Michelle Ilano Email & Phone Number

-Reviews Real Estate Transaction Paperwork. -Lists properties into MLS. -Handles properties' compliance violations.

Maryland, Usa

-Responds to Customer Inquiries thru email and chat. -Manages Amazon Seller Feedback. -Monitors and responds to product reviews. -Assists with Order fulfillment. -Monitors Social media insights. -Creates and uploads social media content.

-Manage and answer all leads calling and registered in our website, making sure that all communications are being logged completely in the CRM's that we use.-Monitor daily all leads that have recently visited our website and try to make a follow up with them most especially to those leads that we haven’t made any successful contact from the start.-Track all leads that we have currently in contract with as well as those leads that we have closed files and submit a lead conversion report at the end of the month.

Alabang, Muntinlupa City

• Monitors agent’s performance, coaches, trains and develops staff.• Compiles reports on team’s performance and customer feedback.• Cascades information from upper management to team and vise versa. • Works very closely with team members to solve customer problems. Offer solutions and suggestions for process and product improvement to management.• Resolves escalated customer issues. • Conducts team meetings on a regular basis with direct reports. • Provides timely identification and response to agents’ needs and issues.• Analyzes stats and use that as a device in coaching. (e.g, Repeat percentage in correlation with First Call resolution)

Taguig

• Real time monitoring of agents’ performance delivery.• Submits reports daily and weekly for analysis of team’s performance.• Resolves escalated customer issues (Phone, chat and email)• Communicates directly with the client for team’s staffing and tasks delegation depending on the volume of incoming chats and tickets on queue.

Cebu City

• Manages the day–to-day planning, operation and problem-solving of a team of agents to meet the required service level components, standards and sales targets.• Develops the team to ensure delivery of a consistent superior customer experience by highly knowledgeable and customer-focused agents.• Acts as communication conduit between Frontliners and Management and vice versa.• Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.• Directs and/or manages all activities associated with Account operations, including developing and implementing policies and procedures on systems.• Establishes and implements performance and service standards.• Responds to escalated cases (Giving out compensations, refund approval...)• Conducts team meetings on a regular basis with direct reports. • Conducts training for new hires and monthly training for system updates (Back office changes, new SEO strategies, CS Skills)• Responsible for team roster/schedule/staffing which is primarily based on call/chat volume received at a certain period.

Quezon City

• Monitors agent’s performance, coaches, trains and develops staff.• Compiles reports on team’s performance and customer feedback.• Cascades information from upper management to team and vise versa. • Works very closely with team members to solve customer problems. Offer solutions and suggestions for process and product improvement to management.• Resolves escalated customer issues. • Conducts team meetings on a regular basis with direct reports. • Provides timely identification and response to agents’ needs and issues.

Bachelor Of Arts (Ba), Mass Communication/Media Studies

Bachelor Of Arts (Ba), Mass Communication/Media Studies