Managing a high-performing team of 4-wheel Drivers and Helpers as its third-party logistics partner for an online grocery store. Performance tracking, payroll, HR and Recruitment, training and coaching.

1.) Facebook Marketplace Seller – March 2016 to Present• Achievements - Highly rated seller based on customer reviews – Customer Service, timely communication, pricing and negotiation, item description • Joekicks Online - seller of original Nike and Adidas shoes at below SRP• 2nd hand Cars• Real Estate• Smartphone• Medical Supplies• Aircon• Gadgets2.)Shopee Seller – March 2020 to Present• Original Nike and Adidas Shoes at below SRP• Medical Supplies3.) Carousell Seller – March 2009 to Present• Joekicks Online Seller of original Nike and Adidas shoes at below SRP• 2nd hand Cars• Medical Supplies4.) Lalamove and Transportify Delivery Partner _ April 2020 to Present

As a Quality Management Supervisor, I am tasked to regularly manage, monitor, review, and evaluatethe performance of the Customer Care Operations and our BPO partners which includes all Team Leaders, SMEs and CustomerService Representatives in four (4) of our Operations LOBs as follows:- Inbound Team (Customer Service Calls from internal and External Clients)- Outbound Team (Cancellations, Replacements, Returns and Order Verification)- Outbound Team (Payments - refunds and payment verification)- Digital Team (Chat, Helpdesk, Email Management and Social Media)I am also assigned to support operations directives and initiatives as needed and requested by the Customer Experience Manager and Senior Vice President of Customer Service.

As a Quality Assurance Specialist (QAS) I am tasked to regularly monitor, review, and evaluatethe performance of the Operations Department involving all Team Leaders, SMEs and CustomerService Representatives in four (4) of our Operations LOBs as follows:- Inbound Team (Customer Service Calls from internal and External Clients)- Outbound Team (Cancellations, Replacements, Returns and Order Verification)- Outbound Team (Payments - refunds and payment verification)- Digital Team (Chat, Helpdesk, Email Management and Social Media)I am also assigned to support operations directives and initiatives as needed and requested by the Customer Experience Manager and Senior Vice President of Customer Service.

As a Quality Assurance Officer (QAO) I am tasked to regularly monitor, review, and evaluatethe performance of the Operations Department involving all supervisors, customerservice representatives and sorters. The mission of the QA team is to enhance and extend current quality practices, and to educate by sharing its learnings and perceptions. Results of the team’s work are meant to create efficient and effective systems that can ultimately bring about both internal and external customer satisfaction.

As an Operations Supervisor, I am tasked to regularly monitor, review, and evaluatethe overall performance of the Operations Department involving all team leaders, customerservice representatives for the Australian Embassy - Visa Processing.

Managing overall performance of 3 Operations Supervisors, 24 FTE direct reports (Customer Service Representatives) interms of productivity, quality assurance, training, schedule adherence and revenue profitability of assigns APAC Accounts (Microsoft CRM, Intune and Office 365 and Symantec for processes such as;- Business Development- Demand Generation- Outbound telesales- Appointment Setting- Lead Generation- Customer Service and overall customer satisfaction- Billing

Managing overall performance of 30 FTE direct reports (Customer Service Representatives) interms of productivity, quality assurance, training, schedule adherence and revenue profitability of assign Australian BPO client - True Local (SEO multi-media company)

Currently handles the overall operations of the businessBusiness hours are from 9am-12am on weekdays and 8am-12am on weekendsThe internet shop offers Internet, Online gaming, Photocopy services, typing jobs and other value added services with a trained customer service officer supervising the daily operationsDaily tasks are hourly audits, sales performance of business and maintaining excellent customer service on a daily basisWeekly tasks are operations reports and weekly meeting for business enhancement services, and for smooth consistent business operations.Performs network and system troubleshooting Facilitating monthly management and core group meetings, monthly performance reports and month to date reports

