A detail-oriented customer service professional with 8 experience
providing exceptional support and ensuring tasks is completed on
time and with extreme confidentiality. Strive in fast-paced, virtual
environments following established procedures and practices to
exceed all client expectations. Organized leader looking for a
remote position as a virtual assistant.
Experience
TTEC
Nov 2020 – Present
Philippines
BPO Team Leader
• Managed a team of 15-20 representatives and provided coaching and feedback along with
performance reviews.
• Daily task included tracking attendance, schedule adherence, phone metrics and quality scores.
• Conducted weekly and impromptu team meetings addressing new policies, procedures, and
allowed agents to voice concerns and ideas.
• Ensured the team achieves goals consistently thorough Call Quality mentoring, coaching sessions,
Productivity, Adherence and Attendance.
• Prepare and submit required reports to the Operations Manager (Performance, Agent KPI,
scorecards, and case analysis).
TTEC
Jul 2018 – Oct 2020
Philippines
CSR
• Processed payments refund and record important customer data, update customer information,
de-escalate calls via active listening to identify needs and provide timely solutions.
• Achieved an average of 90% score from Customer satisfaction Surveys monthly
Convergys
Feb 2017 – Apr 2018
Philippines
CSR
• Assisting with billing issues, clarifying charges, and handling disputes. Helping customers understand
their statements and payment options
• Troubleshooting service issues such as connectivity problems, device setup, and network
performance.
Megaworld Global Estates
Jul 2015 – Dec 2016
Sales Support Associate
• Supported two departments by completing monthly real estate sales report and client contracts.
• Performed data entry into automated programs to track contracts, applications, filings to ensure
compliance with paperless system. Ensure the proper filing of document in case of audit.