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Bachelor of Science in Information System
Bachelor of Science in Information System
More Info About Me
I'm a self starter and has a knack for learning and helping people.
My Skills and Competencies
Product Research
Product Listing
Social Media Management
Amazon Virtual Assistant
Data Entry
Certificates
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My Experience and Education
2021
-
2022
Keehive Solutions
(Senior Team Leader)
○ Mentor, train, and supervise team of 3 Team Leads with 30+ members/agents every week
○ Coaching and mentoring training and development team every week
○ Knowledge expert in WFM, and Operations
○ Direct personnel approver for activities concerning hiring, training, development, and performance management
○ Coordinates with executives and handle management and employees during disciplinary action and then dispute
resolution
○ Supervises and oversees operations in 2 accounts: Inbound Order Taking Sales (Collections Etc.) and Outbound Health
Care Insurance (Health IQ)
○ Supports Team Leaders as they learn concepts and methods to solidify performance or training service
○ Assist and support the Operations Manager of Training and Development in leading the training team
○ Monitors multiple key performance indicators (KPIs) on a daily basis and submits reports to account managers
○ Handles metrics and analysis reports to improve training and performance service of the operations team
○ Produces daily, weekly, monthly, and quarterly reports on operations team leaders and members’ performance, and
presents to stakeholders
○ Creates and provides performance improvement plan every month; presents to stakeholders
○ Collaborates with client coordinators for process-related issues in every account on a weekly basis
○ Responsible for performance management, handling escalations, coaching, and enabling career development of team
members
○ Provides leadership and guidance to direct reports to ensure consistent administration of company policies and
standards; defines and implements any corrective actions needed to meet operational performance
2021
-
2021
Keehive Solutions
(Team Leader (Inbound Order Taking Sales Account))
○ Streamlined agent performance per KPI to determine areas that need improvement or progress
○ Improved team sales performance conversion, increased from 5% to 10% per agent of the account
○ Provided coaching and supporting 25+ team agents, on a daily basis
○ Handled client email management, client escalations concerns, and incident reports every week
○ Monitored multiple key performance indicators (KPIs) on a daily basis and submits reports to account managers
○ Monitored areas of agent confusion or non-comprehension and implemented interventions to correct training issues
○ Handled stakeholder relationships and management on weekly check-ins with the client and account manager
○ Created and provided performance improvement plan every month; presents to stakeholders
○ Resolved complex customer complaints and negotiated solutions while offering unparalleled customer support
○ Produced daily, weekly, monthly, and quarterly reports on operations team leaders and members’ performance, and
presents to stakeholders
2020
-
2021
Keehive Solutions
(Team Leader (Outbound Health Care Insurance))
○ Resolved complex customer complaints and negotiated solutions while offering unparalleled customer support
○ Evaluated quality assurance (QA) analysis report and ensured all agents are aligned with the clients’ directives when it
comes to customer service
○ Provided coaching to team members of 20 on a weekly basis
○ Monitored multiple key performance indicators (KPIs) on a daily basis and submits reports to account managers
○ Handled client email management, client escalations concerns, and incident reports every week
○ Monitored areas of agent confusion or non-comprehension and implemented interventions to correct training issues
○ Produced daily, weekly, monthly, and quarterly reports on operations team leaders and members’ performance, and
presents to stakeholders
○ Created and provided performance improvement plan every month; presents to stakeholders
○ Collaborated with client coordinators for process-related issues in the account on a weekly basis
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.
Amazon Virtual Assistant
I will likely be tasked with product, supplier, discount, and competitor research.