Achievements• Was able improve the current processes in place, suggest and implement new processes needed to improve operations, Quality Assurance and Training and IT platform. • Created E-mail Etiquette and Business Writing Modules for Business Transcriptionist training guide for existing and new hires reference. • Address and resolved client escalations, concerns and queries through email and phone communications on a daily basis.Essential Job Functions• Escalate IT Systems issues to IT Director. • Communicate improvements needed on the IT Systems. • Give the Business Transcription teams walkthroughs on changes/improvements made to the IT Systems. • Approved creating/updating client/account launch manuals.• Fill in for the Launch/Logistics Manager.• Transcribe/proof/enter notes and meeting documentations, email support when needed• ASSIST: Create DAN manuals - hiring; new hire orientation• Conduct random quality checks of transcriptions made by Business Transcription Specialists• General observations and continual process improvement suggestions should be made on a regular basis to Dial-A-Note General Manager, Business Director, Logistics Manager and Process Manager.• Whatever it takes to get the job done.

Essential Job Functions• Responsible for ensuring and overseeing both company and client quality and efficiency standards are met. • Establishes quality policies and procedures based on client’s requirements andstandards.• Coordinates with training department to provide feedback that will be useful in determining training requirements.• Identify ongoing needs to assess and develop programs.• Conducts client monitoring sessions and communicates to call center managementoverall comments, updates and other information discussed during the session.• Assists in listening and verifying call and sales recordings of Amberbase Solutions Philipppines Call Center Representatives. Checks for accuracy and compliance to qualityt and verification guidelines.• Completes and ensures accuracy and timely completion of all quality and sales verification reports.• Leads and Participates in quality and sales verification education of Call Center Representative as required.• Leads and assists in tape and shift preparation as directed.• Assists and participates in both internal and external calibration sessions.• Act as Officer in Charge in absence of QD director and/or QD Manager in leading, managing the Makati site’s Quality and Training Department with a team of Quality Development Specialists and Product and Communications Trainers due to any of the following: Rest day(s), Vacation or Sick Leave, etc.

Essential Job Functions:• Responsible for ensuring and overseeing both company and client quality and efficiency standards are met. • Establishes quality policies and procedures based on client’s requirements andstandards.• Coordinates with training department to provide feedback that will be useful in determining training requirements.• Identify ongoing needs to assess and develop programs.• Conducts client monitoring sessions and communicates to call center managementoverall comments, updates and other information discussed during the session.• Assists in listening and verifying call and sales recordings of Amberbase Solutions Philipppines Call Center Representatives. Checks for accuracy and compliance to qualityt and verification guidelines.• Completes and ensures accuracy and timely completion of all quality and sales verification reports.• Leads and Participates in quality and sales verification education of Call Center Representative as required.• Leads and assists in tape and shift preparation as directed.• Assists and participates in both internal and external calibration sessions.• Act as OIC to QD and Training director in leading, managing the Makati site’s Quality and Training Department with a team of Quality Development Specialists and Product and Communications Trainers.

Essential Job Functions:• In charge of Managing Program(s) or Campaign(s) assignments. Leads the team to consistently exceeding targets in the areas of Sales, Customer Service, Technical Support, Email, Productivity, Quality Assurance and Attendance or Schedule Adherence as outlined by Linksolutions BPO, Inc. and its clients.• Shall be the client(s) main point of contact upon turnover of the Client Services team to Operations. May also be tasked to assist on the Implementations phase of his/ her program assignment(s).• evaluates the performance of each CCS within his/ her team through weekly Performance Quality and Attendance (PQA) scoring; maintains objectivity in the rating process by ensuring that the ratings are supported in pertinent documents and ensures that all evaluations are discussed and signed off with the employee for mutual understanding of the employees performance status.• Identifies CCSs and/ or CCRs, based on their PQA scoring, for development action planning; coaches CCSs and/ or CCRs on how they could improve their performance, sets time frames and monitor each members progress.• Must be aware of all current statistics and goals related to each project he/she manages on the floor.• Review hourly, daily and weekly statistical reporting with regard to performance and quality.• Manages Call Center Supervisors (CCSs) and their respective Call Center Representatives (CCRs) in identifying, recommending and implementing changes to improve quality and performance of the team.• Attend all new project training for respective client programs.• Provide timely and effective feedback to CCSs and/ or CCRs regarding performance measures related to each project.• Meet quality and performance metrics as outlined by Linksolutions BPO, Inc.• Performs tasks or special assignments as assigned by the Operations Director

