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May Anne

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Audio File Introduction:

May Anne

Years Experience: 8

Degree: Master

Previous Campaigns: Comcast- Sales Team Leader, Sprint- Customer Service and Sales Rep and Transaction Monitoring Evaluator, Marriott Hotel - Guest Coordinator

LED Agent: No


Bachelor of Science in Biology


Team Leader
July 2010- February 2012 Convergys Philippines Services Corporation
I.T Park, Lahug, Cebu City

• Responsible for direct supervision of 17-20 agents.
• Responsible for the attainment of client set goals, efficiency targets and overall team performance.

• Performs consistent and effective coaching sessions and develops action plans to address performance gaps.
• Responsible in addressing agents concerns and needs.
• Responsible to perform deep dive analysis to determine the root cause and provide immediate action plans on how to improve the agents’ performance.
• Responsible for updating the team’s stats in a daily basis and provides immediate coaching and actions plans for low performing agents.
• Responsible in scrubbing and approving the agents’ timecard in a daily basis.
• Responsible for doing random audits with the team to ensure that everyone is on the right track.

Transaction Monitoring Evaluator
July 2007- June 2010 Convergys Philippines Services Corporation
Banawa and I.T Park Cebu City

• Sample and evaluate end-user transactions like telephone calls/chats for accuracy and conformance to Quality standards.
• Facilitate and/or participate in calibration sessions with Quality Leadership staff, Convergys personnel and clients.
• Demonstrate mastery and comprehension of client’s quality standards.
• Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals.
• Makes evaluations of customer interactions and enters feedback and coaching for agent growth opportunity.

Customer Service Representative
October 2004-July 2007 Convergys Philippines Services Corporation
Banawa, Cebu City

• Provides customer service by giving appropriate and accurate responses to customer queries.
• Offers customers recommendations and specialized solutions including sales services.
• Handles billing and payment transactions.
• Provide answers and/or advice to customers based on their particular requirements.
• Meet customer needs through first contact resolution.

Guest Response Coordinator
July 2003-January 2004 Marriott Hotel Cebu City

• Direct visitors to appropriate person or service, answer and forward telephone calls, take messages, schedule appointments and perform other duties.
• Provides customer service and address concerns and inquiries

(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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