2008
Bachelor of Science Nursing
Emilio Aguinaldo College
More Info About Me
Goal-oriented and Result driven Team Leader and Client Success Manager with seven years of experience in a fast-paced, independent environment that let me put my time management and organizational skills to use. Motivational and detail-oriented leader with a strong record of success in operations. Adapt in developing and implementing strategic and measurable steps to achieve desired operational outcomes.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Customer Service ( Voice and Non Voice)
Certificates
My Experience and Education
November 2022
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October 2023
Sales Over Drive ( Disability Help Group
(Application Specialist (Data Entry))
• Process claims and validate the eligibility of claims
• Transfer data from a hard copy to a digital database.
• Update customer information in a database.
• Verify outdated data and make any necessary changes to records.
• Search for and investigate information contained in files.
• Perform regular database backups to secure data.
• Input text-based and numerical information from source documents.
• Provide occasional administrative support.
• Sort and organize hard copies of paperwork after entering data electronically.
• Review data for deficiencies or errors.
• Assist with special projects that require large amounts of data entry.
• Provide data entry support across departments on an ad-hoc basis.
• Type in data quickly and efficiently.
• Ability to handle confidential information with discretion.
• Excellent problem-solving skills and attention to detail.
• Self-motivated, proactive, and capable of working independently.
2021
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2022
Start Virtual
(Client Success Manager)
1. Manage Client relationships and VA's operations including client concern
2. Facilitate Client and VA meet and greet
3. Create plans and strategies to address business/ client needs related to operations
4. Manage VA performance and behavior
5 . Prepares Monthly Business Review or update growth
6. Manage Client Retention design and implement client retention strategies to increase loyalty and retain business.
7. Analyze client feedback, negotiate with clients, implement retention strategies, and compile reports for senior success managers.
November 2021
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November 2022
Teleperformance
(Supervisor)
1. Managing Chat and Email cases
2. Problem Solving Skills and troubleshooting guides to isolate the issue.
3. Knowing products inside and out, Working with Product Engineering Teams to troubleshoot the issue
4. Leave exhaustive notes according to our Escalation Template when passing problem case requests to the Escalation team or Service Hub Team for further investigation
5. Delivering regular performance-related feedback to the customer support team while monitoring and evaluating their activities.
6. Establishing strategies and keeping an eye on everyday operations for customer relations.
7. Supporting the customer service team with tasks as needed.
2016
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2021
Iqor Philippines
(Supervisor for Operations)
Manage a team of 12-15 Customer care Representative.
Create an inspiring team environment with open communication.
Set clear team goals (Goal Setting)
Deliver the key support metric like Quality, AHT, NPS, CSAT, FCR1, FCR7
Responsible for ensuring schedule adherence, Productivity
Prepares team performance evaluation report with assistance from performance analyst for submission to senior management during team meetings.
Analyzed individual team member personal data to pinpoint weaknesses, then schedule one-on-one training sessions to address possible factors and improve performance.
Encourage team towards product enhancement , Established benchmarks for sales, customer satisfaction, and management of new team members.
Conducted performance evaluation to help team members advance in their job and career.
Maintaining attrition rate less than 5%
2014
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2016
Iqor Philippines
(Customer Service Representative)
Receive a +95% on customer service feedback survey on a consistent basis . ( CSAT, NPS, FCR
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Apply problem solving skills to resolve customer inquiries and dispute and escalate using appropriate channels when necessary
Answer approximately 50-60 incoming calls daily utilizing a courteous and professional manner to collect information and identify customer needs
Meet and exceed daily productivity goals, including high call volume and appointment setting, and consistently earned top survey satisfaction
Ensure customer satisfaction and provide professional customer support.
Technical Support , Billing, Sales
Enhance customer service experience by providing quality assistance and in-depth product knowledge
Managing a team of junior customer service representatives.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.