Essential Job Functions1. Manages Call Center Representatives (CCR’s) in identifying, recommending and implementing changes to improve quality and performance of the team2. Constantly evaluates the performance of each CCR within his/ her team through weekly Performance Quality and Attendance (PQA) scoring; maintains objectivity in the rating process by ensuring that the ratings are supported in pertinent documents and ensures that all evaluations are discussed and signed off with the employee for mutual understanding of the employee’s performance status3. Identifies CCR’s, based on their PQA scoring, for development action planning; coaches CCR’s on how they could improve their performance, sets time frames and monitor each member’s progress4. Must be aware of all current statistics and goals related to each project he/she manages on the floor5. Review hourly, daily and weekly statistical reporting with regard to performance and quality6. Attend all new project training for respective client programs7. Provide timely and effective feedback to CCR’s regarding performance measures related to each project8. Work as a leader on the team to ensure the highest performance goals and objectives in customer service, sales, support and quality are met for the client and Linksolutions BPO, Inc.

• Handled a Team leader and 30-60 Agents for Directory Assistance and enhanced services for Telecoms and Wireless utilities in the US Track.• Daily tasks are monitoring, coaching, mentoring, daily operations reports, Team Stats and approving and editing Team Lead and CSR’s punches and updating Team Attendance Tracker.• Weekly and Bi-weekly tasks are pulling up QA Scorecards, Updating Productivity Tracker, Team stats (CPT, QA and Attendance) Punches for Payroll approval and Performance Trends Reports. Does the work of Workforce Analyst/Monitor 1 hour every week.• Monthly tasks are evaluation of my Team Leader’s monthly Performance, monitoring of the leads calls, Filing and liquidation of Team Fund, Individual Commendations and achievements. Monthly Attendance Reports, SL Conversion.• Quarterly Reports are Evaluation of Team leaders performance and my own performance to be evaluated by the Assistant Call Center Manager. • Approves and promotes Team Leaders post confirmation upon completion of his/her secondment.• Take calls and accept transfers call from CSR’s when necessary, conduct interviews upon Recruitment Dept. requests for prospective applicants of the company.

• Went into management and leadership training with Ed Linger (Training Manager) for 2 weeks and 3 weeks OJT on the sales floor for Compu Credit.• Handled a team for Digital Video Vision, selling Dish network: a leading satellite TV in the US. Handling 12 agents, managing overall performance of the team on a daily and weekly basis – June 2005.• Doing daily duties such as monitoring, mentoring and coaching for the agents, hourly update on team performance, daily agent stats, TDR (Training and Development Record), payroll hours and sales, timekeeper, turnover of sales calls and feedback for the Sales Manager.• Doing weekly reports such as team ranking, team tracker, weekly operations report, payroll hours and sales and memos and feedback on agent performance and scorecards of the agents.• Handled 11 agents for Dish Uplink Outbound, selling dish network as well – August 2005 to October 7, 2005.

Telemarketing, acquisition, retention and customer service of outbound accounts or programs for small and medium sized businesses such as;NOL (National Online Services) Website advertisements - Sept. 2003 to Oct. 2003.AT&T SOE: Bundled local long distance and toll free telecom services - Nov. 2003 to December 2003.B2B Advantage: Website advertisement plus online legal services - January 2004.AT&T Retention: Bundled local, long distance and toll free telecom service as well as stand alone local, long distance and toll free telecom services