Hey I am Marie Shermane

More Info About Me

My name is Marie Shermane E. Rodriguez, but everyone calls me Shermane. I'm happily married with three children.

I enjoy communicating and interacting with people from various backgrounds. I have worked in the BPO industry for ten years. I've worked on a variety of accounts and business lines.

My remote/virtual job began in 2020. I have knowledge and experience as a Lead Generation Specialist, Cold Caller, Real Estate Recruitment/SDS/ISA, and General VA such as doing administrative tasks, setting up appointments, and following up with clients from the United States.

Collaboration is important to me. I believe that teamwork is essential for team success.

I'm independent, and I make certain that I am aware of my numbers and that I have my own action plans in place to improve my metrics.

I believe that the most effective traits in this industry are hard work, commitment, sincerity, dependability and reliability. I also understand the importance of doing what is right and adhering to the Clients' standard rules and regulations.

Marie Shermane Rodriguez
Muntinlupa, Philippines
shermanerodriguez08@gmail.com
Freelancer
Check my CV View Work Hire Me

My Skills and Competencies

REVA
Lead Generator
General Virtual Assistant
Social Media Management
Customer Service Representative

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2002
AB Masscom

St. Scholastica's College

2004 - 2006
Teleperformance - Dell Home Sales
(CUSTOMER SERVICE REPRESENTATIVE)

Knows the call flow, MOC, policies and procedures in an outbound/inbound Call Center
Can work under pressure
Can do multi-tasking
Sell and up sell computers and electronics and accessories
Can work in a shifting schedule
Able to meet Sales Quota and always part of the Top 10 Best Agents

2006 - 2008
VERIZON DSL TECHNICAL SUPPORT
(Quality Assurance Analyst)

Monitors and evaluates the quality of inbound/outbound telephone calls
Documents quality issues and performance measures of management review
Provides information to assist in the feedback and formal education process of individuals
Submit incident reports for non-compliance of set standards
Participates in internal QA and operations calibrations and focus groups
Coordinates in the monitoring standards
Provide feedback to the agent and to coach for the areas of improvement of the agent
Scheduled QA Talk and one on one coaching with the assigned agents.
Knows the duties and responsibilities of a Quality Assurance Analyst

2009 - 2010
AT&T ACCOUNT PREPAID/POSTOAID/UVERSE
(CSR/SME)

Assist customers in topping-up/credits in their accounts

Process order of the customers

Educate customers of the features and plans they want to avail/setting-up the account

Remind our customers of their available minutes, available features and help them

renew it on their plans.

Extend our help by teaching them on how to use their phones properly, how to go

online, and how to use a certain feature.

Floor Walker/Floor Support for new hire and PIP agents.

Knows the duties and responsibilities of a CSR

2011 - 2012
AllState Insurance
(PROCESS DEVELOPER)

Responsible for assisting the Customers in processing their accounts whether it’s a Home or Auto

Insurance.

Process claims of clients for Home and Auto-Insurance accidents/incidents.

Provide all the necessary information and requirements that the customer needs to file a claim.

Make a complete and detailed note of what happened re customer’s issues and create a ticket to file

for a claim and provide it for the customer’s reference.

2012 - 2013
VERIZON BUSINESS INHOUSE
(TST 2-ICG)

Responsible for making sure that all the lines of our Verizon Business client’s internet -wi-fi, landlines

and cell sites are all well-secured and with good connection.

Trained to troubleshoot with the Verizon Clients /Engineers directly from the Non-Central Office to

the Central office especially if there’s an outage and internet issues.

Schedule and Dispatch Technician to the down side /customer’s premise.

Follow-up on any issues to make sure that the client’s concerns are directly addressed.

Completed notes and tickets and did proper endorsing of the client’s issues.

2017 - 2017
UNITED RENTALS (Collections)
(Credit Specialist (Outbound and Email Support/Management))

Responsible for the collection of open accounts receivables due from our clients.

Reconciling disputed balances.

Acting as the liaison between the customer and the branches for the resolution of the issues.

Escalation of unpaid receivables to management for further action.

