Alita Villarente Email & Phone Number

Metro Manila, Philippines

Metro Manila, Philippines

• Manages Shopify, eBay and Amazon Seller Central accounts of a California-based E-Commerce business (includes adding/deleting products, updating product descriptions/images, processes orders, cancellations, and/or refunds, etc) • Customer Service• Liaison officer to the company's suppliers/vendors• Off-page SEO (link building, guest posting, blog posting)• Google Analytics and Google Search Console• Product Research and Competitors Analysis• Inventory and Warehouse… Show more • Manages Shopify, eBay and Amazon Seller Central accounts of a California-based E-Commerce business (includes adding/deleting products, updating product descriptions/images, processes orders, cancellations, and/or refunds, etc) • Customer Service• Liaison officer to the company's suppliers/vendors• Off-page SEO (link building, guest posting, blog posting)• Google Analytics and Google Search Console• Product Research and Competitors Analysis• Inventory and Warehouse Management Show less

• Performs Call Monitoring to evaluate agents' behavior and customer service performance and compliance with the company policies and business laws and regulations, to improve the customer experience• Provides regular, structured, and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities• Leads and participates in calibration sessions with Operations and Training and call listening programs with Clients to identify best practices and… Show more • Performs Call Monitoring to evaluate agents' behavior and customer service performance and compliance with the company policies and business laws and regulations, to improve the customer experience• Provides regular, structured, and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities• Leads and participates in calibration sessions with Operations and Training and call listening programs with Clients to identify best practices and areas for improvement• Assists in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials and/or recommendations to design a new training module• Prepares and analyzes internal and external quality weekly, monthly, quarterly reports for review with Internal Stakeholders• Works in partnership with Operations, Training, and Clients in developing and/enhancing evaluation programs that are targeted to the objectives of the account and will unearth the root cause of the problems, possible solutions and provide actionable insights for performance improvement• Supports New Hires by facilitating call listening sessions, mock calls, and other QA related activities• Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance• Undertakes Training and takes in calls as needed and/or required to further improve competencies, skills, and knowledge and to better assist the employees Show less