I hold a dual role that integrates operational excellence with revenue growth for our holistic wellness company. Leading the coordination of all operational processes and sales activities, I ensure seamless efficiency and effectiveness across departments. By developing strategic sales plans, nurturing client relationships, and optimizing revenue generation, I drive the success of Rooted in Radiance while upholding our mission of empowering individuals to embrace their inner radiance and achieve holistic well-being. My combined role is dedicated to achieving operational excellence and maximizing sales performance to support our commitment to holistic wellness.

* Led a team of real estate virtual assistants ensuring seamless operations and adherence to client requirements. * Established and monitored performance goals, striving for excellence in client satisfaction, efficiency levels, and quality assurance standards. * Prepared year-to-date (FYTD) and Monthly Reports for the CEO encompassing comprehensive analysis of gains and churns.* Marketing Reconciliation and Audits, invoice review * In charge on computing the Comms of the organization, from BDMs, Investment managers and leasing team. This includes recording leads for their sales comms.* Insurance Management, process Quotation from insurers portals, renewals, update CRM records, process payment and making sure no insurance lapses.* Routine Inspections Management, scheduling of concierge; notices are being sent, making sure ingoing/outgoing/routines are properly scheduled (90 days, 6 and 12 months)

- The business entails delivery of construction materials such as gravel and sand.- Overseeing the overall operation of the business, from clientele to suppliers. - Ensuring that materials are being delivered on time and all office related work are being prepared and submitted to concerned companies/offices.

• Manages the overall operation of the concrete blocks factory, which includes manpower monitoring, scheduling the delivery of materials, creating reports and other clients and suppliers related dealings.

• Capable of doing high Level Business Management and client facing relationship• Responsible for the day-to-day operations ensuring proper service levels are met.• Leading a team of Tier 2 Managers with different lines of businesses and their team of Representatives to ensure that NCO and client goals are met with regard to productivity and quality• Ensuring that all NCO and client procedures are followed.• Design incentives to keep managers and staff motivated.• Develop Team Managers through regular monitoring and feedback sessions• Deals and coordinates with Team Managers, SMEs, Service Delivery Manager, and Workforce Manager, Training, and HR group.• Develop processes to ensure proper flow of communication between various departments, thus, meeting client and company goals.• Recruit, develop and retain Supervisors, Team Leaders, Agents and other support staff. • Review and audit reports daily to ensure accuracy and usefulness. Use the data provided in the reports to measure project performance and project future results.

• Direct call center operations as a liaison between clients, supervisors, and call center employees.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans to supervisors.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Conduct group training sessions to ensure proper dissemination of information and to keep the team updated with product/services updates. • Develop technical techniques and call handling of each customer service representative to drive revenue growth.• Monitor interaction between staff and callers to ensure quality assurance standards.• Review call center statistics to measure staff performance and the need for improvement.

• Ensure the delivery of customer service excellence.• Motivated and kept the assigned team to be the best in terms of customer service.• Conducted regular meetings to ensure proper dissemination of information and updates.• Conducted regular coaching to constantly meet client needs and to ensure consistencies on agents’ performance. • Regularly conducting one on one to foresee any behavioral issues and fix them ahead of time. • Conducted interviews with responsibility for the placement of over 800 employees in a short deadline.

• As team leader, motivated and supervised 12 Subject Matter Experts who were handling different lines of businesses/expertise. • Design System Processes down to implementation and maintenance• Review Systems’ issues and design for KB articles creation.• System Support Admin for other Departments• Monitored subordinates’ efficiencies and keep them abreast with all updates on the account. • Collect information to analyze and evaluate existing or proposed systems. • Prepare detailed flow charts and diagrams outlining systems capabilities and processes. • Select among authorized procedures and seek assistance when guidelines are inadequate, significant deviations are proposed, or when unanticipated problems arise. • • Attended numerous weekly conference calls to represent the company for Triage and Development issues.• Conducted Trainings for Agents and Subject Matter Experts to ensure familiarity on products and services’ updates.• Ensured strict adherence to company policies and procedural guidelines. • Designed numerous processes for improvement- across all lines of businesses.

- Identified Technical Support issues at the Tier 1 level: Tools, Products and Services- both agent and customer facing.- Reproduced issues and recommended solutions for improvement of soft wares.- Reviewed and approved knowledge database content requests, on tools and services for agents’ usage.- Represented the company on all client-related conference calls; to report any site related issues and help the developers find solutions.

- Provided quality customer service with a high volume central processing and distribution center. - Responded to customer calls and inquiries regarding viruses, computer upgrades, connectivity questions, installations, spywares and other technical issues.- Assisted in troubleshooting user problems relating to Operating System issues (Win9x, NT, and Win 2000, XP, Vista), Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.- Performed upgrades, installation of software and drivers and essential desktop troubleshooting. - Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.- Installed logical printers on a print server and preparing print server to host clients. Troubleshooting hardware peripherals like printers modem etc- User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.- Assisted on on-site visits and hardware troubleshooting and local system upgrades.

Assisted customers worldwide with their technical issues: Software (Mainframe, Citrix, Lotus Notes, Microsoft Office, AS700, etc.) /Hardware(printers, mouse, monitor, etc.).