2012
Bachelor of Science in Secondary Education
Divine Word College of Calapan
More Info About Me
My name is Lovely. I work as a supervisor in the call center industry, and I value the necessity of delivering excellent customer service on social media platforms such as Facebook, Twitter, and Instagram. I strictly adhere to a guideline that specifies the prerequisites for an authentic, engaging, and fruitful connection with the customer.
I was exposed to the varied backgrounds of the people I work with, including the online clients. My skills as a social media expert will undoubtedly help me advance as I embark on a new position. I work with a variety of reports, including performance trends and analyses. In addition, I construct a monthly scorecard to track and regularly meet our KPIs such as SLA, total number of responses, and accuracy.
My Skills and Competencies
Social Media Management
Data Entry
Customer Service
Certificates
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My Experience and Education
2023
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2023
Love and Joy - ProVA Apprentice (https://www.facebook.com/profile.php?id=100064984931315&mibextid=ZbWKwL)
(Social Media Manager)
Community Management: Monitors and responds to comments, messages, and mentions on social media platforms. Engage with the audience, build relationships, and address any inquiries or concerns.
Content Creation: Create engaging and compelling content for various social media platforms such as Facebook. This includes writing posts, designing graphics, and creating videos or other multimedia content.
Enhance Customer Experience: Provide an exceptional and personalized customer experience through high-quality products, efficient order processing, responsive customer support, and easy-to-navigate online platforms.
2019
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2023
ResultsCX/ US Telco Account
(Supervisor/ Social Media Manager)
Serves as a Social Media Manager for a US Telco account that provides government free phones and services to the customers.
- Monitors customer comments, tags, and mentions and engages directly through private and public postings on various social media platforms such as Facebook, Instagram, and Twitter to provide support. This includes, as needed, concealing and deleting unfavorable posts.
- Analyze data and provide reports on the volume and types of posts received in order to discover trends in customer interactions and to assist in the planning of digital campaigns that foster brand loyalty.
2016
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2019
The ResultsCx
(Supervisor/ Tier 3 Expert)
A Call Center Supervisor is a professional that is in charge of training and motivating the staff as they answer questions, handle complaints, and provide customer service.
- Assist in the development of goals for individuals and teams, onboarding new employees, answering staff inquiries and providing instruction and feedback, predicting escalation, and taking over calls as needed. I create ways for improving operations and motivating personnel.
- Ensure that attendance policies and company processes are followed. Furthermore, I keep management and the team informed of challenges and obstacles.
- Oversee the day-to-day operations of the call center, including shift scheduling, call queue management, and ensuring that all equipment and technology is in good working order.
--Conduct extensive investigations and research to determine the fundamental causes of refund and balance difficulties, coordinating as appropriate with relevant teams and departments.
-Serve as the primary point of contact for both internal and externally escalated refund and balance inquiries.
-Finally, generate performance reports and results on a monthly/annual basis.
2012
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2014
Puerto Galera Academy
(Secondary Teacher)
Secondary English teachers assist students in developing a good command of both spoken and written language, allowing them to articulate themselves and their points of view in a variety of circumstances. It is essential for involving students and aiding them in realizing their greatest potential.
- Plan ahead of time lesson plans and teaching materials such as handouts, presentations, and assignments based on the curriculum and the students' needs.
- Regularly assess students' progress and performance through a variety of assessment instruments such as examinations, assignments, and projects.
- Communicate with parents and stakeholders, informing them of their child's growth and performance and responding to their questions and concerns.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Accurate and efficient manual data entry from various sources into a digital format.