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Audio File Introduction:


Years Experience: 6

Degree: Bachelor

Previous Campaigns: Sprint - Customer Care and Sales Representative, Senior Specialist- Floor Support, Escalations, Manager on Duty, Team Leader

LED Agent: No


BS Business Management


Convergys Philippines Services

Team Leader – (January 2008 to November 2010)

– Manage performance of 18 customer care representatives, with a passing balanced scorecard
– One of the Top 10 team leaders among 70
– Make sure that Team Leaders and agents adhere to schedules and follow procedures
– Execute plans to make sure the team achieves pre-set goals in Issue Resolution, Customer Satisfaction, Average Handle Time, Attendance, Schedule Adherence, etc.
– Conducted leadership training for my team (not required by company) touching on communication and learning styles, root cause analysis and goal-setting.

Senior Specialist – Manager-on-Duty (March to June 2007)

– Submit daily reports on the day’s activities, Service Levels, etc
– Help manage the site’s service level, absenteeism, schedule adherence, staffing levels and other deliverables in relation to MOD duties
– Make sure that Team Leaders and agents adhere to schedules and follow procedures
– Execute plans for unusual circumstances like system outages, unusual volume, etc.

Senior Specialist – Escalations (December 2006 to February 2007. June 2007 to January 2008)

– Number 2 Escalations Specialist for the Month of January 2007
– take calls from irate customers or customers who are not satisfied with talking to a representative
– resolve customer issues that representatives are unable to handle

Senior Specialist – Floor Support (September 2005 to December 2006)

– one of 4 floor support senior specialists who has helped the Operations Manager Cluster become number 1 as of August 2006 where all 8 teams are in the top 16 of the entire site.
– provide support for Customer Care specialists by providing appropriate tools and answers that the specialists do not have to better help customers real time
– receive “escalated” calls from customers who wish to speak to a Supervisor or if the representative is found to be unable to effectively resolve customers issues
– receive normal queue calls daily
– Quality evaluations done daily by monitoring calls of specific specialists and provide feedback for said specialists, as well as provide feedback to concerned Team Leaders
– work with Team Leaders by helping to make and/or suggesting action plans for nonperforming representatives to better improve performance (for handling time, customer satisfaction scores, issue resolution scores, etc)
– work with Team Leaders to provide product training for specialists in areas that they need help in
– provide offline support to representatives with changes that need done on customer accounts
– reports sent to immediate supervisor on the performance of representatives that I am providing support for

Customer Care Representative (September 13, 2004 to September 28, 2005)

– handle all calls that deal with helping the customer find a solution to problems and issues
– meet sales metrics set by the company
– manage call handling time while keeping customer satisfaction scores balanced

• Universal Robina Corporation, El Salvador, Misamis Oriental June to Aug 2004
Warehouse Management
– managed physical placement of stocks in the warehouse

• SM Supermarket, Cagayan de Oro City Oct to Dec 2003
Warehouse Management
– managed physical placement of stocks in the warehouse

(To learn more, point to text below) $21 Hourly
$15 Hourly
Plus Bonus
No Set Up or Hidden FeesWe provide a business development solution without hurdles.
No Long-Term CommitmentWe have created a �pay-as-you-go� program, renew because you want to continue!
Guarantee If you are not fully satisfied, we will refund unused hours.
DatabaseOur Database includes 19 Million US & 1.4 Million Canadian Businesses -
Call Guide Development AssistanceWe believe �less is more� during the first call. Please send us your Script/Call Guide and we will provide our feedback.
HourlyChoose between our pricing options, either $14 per hour or $9 plus $20 per every qualified appointment. $21 $15
Bonus (per qualified appointment)Qualified Appointments will be decided by our clients, the standard: any appointment which happens at the specified time, with decision make to discuss products/services of our client. - $20
Prepayment (40 hours) Varies on the program you choose, please read Guarantee above, refund available for unused prepayment if not satisfied. Weekly Weekly
1-h SEO ConsultationIdea2Result is ranked #1 for all Appointment Setting related keywords. Adam Fridman, Founder of Idea2Result, will review your site and provide a no charge 1 hour consultation to offer suggestions to improve your website organically. -
Total $840 $600
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