4e 8df912c0e9d0088d0b 99f48c0

Senior Operations/ Client Services Manager

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EXPECTED SALARY
more than Php 100,000.00/month
( $1,805 USD )
EDUCATIONAL ATTAINMENT
Bachelors degree
AVAILABILITY
40 hrs/wk
( $10.43 USD/hr )
EXPERIENCE OVERVIEW
Operations a and Project Management Experience for over 14 years
BASIC INFORMATION
Age:
37
Gender:
Female
Location:
Antipolo, Rizal
Tests Taken:
IQ
Score:  106

DISC
Dominance:48
Influence:19
Steadiness:19
Compliance:13

English
 B2(Upper Intermediate)
Last Active:
November 24th, 2022 (6 days ago)
Member Since:
September 15th, 2012
SKILL SUMMARY

Association of Financial Educators
Client Services Manager

•Provide regular updates to clients on the progress of customer service projects and campaigns that directly affect each client
•Develop open and effective channels of communication with each client that can be employed by other departments as well
•Encourage revenue growth by inspiring clients to purchase accessories and additional services
•Become the reliable point of contact for each customer that is required to establish a strong business relationship


October 2017- July 2018
StockX
Quality Manager

• Ensure that all entries done by the agents are at PAR with client-driven goals
• Generates reports for client review
• Monitors production of the agents on a daily, weekly and monthly basis
• Analyzes current process for continuous improvement and innovation
• Client care and communication
• Devising and reviewing specifications for products or processes
• Oversee final output and delivery of the agents
• Keep accurate documentation and perform statistical analysis
• Solicit feedback from clients to assess whether their requirements are met
• Submit detailed reports to appropriate executives
• Be on the lookout for opportunities for improvement and develop new efficient procedures




September 2017- October 2018
MBW Furniture
Business Process Manager/ Customer Support Manager

• Designs, executes, measures, monitors, and controls business processes
• Oversee warehouse staff and customer service productivity and performance
• Ensures optimal productivity for the business by developing, overseeing, and regulating various work procedures
• Responsible for all online activities
• Create and maintain an online business plan
• Keep current knowledge of online trends
• Provide analytic reports of online sales and end of month reports
???Email and Phone Support
• Support Houzz, Amazon, eBay, Walmart and Bigcommerce



March 2017- December 2017
Project Manager
Your Practice Online
Part-time

• Generates data for reporting and analysis
• Client communication through Basecamp classic
•  Ensure seamless flow of work of the web developers, programmers, Seo staff
• Address all client needs by designating tasks to different departments
• Monitor the progress of website development (Website draft, Design, Content, Website Development and final review of the website)



February 14, 2015- September 4, 2017
Upgrade to see actual info LLC
Operations Manager/ Client Services Manager- Head of Project Launch

• Improve the operational systems, processes, and policies
• Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions
• Payroll management
• Supervise and coach Team leaders on a regular basis
• Prepares call center performance reports by collecting, analyzing, and
summarizing data and trends.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Coordinate with Marketing Team as to what markets to target
• Spearhead launching campaigns on its first 60 days
• Reports to COO (Chief of Operations)


K2 Recruitment Sydney, Australia
MarchUpgrade to see actual info
Research Consultant (Part-time)

• LinkedIn research for roles
• Database management for roles
• Data input into client spreadsheets
• Prepare job panel packages for clients
• Market research and updating client database
• Send out no letters to unsuccessful candidates
• Write HR blogs
• Maintain website



October 2012-February 2015
Upgrade to see actual info LLC
Senior Project Launch Coordinator

• Spearhead hiring to training, client relations, sales, and operations management. Consistent client satisfaction with services provided by the company has been the most remarkable achievement
• Conducts final interview for agent/ Team leader role before sending them over to production.
• Bridge the gap between HR and client to meet demands and expectations
• Facilitates new hire training, conduct orientation and kick-off meeting
• Oversee the newly launched campaign for the first 60 days or until the campaign
is well-established
• Provides constant communication with the client and ask for feedback
• In charge of project analysis and script revision
• Campaign management
• Creates daily reports and agent/Team leader evaluation



November 1, 2010- September 30, 2012
Convergys Services Corporation
Microsoft XBOX
Transaction Monitoring Evaluator