Outbound/Inbound calls. Doing admin task. Updating client’s portfolio.

POC for some additional tasks requested by my Credit Supervisor

2020 - 2021
Home Advisor/ Angie's List (Sales Account)
(Lead Generation Specialist (Outbound, Chat and Email))

Cold Calling

Follow-up with the Consumers regarding their Home Project and Request.

Set-up and Schedule an appointment (Consumer to Service Pros (Contractors)

Sales - Unique Accept (Per Project) and, Cross-selling (Other Request/Other Projects)

Tagging the correct issue, note concern, update trackers and ticket

Documenting reports for claims for fraud and complaints.

2021 - 2021
Jags QA for Agents offshore
(QA / Transcriber Freelance/Project-Based)

Monitor, Analyze and Audit calls offshore
Record, followed and transcribed all the voice calls based on the script provided
Make sure that the Client’s standards are being met and followed
Removed unnecessary calls and omit and edited the right calls.
Provides Feedback
Update Trackers/Templates
Download files and filter good and bad calls
Calibration with the QA Team

2021 - 2021
TELETECH - DoorDash
(Customer Service Representative)

Assist Customer with their Order and Delivery concerns.

Provide the right resolution to their issues.

Basic troubleshooting with the Customer’s account.

Escalate and transfer to the right department.

Send email update and resolution to the Customer.

Creating the right case, right tagging, update trackers and ticket.

Follow-up on pending cases and communicates with the Driver and Merchant regarding the Customer’s order/Food.

2021 - 2021
Magic Inc. Haulla
(Lead Generation/ Outbound Sales Specialist (Freelance))

Data Entry / Admin Tasks

Lead Mining and Lead Generation

Inbound / Outbound / Cold Calling

Appointment Setting / Calendar Schedule

SMS/Email Management

Doing MOA, Contract Agreement, Termination Policy, Power of Attorney

Follow-up-Cross Sell-Close Sale

Notes in Google Sheets and Google Docs, Templates / Tracker

2021 - 2021
Synchrony Bank
(Fraud Specialist - Seasonal Account)

Inbound Calls for BRC and Consumers with Fraudulent Transactions and charges
Process Claims and Disputes
Assist Customer with their application for different credit cards
Escalate and Investigate Customer’s Account
POC/OIC in our Team for attendance using Workday and Verint
Update Trackers/Templates/Stats

2021 - 2022
Real Estate Nexus (Sales, Marketing, and Recruitment)
(SDS/ISA/Recruitment Specialist)

-Prospecting for new Clients
-Cultivates Client Relationship
-Cold Calling/ Outbound Calling
-Trained in Handling Objections and Common Questions
-Set Appointments and Phone Verified Leads
-Manages all the Leads within the contact management database
-Obtain the necessary information to qualify them as a Lead for an appointment
-Schedule meetings with the listing/Buyer and/or Seller
-Update Trackers and create a Calendar Meeting
-Hitting KPI’s

2022 - 2022
Agent's Only LLC
(Beta - GIG)

-CSR/ Order Takers for Domino's Pizza for both delivery and carry-out orders
-Assist the customers in ordering food from Different Domino's Store
-Help Customer choose their orders, offer and upsell
-Ask and apply coupons and specials
-Process payment via card/cod and pay at the store
-Transfer to the right department (spanish, card capture, location... etc)
-Providing Customer service to the customer
-Hit all the metrics/kpis

2022 - 2022
IDC Realty Group
(Real Estate Admin Assistant/ REVA)

Email Management

Appointment Setter/Scheduler

Lead Mining/Skip Tracing

Lead Generation and adding leads to CRM

Help with all the admin work for the team: it requires honesty, good attitude, language skill, detail oriented, team player.

Coordinate all the sales/rentals transactions, follow the system, speak with clients.

Make a draft of documents for Buyers/Sellers and Renters

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.

Let's work together !

I am available for freelance projects.
Hire Me

Get In Touch

Address :
Muntinlupa,
Philippines
Email :
shermanerodriguez08@gmail.com


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