Project Manager Team Leader Executive Assistant Virtual Assi

Overview

Looking for full-time work (8 hours/day)

at $13.20/hour ($2,323.20/month)

Bachelors degree

Last Active

April 22nd, 2024 (3 days ago)

Member Since

May 10th, 2017

Profile Description

Pet Let Inc. (Holiday Home Rental Business) August 2014 – December 2017
Project Manager/Executive Assistant (home based)
•Provided leadership and management for operations comprised of contact center and customer care
•Established measureable goals and assist subordinates with roll out. Participated as a key member of integration team to develop and deliver innovated solutions
•Developed and facilitated training for new product releases to support the increase of revenue•Resolved, traced and escalated critical issues to minimize project risk factors
•Consistently received high customer satisfaction results•Implemented quality assurance program
•Initiated strategies to avoid customer dissatisfaction•Handled guest services front liners – made sure all work done were accurate and satisfactory•Did weekly coaching to agents
•Answered email/chat queries if service level is down•Assisted owner managing her to do list (appointment setting, calendar reconciliation, paying bills, answered her personal emails, etc)
•Rostered cleans for housekeepers, made sure that they are informed of their weekly assignments and any last minute bookings
•Did month end reports (occupancy, forward bookings, reviews)
•Bi-weekly reviewed occupancy reports to make sure that vacant property rates submitted to owner for a price change to reach 90% monthly occupancy

GE Money Servicing Philippines Upgrade to see actual infoptember 2010 – July 2013 
Customer Service Representative (JC Penney Credit Services)
•responded to customer credit card inquiries and offers Debt Cancellation Program to customers (inbound sales)
•provided customers with product and service information to a satisfactory level
•resolved customers' service or billing complaints by performing activities such as waiving fees (if applicable), explaining bills and transactions to the customers for better understanding, filing disputes on transactions in accordance to customer’s stated reason, correcting customer’s delinquent status if applicable
•Helped store associates locate customer’s account and ensuring that accounts are not used fraudulently
•was awarded as one of the agents with outstanding performance for January and February 2011
•was included in top 20 agents who were given opportunity to do inbound sales (Debt Can) for JC Penney
•was awarded “Customer Service Manager for A Day” because of excellent performance for quarter 4 of year 2012

Sutherland Global Services, Taguig August 2008 – November 2009
Program Supervisor (Resolutions Department – PayPal Fraud Department Australia Region)
•Handled 16 tenured performing agents promoted from Consumer Solutions Department to handle disputes and claims filed by consumers
•Trained in handling chargeback cases, buyer protection and seller protection.
•Administered performance management by establishing improvement opportunities, providing effective feedback, coaching, professional development, and corrective action plans.
•Performed quality checks, review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
•Developed sales techniques (overall satisfaction – product satisfaction) of each representative to drive revenue growth of the business.
•Monitored interaction between staff and callers to ensure quality assurance standards.
•Reviewed call center statistics to measure staff performance and the need for improvement.
•Plotted schedules for teaUpgrade to see actual infombers to make sure that no discrepancies will take place in their payouts
•Was awarded as top supervisor for Resolutions Department – February 2009

Sutherland Global Services, Taguig May 2008 – August 2008
Program Supervisor (Customer Solutions Department – PayPal Australia Region)
•Motivated and supervised 15 inbound call center representatives
•Developed a system and call/email scripts to ensure customer satisfaction for phone calls and emails received.
•Monitored compliance and adherence scores of each agent in accordance to scheduling
•Ensured strict adherence to company policies and procedural guidelines.•Plotted accurate scheduling to avoid payroll disputes

Sutherland Global Services, Taguig November 2007 – May 2008Senior Agent (Customer Solutions Department – PayPal Australia Region)
•Handled escalated calls from customer service representatives
•Responded to customer calls and emails regarding complaints against product related or agent behavioral issues
•Assigned to monitor bottom performing agents
•Cascaded information and updates to agents in accordance to client demands
•Expedited and facilitated the escalation of customer service issues•Was assigned to train newly hired Senior Agents for account
•Consistently generated reports being a Senior Agent for account

Sutherland Global Services, Taguig December 2006 – November 2007Customer Service Representative (Customer Solutions Department Australia Region)
•received multiple impressive customer service ratings (ASAT – Agent Satisfaction)
•ensured that calls and emails handle time are within target
•maintained overall scores which consists of attendance, adherence, handle time (email and phone), CSAT (email and phone), quality (email and phone)•Assigned to monitor bottom performing agents
•awarded as top 1 agent for month of July 2007
•awarded as top 2 agent for month of August 2007

Sutherland Global Services, Taguig April 2006 – December 2006Customer Service Representative (Customer Solutions Department North America Region)
•gained extensive product knowledge to maximize customer service
•assigned as lead POC for my team to monitor team mates
•assigned as email mentor for new hires (November 2006)