Bachelor of Science in Nursing
University of Southern Philippines Foundation
Nursing graduate with 7 years of experience as a call center agent from customer service operator to becoming a team leader. I was persuaded to join the freelance world and here, not regretting one second of it.
University of Southern Philippines Foundation
- Managing the ticket-based system regarding queries, event invitations, announcements, and other email tasks.
- Prepared client meetings (investors or podcast guests) after screening them.
- Conveyed client announcements to customers through phone calls and emails.
- Moderated meetings (internal and external) within the CEO's calendar.
- Executed WordPress articles after gathering the team's assigned tasks.
- Conduct pre-qualification interviews with applicants when the client is away.
- Overhauled a team with process workflow enhancements that solidified the team's optimal use to the client.
- Grew the team from 2 agents to 13 agents in a span of a year.
- Headed cross-functional teams.
- Directed multiple projects catering to customer optimal use through SKU consolidations.
- Informed clients of day-to-day performance tracking such End-of-Day reports.
- Lead a team of 13 agents handling internal supplier ticket queries regarding clarifications on product specifications.
- Ensured agent adherence to client-given instructions, and KPIs through auditing calls and monitoring email responses.
- Conduct one-on-one coaching sessions with agents to inform them of their KPIs.
Supports customers by providing helpful information, answering questions, and responding to complaints.
Manage the CEO's schedules and communications of key executives in their company.
Search the Internet for information on a wide variety of topics.