Current Employment Status:
Hired Full Time on Jul 10, 2020

Melissa

Experienced Vendor Ops Manager, Customer Advocates Expert

65 ID PROOF
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Overview

Looking for part-time work (4 hours/day)

at $20.00/hour ($1,760.00/month)

Bachelors degree

Last Active

November 23rd, 2023 (126 days ago)

Member Since

February 6th, 2020

Profile Description

I am a fluent English language communication specialist with 6 years Teaching experience (Secondary and Tertiary Level) and 3 years working in the BPO industry specializing in Management and Customer Service.
During my stint as an educator I have also handled the Coordinator post for the College Publication, where I headed a team of student journalists in creating and publishing school papers, magazines, newsletters and brochures. My tasks in this field included language critiquing and copy editing to make sure we avoid any errors before the final output is published. During my stay in the college where I taught, I also handled held the Research Coordinator position for both student and teachers' researches. Here I mostly assisted in choosing and creating of titles for researches such as case studies, theses, and dissertations. Afterwards, I get to be the language critic for the said documents.
For my BPO background, I started as a Customer Service Representative, and with hardwork, passion and dedication to my tasks I was promoted to Operations Manager in a few months time. My title had just gave the opportunity for me to handle multiple accounts making sure that the operations is at its finest. Here I was exposed to meeting directly with different clients and was able to work using different platforms such as FrontApp (for the hotel reservation account), Zendesk,
Freshdesk, Shopify, WooCommerce, ShipStation, Intercom, Helpscout, Wordpress, AirGMS, and a few more. Aside from overlooking the operations for each account I handled, I also had the task of creating training manuals and QA forms used to ensure that the agents' performance will be gauged accordingly and help improve overtime to make sure excellent service is achieved.
I was also hired directly but a Canadian Start Up as the Customer Support Manager where I did the following:
? Hiring/Onboarding - Assisting in the hiring/training/onboarding of new agents.
? Real-Time Chat & Customer Service - Assisting agents with performing best practice for: in
messaging/chats with customers; supplier relations/negotiations; first point of escalation for
travel/reservation related issues/inquiries.
? Quality Assurance - Evaluating day-to-day agent activity and performance. Assessing and
recognizing top performers each week/month.
? Performance Evaluation - Weekly or bi-monthly reviews and scoring of all agents based on the
Agent Scorecard. Implementing performance improvement plans for underperforming agents.
? Agent Specialization - Over time, place agents in the roles where they are able to do their best work
(i.e. sales, chat support, upgrade calls...)
? Feature Rollout - Weekly or bi-monthly feedback with Jon to review new features +
training/learning experiences; getting feedback from agents on what features are helpful/needs
improvement/suggestions.
? Product Feedback - Provide monthly valuable feedback to the HQ on how agents are
using the internal tools - and ways to improve the product to make agents more effective.
? Overall Ownership - Take a leadership position in managing the team. Help
to set a high standard for customer service to ensure that teh company provides world-class customer
service at all times!
I pride myself on being extremely professional and always aim to provide only the best service and outputs on time. The passion and dedication as well as expertise I have under my professional background will certainly be the perfect fit for any project or task assigned to me.
Looking forward to helping my clients achieve business productivity.

Top Skills

Marketing » Content Creation » Technical Writing

Customer Support

Customer Support » Phone Support » English Speaking

Other Skills

Customer Support » Email Support

Customer Support » Technical Support

Office and Administration » Translation

Office and Administration » Microsoft Excel

Marketing » Content Creation » Creative Writing

SEO

Human Resources

Customer Support » Phone Support

Customer Support » Social Media Moderation

Customer Support » Forum/Community Moderation

Office and Administration » Email Management

Office and Administration » Personal Assistant

Basic Information

Age
Not Specified
Gender
Female
Website
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Address
Tests Taken
None
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