Allan Ladd Ricablanca

Allan Ladd D. Ricablanca La Carlota, Philippines- Value Statement: A highly motivated and ambitious individual able to give a timely and accurate advice, guidance and support to team members and individuals. Possessing excellent management skills and having the ability to work with minimum supervision. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently. Summary of Qualifications: 1. As a Marketing Associate, I was able to hit the required metrics by making sure that our callers (prospects) will agree to have an appointment and visit the properties that we support in the US. I have learned how to profile and build a personal connection with the prospect. 2. As a Quality Assurance Specialist, I Monitor and document customer interactions/side-by-side monitoring to evaluate effectiveness of rendered services. I contribute in calibration sessions with management/clients to guarantee the maintenance of call quality standards. I also coach agents to proactively succeed account specific quality standards and compliance and keep records and analyze trends as necessary to determine areas of opportunity. 3. As Senior Representative (Escalation Desk), Identify, analyze, and initiate the escalation process in an organization based on the escalation criteria specified by the client. I coordinate with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly. Professional Experiences: May 2017 - Present [Realtor Assistant] Keller Williams Realty La Carlota city Calling the leads under Expired Listings, FSBO and Circle Prospecting to set up an appointment for our Realtor. Making follow ups and sending email that would help them decide in the future. November 2016 Parts Market Prime La Carlota city [Telemarketer] A business specialized in sales and distribution of used auto parts. Calling the automotive shops all over United States to sell used auto parts for all makes and model of Cars and Trucks. