Sourcing and recruiting top remote professionals for roles at growing companies.At Grow My Team we're truly passionate about growing happy, high-performing remote teams.We cover everything from sourcing and recruiting top remote professionals to fully integrating them into your business and helping you create a thriving work culture. We start by helping you define your hiring needs, cover the entire advertising, recruitment and onboarding process and then manage and develop your staff on an ongoing basis.We’ve recruited, managed, and integrated hundreds of talented remote workers from all over the world. And as a 100% remote team ourselves, we practice what we preach.• Managed 2 recruiters in my team• Source for candidates via multiple platforms• Process applications in JazzHR, GoHire and Freshteam• Prepare interview questions• Interview candidates• Liaise with clients to provide recruitment progress• Conduct client meetings to discuss new roles• Document communication with candidates and clients• Prepare reports after candidates are hired• Communicate with staff manager and operations manager once hire is made• Advertise job openings• Communicate with applicants from Grow My Team’s Facebook and LinkedIn accounts• Conduct client interviews• Prepare and continuously edits the recruitment playbook

• Content writing• Research• Social media assistance • Customer service• Payment disputes

• Research about topics provided by the client.• Wrote articles based on client's specifications.

• Wrote foreword for e-book• Contacted book reviewers• Proofread and edited submitted work from authors

• Lead generation• Virtual assistance• Project management• Data entry

• Teach English to Korean students using company-provided learning materials• Monitor student performance• Conduct student assessment

• Teach English online to Chinese students.• Attended training to understand Chinese culture, how to teach young learners, and how to teach Business English.

• Responsible for management of the 14 Technical Support Representatives (TSR) performances under my team.• Handle escalated calls (Sup calls) from all agents • Handle complaints from customers by calling them and providing resolution• Provide one on one coaching to agents which includes action plans on how to maintain and improve metrics being measured• Take agent calls (minimum 5 calls a week)• Manage attendance by tracking tardiness and absences. Assign points and disciplinary actions as appropriate.• Approve credits/refunds after extensive investigation and research on customers’ cases• Real time auditing of agents’ calls and cases on a daily basis for quality purposes

We handle technical support for online courses for a major education company. Support includes registration to courses, assistance in course content, answering inquiries, etc.Scope: College online coursesSupport: Phone, E-mail and ChatTasks:• Responsible for management of the 14 Technical Support Representatives (TSR) performances under my team.• Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.• Provide leadership to the team; monitors team performance and updating their records on a regular basis• Recognize and identify areas for improvement and take appropriate action as required, i.e., development plans, performance improvement plans, etc.;• Providing agent support by “floor walking”, being available for TSRs/Teams as needed by being available for questions, etc.; provide performance feedback to Agents within twenty-four (24) hours;• Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance (closure rate and utilization); Ensure quality service to customers; Adheres to support workflow are requirements to achieve SLA; Adheres to client’s defined processes and procedures and company policies• Identify team issues and provide sound advice based on good judgment; Provides direction and sound advice to the team members (mentor role)• Conducts huddles and team meetings• Issuing disciplinary actions following Sykes due process as needed• Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently• Team Managers shift coverage on normal shifts, and during holidays or training• In charge of supervisor calls on a daily basis

• Responsible for management of the 15 Technical Support Representatives (TSR) performances under my team.• Accountable for investing, identifying, developing and improving all manner of process, volume management, agent execution with focus on achieving a positive end-to-end customer experience.• Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.• Drive account financials through team utilization, optimal staffing levels, schedule adherence, and expense control.• Provide leadership to the team; monitors team performance and updating their records on a regular basis• Recognize and identify areas for improvement and take appropriate action as required, i.e., development plans, performance improvement plans, etc.;• Providing agent support by "floor walking", being available for TSRs/Teams as needed by being available for questions, etc.; provide performance feedback to Agents within twenty-four (24) hours;• Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance (closure rate and utilization); Ensure quality service to customers; Adheres to support workflow are requirements to achieve SLA; Adheres to client's defined processes and procedures and company policies• Identify team issues and provide sound advice based on good judgment; Provides direction and sound advice to the team members (mentor role)• Re-echoes new client training to the team as needed • Efficiently manage activities and utilization of the team; Participates in the recruitment of staff to the team• Identifies hot issues and deals with it appropriately; Conducts weekly team meetings• Prepares reporting requirements to immediate supervisor and clients• Liaise with clients on technical training/updates, maintain training calendar and work closely with the training coordinators and ensure training plans are met

Achieves daily, weekly, and monthly call monitoring goals in accordance with client specified goalsMeets or exceeds all quality initiatives by ensuring processes are executed properlyCapture call monitor trend analysisEnsures accuracy, thoroughness and professionalism in the workplaceCollaborates with Account officers to develop goals and objectivesMaintains technical knowledge of platforms, paperwork and records of accountServes as point of contact for all quality issues, concerns and questionsConducts quality calibration sessions internally and with the client on a weekly basis Share best practices and to ensure that processes are aligned with the clientsContinues education of TSPs on quality processes and guidelines Holds regular quality meetings with management team indicating any hot quality issues

Responds to emails and answers calls from customers regarding their managed Web hosting accountsCreates tickets for documentation and sends them to the correct department for processingAchievements:Member of the account's pioneer batchSelected as one of the first five floor leads in the account

• Troubleshoots technical issues regarding customers' Web Hosting accounts (includes web site errors, domain e-mail issues, FTP access, CGI scripts, PHP, ASP, MS Front Page, HTML)• Assists customers with billing inquiries and issues (includes payment, billing disputes, change of account information, setting up accounts)• Assists supervisor in doing quality monitoring for teammates• Serves as floorwalker for new batches: assists new agents with their calls during their nesting stage and first few weeks on the floor• Provides phone skills observation and feedback to fellow agents

• Responds to customers' e-mail regarding their Internet Access account• Troubleshoots dial up connectivity issues• Provides assistance in e-mail issues

Debit Bills ProjectBank of Commerce - Terminal Monitoring System (TMS)Bank of Commerce - BOC-PAN Asia ProjectBank of Commerce - Silverlake ProjectIn the projects stated above, I was tasked to modify and debug programs. I assisted the junior programmers in the respective projects, all of which involved ATM transactions. Programs were written in COBOL, PL/1 and C.