Michelle R. Email & Phone Number

Cebu, Central Visayas, Philippines

Sydney, New South Wales, Australia

- Utilized Freshteam for managing the recruitment process, including hiring and onboarding.- Screened candidates against job descriptions, employing fair judgment to identify the best fit for each role.- Reviewed pre-recorded interviews on MyInterview to assess candidates' language proficiency and experience.- Facilitated Test Gorilla assessments to evaluate candidates' IQ and EQ.- Acted as the main point of contact among candidates, management, and directors, ensuring transparent and aligned communication.- Collaborated with managers and directors to review feedback and negotiate salary terms.- Sent welcome kits to new hires, collecting personal and banking information.- Conducted induction meetings, providing a comprehensive overview of the company's CRM, communication channels, and policies.- Assisted team members with invoice management, dispute resolution, reimbursement requests, and leave applications.- Processed payroll and coordinated with the company's accountants for seamless payroll management through Airwallex.- Managed the company's news and updated postings, keeping the team informed and engaged.

Sydney, New South Wales, Australia

- Made 30-50 daily calls to leads generated from the Go High-Level pipeline as an appointment setter for a dental clinic.- Scheduled calls strategically in the morning, noon, and late afternoon to increase the likelihood of leads answering the phone.- Reached out to leads within 5 minutes of their appearance on the pipeline to maintain their interest and momentum in our promotion.- Executed scripts flawlessly, incorporating a personal touch to establish a rapport and connection with leads.- Processed bookings through the clinic's booking link and handled payments securely using Stripe, eliminating the need to collect card details over the phone.- Sent SMS reminders to leads using the conversation feature of Go High Level.- Provided a daily report containing all the leads successfully booked.- Regularly met with direct supervisor to discuss lead updates and receive feedback.- Developed and refined scripts while working, taking note of common objections to creating an effective objection-handling script

Sydney, New South Wales, Australia

- Managed the CEO's calendar, handling tasks such as scheduling and canceling meetings, blocking holiday offs, and sending meeting invites to business partners and clients.- Conducted thorough research to support the department, including exploring tactics, strategies, and new services that could benefit the company. This involved communication with various organizations, such as Monday.com, to understand their integrations.- Took minutes during daily Client Request Desk meetings, diligently recording notes and actionable tasks, and assigned responsibilities to the appropriate team members.- Provided training and support to new team members, offering guidance and assistance with their assigned tasks.- Booked meetings for the CEO by directly contacting clients, ensuring smooth and efficient scheduling.

New South Wales, Australia

- Provided support for a duration of 4.5 months, covering the maternity leave of the previous agent.- Managed inbound calls using the VOIP app, Bria, handling approximately 20-25 calls per day, with higher volumes during peak hours or promotional periods.- Assisted customers in selecting appropriate training options such as CPR, First Aid, Anaphylaxis, RSA, and RCG, helping them choose their preferred schedules.- Provided competitive prices for group training and facilitated payments through NAB by collecting card details over the phone and sending invoices.- Handled cancellation or rescheduling requests via phone or email and managed a daily average of over 20 email responses.- Coordinated with trainers, ensuring they had all necessary customer information ahead of scheduled training sessions, and maintained regular communication with event directors to ensure security measures were met.- Sent text reminders to both trainers and customers before their scheduled training sessions.- Attended weekly meetings, actively participating in discussions regarding changes, and reviewing revenue for the week and month

Canada

- Managed and organized confidential customer and client files as part of my administrative duties.- Responded to customer inquiries via email using Gorgias, ensuring timely responses within 24 hours or less.- Handled customer calls, providing updates on order statuses and directing them to the appropriate department, such as Refunds or Sales.- Utilized Shopify to monitor order statuses, process disputes, and generate shipping labels through Shippo.- Coordinated with Aligner manufacturers to obtain estimated arrival times and shipping schedules.- Generated weekly reports for submission to the team leader and discussion during regular meetings.- Conducted in-depth study of mouth anatomy to better understand customer complaints and offer tailored suggestions, such as recommending Aligners or Retainers.- Created multiple G-sheets to gather essential data necessary for approving Aligner production, including payment details, X-rays, impressions, and treatment plans.

Cebu, Central Visayas, Philippines

- Handled an average of 30-50 calls per day as a Technical Support Specialist for AT&T Mobility, addressing various technical issues reported by customers.- Developed and maintained strong relationships with customers, fostering trust and rapport.- Assisted customers with additional tasks, such as topping up AT&T credits, and providing comprehensive support beyond technical troubleshooting.- Achieved and consistently maintained a high call volume, efficiently resolving customer inquiries and issues.- Received excellent customer satisfaction ratings, reflecting a commitment to delivering exceptional service

Cebu, Central Visayas, Philippines

- I was among the first 50 agents hired for the inaugural captive Amazon.com account in the Philippines.- Assisted American customers with various order-related tasks, including processing refunds, replacements, disputes, and providing shipping status updates.- Handled customer inquiries through emails, chat, and phone calls, demonstrating effective time management and task prioritization skills.- Promoted to the position of Subject Matter Expert (SME) after just 30 days of taking calls, taking on responsibilities such as training new employees, monitoring their calls, and providing coaching.- Acted as an acting Team Lead, overseeing a team of 20 agents in the absence of the Manager during long meetings or other instances.- Managed tier 2 calls or supervisory calls, skillfully de-escalating situations to ensure customer satisfaction and prevent callbacks.- Conducted daily huddles with my team before each shift, fostering communication, and motivation, and addressing any concerns.- Participated in weekly huddles with other SMEs, collaborating on agent progress and discussing relevant topics.

Cebu, Central Visayas, Philippines

- Served as a sales representative at Hp.com, specializing in selling laptops, gaming computers, printers, and keyboards.- Utilized up-selling and cross-selling techniques to enhance revenue and ensure customers received the most suitable products and accessories.- Demonstrated consistent high performance by surpassing daily sales quotas and earning the title of Top Sales Agent for three consecutive months, specifically for selling ink cartridges.- Cultivated strong relationships with customers, building rapport and fostering a high level of satisfaction.- Recognized for innovative thinking and the ability to provide customers with exceptional deals and tailored solutions