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Contact Centre Specialist / Senior AnalystApr 2017 - Dec 2017 (8 months)
* Observe – Recommend – Process Implementation – Improvement and Excellence. * Responsible for overseeing day to day operations for Social Media, Live Chat, Faults Management, General Email, and Order Processing Teams. * Strategize with Team Leaders to make sure that teams hit their SLAs, NPS, Sales Conversion and Quality Targets, month by month. * Work with teams to make sure that agents are able to achieve a passing score cards month by month.
Payroll AnalystDec 2016 - Mar 2017 (3 months)
* Process payrolls for small and Medium sized businesses based in the USA.
Customer Service RepresentativeAug 2015 - Oct 2016 (1 year)
Responsible for processing loans and doing end-to-end customer experience through various channels: * Timely response to emails and SMS * Assist Members through Live Chat * Inbound and Outbound calls to service Members’ needs * Financial Underwriter
Licensed Financial AdviserDec 2013 - Jul 2016 (2 years)
Financial literacy advocate, organize and conducts Financial Wellness activities and seminars to individuals, groups and companies.
Team Leader - Rizal Delivery OperationsFeb 2002 - Feb 2014 (12 years)
* 12 years experience in making sure that the team provides Total Customer Experience by ensuring on-time deliveries of cargoes and parcels and complaint handling within SLA. * Held the position as Manager for Delivery Operations with LBC Mabuhay USA Corp. and Team Leader with LBC Express Inc. * Responsible for making sure that Delivery Associates meet their KPIs by exercising Strong Leadership Qualities, Good Communication Skills, Team Player Attitude and recognizing individual's ability.