• Creates Trend report
• Monitor and analyzes reports
• Evaluates agents calls and closed cases (Quality and CSAT)
• Escalate department issues as appropriate
• Provides feedback to OPERATIONS for the betterment of agents performance
• Deliver client requirements
• Attend quality weekly calibrations and meetings 


May 01, 2008- November 1, 2010
Convergys Services Corporation
DIRECTV
Transition Consultant/Coach


• Monitor performances of new hire agents
• Assists new hire agents from product training in transitioning to production
• Facilitates training and account orientation
• Monitors agents' performance by monitoring their daily performance
• Coaching



May 07, 2007- May 7, 2008
Convergys Services Corporation
DIRECTV
Resolution Specialist TIER 3/ Escalation

• Handles escalated calls from supervisory to managerial calls
• Creates reports and analysis
• Deliver consistent high-quality customer service
• Attends and represents account in weekly calibration meetings
• Provides feedback to the Team leaders about agent escalated calls for the development



December 2005- May 2007
Convergys Services Corporation
DIRECTV
Customer Service Representative

• Inbound-sales
• Order-taking/ Processing
• Handles billing concerns, basic troubleshooting



June 16, 2005-December 2005
Teleperformance USA
SPRINT
Customer Service Representative

• Inbound-sales/Upselling
• Resolves billing concerns
• Basic troubleshooting
• Provides long-term resolution to customers



WORKER SKILLS
TOP SKILLS
  • Admin Assistant
  • Email Management
  • Personal Assistant
  • Project Coordinator
  • Quality Assurance
  • Research
  • Speaking
  • Tutoring Teaching
  • Blogging
  • Payroll
  • Strategic Planning
  • Customer Support
  • Email Support
  • Phone Support
  • Tech Support
  • Marketing Project Management
  • Other Project Management

Office & Admin (Virtual Assistant)
SKILL RATING
  • Admin Assistant
  • Appointment Setter
  • Data Entry
  • Email Management
  • Event Planner
  • Excel
  • Human Resource Management
  • Personal Assistant
  • Project Coordinator
  • Quality Assurance
  • Recruitment Assistant
  • Research
  • Transcription
  • Travel Planning

English
EXPERIENCE

I have handled classes before to conduct lectures, activities and share best practices. I have worked in a call center industry for 8 years, (handled US, Canada, Australian programs).

SKILL RATING
  • Speaking
  • Translation
  • Tutoring Teaching
  • Writing

Writing
SKILL RATING
  • Blogging
  • Copywriting
  • Creative Writing
  • Technical Writing
  • Web Content Writing

Sales and Marketing
SKILL RATING
  • Direct Mail Marketing
  • Email Marketing
  • Facebook Marketing
  • Instagram Marketing
  • Lead Generation
  • LinkedIn Marketing
  • Mobile Marketing
  • Private Blog Network
  • Sales Representative
  • SEM
  • SEO
  • Social Media Marketing
  • Telemarketing
  • Video Marketing
  • YouTube Marketing

Advertising
SKILL RATING
  • Amazon Product Ads
  • Bing Ads
  • Creative advertising
  • Facebook Ads
  • Google AdWords
  • Instagram Ads
  • Media Buys
  • Other Ad Platforms
  • Scientific advertising
  • Youtube Ads

Web Development
SKILL RATING
  • Shopify
  • Wordpress Development

Webmaster
SKILL RATING
  • Cpanel
  • Ecommerce / Shopping Carts
  • Google analytics
  • Managing Servers

Graphics & Multimedia
SKILL RATING
  • Photoshop
  • Video Editing
  • Web page Design

Finance & Management
SKILL RATING
  • Accounting
  • Bookkeeping
  • Business Plans
  • Financial Analysis
  • Financial Management
  • Payroll
  • Quickbooks
  • Strategic Planning

Customer Service & Admin Support
SKILL RATING
  • Community Forum Moderation
  • Content Moderation
  • Customer Support
  • Email Support
  • Phone Support
  • Social Media Moderation
  • Tech Support

Professional Services
SKILL RATING
  • Legal Services
  • Medical Services
  • Real Estate Services

Project Management
SKILL RATING
  • Design Project Management
  • Marketing Project Management
  • Other Project Management
  • Writing Project Management

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