Hi There!
Are you looking for a Team leader the can help you manage you team? Coach them, check their performance, listen to their calls, audit their
I started my career as:
Customer Service - I have been working in a call center industry or BPO for 7 years and I've learned a lot in terms on customer satisfaction and following the proper process and procedure of the company.
By November of 2016, I was promoted as a Coach/team leader who handles a minimum of 12 and a maximum of 25 agents. I am the one helping the
I was also assigned to do the interviews, and handled new agents.
I recently used these software in working in a BPO:
1. MS Outlook, word, excel and PowerPoint.
2. NICE Engage in listening and monitoring calls for inbound and outbound calls.
3. KANA in reviewing
4. Inside Tool in reviewing chat transcripts
5. CMS in monitoring my agents' auxes and activity.
6. Zendesk and shopify in placing orders, updating their account and sending
7.
8. Slack in sending updates with the tools that we use, if we have some system issues and outage.
Here are my roles and responsibilities as a Team Leader:
•Supervising staff - managing scorecard and making sure goals are met, daily, weekly and monthly
•Completing paperwork - admin tasks such as reports, data analysis and performance presentations
•Managing Processes - reviewing and conducting training to the team for new processes and procedures, preparing visual presentations
•QA monitoring and auditing calls - call listening, chats and
•Providing feedback and instant coaching - real-time feedback after the call listening session and chat/email transcript reviews for the team
In September of 2019
I was a virtual assistant for an Amazon US online shop who searched for some profitable products and compiled them in an excel spreadsheet and made sure that all data were accurate. The tools that I used are as follows: Tactical arbitrage, keepa, junglescout, hubspot, snovio, seller central and Amazon's wholesale formula.
Then I moved to an Ecommerce Campaign for customer support and sales. I was a team leader since March 2020 to January 2021 and handled different Nationalities as they are also working remotely. My daily tasks are: Auditing calls and
Unfortunately, the CSR team was closed temporarily in January 2021 as the sales went down because of the pandemic. By then, I was moved to procurement team in handling and sourcing out new products to sell from China to the US. The team was only composed of 3 procurement analyst and me as their manager.
In May 2021, I moved back in becoming a virtual assistant for a law firm, I was the one managing the files for the physical injury cases, managing the calendar of the attorneys, following up medical and billing records from facilities and organizing their case files.
“I had this VA that I could turn things over to made it a lot easier”
Kyle Mckenna
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