Bablian Libron Email & Phone Number

Cebu, Central Visayas, Philippines

Team Mentorship• Act as a mentor to assigned team members.• Oversee training of new hires within the Account Support function.• Answer questions, concerns from assigned team members, escalating where needed.• Become a Subject Matter Expert (SME) in account support for assigned client grouping.• Assist with escalated candidate concerns where necessary.Internal Collaboration• Answer questions regarding candidate progress from internal team members.• Escalate cases of non-responsive candidates as needed.• Prepare client-requested updates on candidate progress as requested.Account Support• Coordinate candidate interviews for assigned clients.• Prepare interview confirmation emails for candidates.• Perform additional administrative tasks as requested.

1649 Colorado Blvd. Los Angeles, Ca 90041

• Receive all incoming calls and respond or attend to the needs of the clients or vendors. Listen to all VMs and route it to the right department.• Check orders and email the clients with the ETA and status of their orders.• Create a daily report w/ the number of calls received.• Send Satisfactions Survey to new clients.• Analyze stats from the Production Statistics report. • Write commendation letters.• Send stats to Reporting Team.

• Ensures that the QA analysts understand and follow the QA guidelines consistently• Ensures that all updates are disseminated to all stakeholders• Responsible for reviewing QA Analysts’ output regularly and sees to it that deliverables are accomplished at the same time ensures the integrity of data• Implements workload distribution to meet operational demands• Submits reports to Operations Coordinators and Managers containing evaluations and scores• Serves as the primary point of contact during conference calls with clients to discuss issues and or disputes and to standardize/update the call monitoring guidelines if necessary

• Delivers training program to New Hires prior endorsement to Nesting• Ensures training rules and regulations are strictly followed• Provides an overview of the training flow and encourages total participation and interaction• Identifies the problem or needs of the trainees and the training program and seeks solutions to improve• Compiles training reports and keeps training documents (quizzes, exam links, and manuals) for internal and external audits

• Evaluates the English communication skills of agents• Provides feedback and coaching for every evaluation• Identifies communication barriers during call monitoring• Develops action plans based on root causes• Conducts a Performance Improvement Plan for low performers• Produces and submits reports to Operations Supervisors containing evaluations and scores• Updates daily reports of the department containing QA scores• Conducts and joins the internal and external call calibration sessions• Discusses QA guidelines with agents• Performs special assignments given by the immediate supervisor• Participates in incentive programs of the QA department

• Assist in developing audit programs and maintain up-to-date knowledge about audit tools and techniques• Analyze valid audits and ensure necessary DA are given to the offenders• Communicate audit progress to supervisors on a regular basis• Identify area of improvements to enhance business efficiencies and to reduce risks

• Answering inbound phone calls regarding a customer’s account• Making outbound calls to follow up on customers when necessary• Operating accurately & efficiently in a fast-paced environment• Maintaining composure in escalated situations• Building customer relationships, earning their loyalty and trust• Handling multiple responsibilities at one time

• Provide standard ESL courses to Chinese students (from children to working adults) using an online teaching system• Preparing for 1-to-1 online classes• Teaching online with the textbooks• Doing corrections and conducting effective instruction during the classes• Doing assessments and tests for the students• Abiding by school regulations and management, achieving the teaching goal as scheduled with high quality