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$15 USD / hour
Flag of PHILIPPINES
laoag city, philippines
$15 USD / hour
It's currently 4:28 AM here
Joined October 23, 2021
0 Recommendations

Ednalynne Marie L.

@ednalynnelorezo

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$15 USD / hour
Flag of PHILIPPINES
laoag city, philippines
$15 USD / hour
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Let's grow your business together. Let's connect!

I bring you 11 years of experience in customer service and business transformation. Like most people in the BPO industry, I started as a customer service representative who answers inbound calls and emails. After 4 years, I became a team leader then later on, an operations manager. Now, I am a freelancer who supports businesses as a virtual assistant, social media manager, and the like.
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Portfolio Items

My Resume
I made for a recognition event. They wanted their pictures to be flashed before awardees are announced and video messages are played. Theme was superheroes. 

I used Adobe AE.
After Effects : Intro Video

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Experience

Quality Assurance Specialist

BPO
Jun 2020 - Oct 2021 (1 year, 4 months)
Remotely supervises quality analysts in different locations. Hires, trains, and mentors quality analysts Generates reports in Excel and Google sheets. Analyzes data and provides insights to Operations and other departments Create and implement actin plans Joins meetings/calibration with Clients and internal partners

Operations Manager - Customer Service

BPO
Jul 2018 - Jun 2020 (1 year, 11 months)
Effectively supervised day-to-day front-end operations of a busy customer service department of a publishing company. Hired, trained, and mentored supervisors and agents. Led special groups bridging gaps in critical performance indicators Balanced employee satisfaction, client satisfaction, and revenue.

Team Lead/ Coach

BPO
Jun 2014 - Jun 2018 (4 years)
Managed the performance of teams consisting core retention agents, digital and web supports, and email representatives. Created a retention knowledgebase which wowed the customer and helped agents better handle their calls.

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Top Skills

Logo Design Project Management Data Entry Excel Photoshop

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