018 – September 2020

• Manages L2 Escalation Team who is responsible for the following tasks:
  • Responsible for the review and endorsement of Credit Adjustment/Refund Forms
  • Directly sends Coaching Feedback Form to Level 1 staff to provide opportunities in creating such forms
  • Responsible for Call Recording Investigation
  • Receives escalated calls from Level 1 staff when customer requests for a Supervisor.
  • Work continuously to increase Level 1 knowledge by reviewing escalated cases on a daily basis
  • Ensure that all actions and discussions pertaining to issues escalated from Level 1 staff are completely documented
• Accomplishes Triad Coaching with the respective Team Leaders and their staff per team
• Generates Outstanding Tasks and Pending Forms Summary Report for the whole Billing Department
• Creates Incident Reports, Employee Coaching Form, Notice to Explain Forms, and Disciplinary Action Forms for both Team Leaders and staff
• Taking Managerial calls when needed and assisting other CSMs with escalated tasks
• Makes recommendations for escalated tasks
• Validating the reasons as to why are we raising a credit/refund for our customers
• Generates and analyzes the report for the approved and endorsed Credit Adjustment/Refund forms for below and above $100.00
• Ensures quality and efficient service are performed by staff
• Responsible for tracking staff’s performance and providing necessary recommendations or coaching
• Handled Billing Taskers (Offline Team) who attend to customers’ concerns thru email by ensuring that those are being addressed in a timely manner

Customer Service Representative || February 2017 – January 2018

• Handled calls and assisted iiNet customers in Australia by reviewing their accounts, invoices, billing disputes, and other billing-related inquiry.
• Had an upskill training in Technical Support and assist customers with technical related concerns by ensuring that complete and accurate troubleshooting is done and by identifying which of the 4 layers is affected (Physical, Data-Link, Network, and Application)
• Ensured the quality of call handling by adhering to policies, procedures, practices, and standards of the operations

• Manages CS Support Team who is responsible for the following tasks:
  • Responsible for the email being sent by customers concerning their shopping charge cards
  • Attending live chats from customers who have inquiries about their shopping account, payment, and billing
  • Providing the best resolution on customers’ queries and concerns such as waiving late fees, overpayment, etc.
• Validating reasons as to why there’s a need to process credit or refund on customers’ accounts.
• Responsible for tracking staff’s performance and providing necessary coaching

• Manages a team for an inbound and outbound financial account (Fraud TXL Department):
• Manages customers’ accounts in line with the fraudulent activities of their credit cards
• Identifies the correct action to be done with the cases such as escalating to Extreme High-Risk and//or Account Take Over.
• Manages back office in reviewing customer’s applications which includes their documents (KYC and Detections)
• Responsible for tracking staff’s performance and providing necessary recommendations or coaching

• Manages a team for GenCare and GenTech agents of Sprint/T-Mobile
• Responsible for tracking staff’s performance and providing necessary recommendations or coaching
• Uploading of Spark to Actions, Call Observations, and NPS Deep Dive as part of root cause analysis for the detractors received

• Handles inbound and outbound sales calls
• Assesses sellers' cars to provide accurate offers
• Pitches offers and negotiates pick-up and payment
• Conducts follow-ups and monitors offer IDs
• Ensures quality and meets pick-up and revenue targets

• Verifying Shippers through outbound calls
• Lead Generation in CRM
• Does email sequence per campaign
• LinkedIn Outreach.
• Work with operations to provide spot quotes to clients in a way that maximizes revenue.
• Organize and prioritize RFP requests in CRM

• Crafting transformative partnerships that go beyond transactions
• Fostering collaborations that resonate with mutual visions, aspirations, and growth
• LinkedIn Content Posting
• LinkedIn Outreach
• Email Outreach
• Outbound Calls
• Generating of Reports for our weekly
• Sales Marketing Meeting

• Listing Entry and Management
• Real Estate Admin Assistance
• Real Estate Marketing
• Real Estate Transaction Management
• Property Management