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Marko

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Audio File Introduction:

Marko

Years Experience: 10

Degree: Bachelor

Previous Campaigns: IT; SEO; Merchant processing; Advanced Funding; Credit Cards, Time Shares, Health Insurance, Telco, Cable, Voip

LED Agent: No


EDUCATION :

Bachelor of Arts in Communication

EXPERIENCE :

January 2011 – March 2012
Lead CSR for Inbound Accounts
Freeworld Answering Services Inc

• Handled multiple customer service projects.
• Written and implemented Quality assurance processes for all campaigns
• Ensured that all CSR’s are meeting all client metrics through monitoring, evaluating, coaching and giving
• Generated real time reports and disseminates them to all sales executives and respective departments for
• Ensured that all CSR’s are motivated at all times.
• Ensured that professionalism is practiced by CSR’s at all times.
• Walked the floor to provide technical and administrative support to all CSR’s.
• Ensured that all messages from upper management are properly disseminated to all CSR’s

January 2008 – January 2011
Proprietor/ Operations Director
Marcomm Marketing Services

• Managed a company composed of home based call center agents that provide BPO services to multiple US
• Provided consultancy services to small call centers.

September 2007 – March 2009
Director for Operations and Business Development
DR Marketing Solutions

• Managed an in-house team composed of a trainer, reporting associate and quality associates in charge of
• Liaison between client and center.

April 2007 – September 2007
Business Development Manager
CALLCENTERTEAM.COM

• Managed overall operations of several projects in multiple centers nationwide.
• Liaison between client and center.

September 2006 – April 2007
Team Supervisor/Product/Accent Trainer/Quality Supervisor
Voisworx Inc

• Handled multiple projects and multiple teams.
• Written and implemented Quality assurance processes for all campaigns
• Ensured that all sales executives are meeting all client metrics through monitoring, evaluating, coaching
• Generated real time reports and disseminates them to all sales executives and respective departments
• Ensured that all sales executives are motivated at all times.
• Ensured that professionalism is practiced by sales executives at all times.
• Walked the floor to provide technical and administrative support to all sales executives.
• Ensured that all messages from upper management are properly disseminated to all sales executives

May 2005 – October 2005
Supervisor Yak VOIP
Epixtar Philippines

• Ensured that all sales executives are meeting all client metrics through monitoring, evaluating, coaching
• Generated real time reports and disseminates them to all sales executives and respective departments
• Ensured that all sales executives are motivated at all times.
• Ensured that professionalism is practiced by sales executives at all times.
• Walked the floor to provide technical and administrative support to all sales executives.
• Ensured that all messages from upper management are properly disseminated to all sales executives
• Handled escalated calls from respondents.

August 2004 – May 2005
Team Leader Experian Account
Eperformax Contact Centers

• Handled escalated calls from respondents.
• Ensured that professionalism is practiced by marketing associates at all times.
• Walked the floor to provide technical and administrative support to all marketing associates.
• Ensured that all messages from upper management are properly disseminated to all marketing associates.
• Ensured that all marketing associates are motivated at all times.
• Composed the Experian anthem.

October 2003 – August 2004
Product/Accent Trainer Easy Call
Eperformax Contact Centers

• Played one of the significant roles in setting up the Easy Call account.
• Did final interviews for all applicants.
• Redesigned and finalized training materials for all campaigns of the account.
• Implemented project incentive programs for marketing associates dealing with the project’s parameters
• Trained newly hired marketing associates.
• Updated reference materials such as fact books, promo materials, branch directories, etc.
• Organized and updated vacation and sick leave calendar.
• Generated daily an updated and re-evaluated list of agents per hour per campaign per day.
• Assessed and evaluated the actual number of agents per hour per campaign per shift.
• Manned the operations hotline assigned for the project.
• Provided administrative assistance to all employees of the project.
• Generated a daily overall shift report.
• Trafficked the breaks of agents based on current call stats and manpower availability for the whole
• Proof read client reports from daily and weekly call stats provided by the reporting team before sent to
• Coordinated with the client for updates and memos.
• Handled escalated and complaint calls from guests and branch staff.
• Generated debit memos and incident reports from callers and client complaints.


(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.
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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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