Audio File Introduction:
MichelleYears Experience: 9
Degree: Bachelor
Previous Campaigns: Appointment Setter for IT; Insurance; SEO Marketing; Cable and Satellite; Laundry Solutions
LED Agent: Yes
EDUCATION :
Graduated with BS Information Technology
2003
EXPERIENCE :
Oct 2010 – Oct 2013
Experience Virtual Assistant / Appointment Setter / Telemarketer
Home based
ß Executes assistance to a US-based President and CEO through web-based programs, telephone and email.
ß Prepares weekly report to clients and CEO of the company regarding the performance of the agents
ß Handles client liaisons for companies based in the US.
ß Monitors agents’ daily performance and provides feedback to upper management.
ß Efficiently handles payroll and invoices of the company.
ß Responsible for handling recruitment for the company
ß Sets appointment for the President / CEO of the company
ß Handled accounts such as IT, insurance (business and personal), SEO marketing
ß Generates leads and conducts survey for cable and satellite company
ß Worked with the following accounts:
ß Salesoverdrive
ß BIA Insurance
ß 123 Laundry Solutions
ß Farmers Insurance
ß Cash Tracking
ß Regency Holdings
ß Accent Computer Solutions
ß Home Theatre Installation
ß Fleet Manager GPS – Canada
July 2008- July 2010
Quality Assurance Specialist
Teletech Pampanga
ß Evaluated agents, senior representatives and support team on a weekly basis.
ß Prepared weekly reports to Operations Managers regarding the statistics of the cluster.
ß Ensured that policies and product updates from the clients are relayed to operations.
ß Facilitated client calibrations and team huddles.
February 2007- July 2008
Awarded and Recognized as Best Quality Specialist 2009
Quality Assurance Specialist
Sutherland Global Services
ß Monitored the quality of support being provided in operations and meet the required specifications, procedures, and customer requirements.
ß Responsible for auditing operations/support and recommends corrective actions to concerned personnel
or department.
ß Achieved daily, weekly and monthly quality monitor goals.
ß Prepared QA/CSAT reports and interacts with operations and support groups regarding quality improvement.
ß Assigned to be the main point of contact for the Quality Team and major deliveries.
Awarded and Recognized for Outstanding Service Performance.
August 2005 – August 2006
Customer Care Associate
Convergys
ß Provided excellent customer service for US-based clients of DirecTV, satellite TV.
ß Handled billing, up-selling, Tier 1 technical support and activation of accounts.
ß Appointed as Mini-team leader and eventually delegated by supervisor to handle a number of team members to monitor their performance.
July 2003 – May 2005
Customer Service Representative
Infonxx
ß Directly assisted US and UK-based clients.
ß Mentored newly hired trainees during transition.
ß Monitored agents with below average QA scores.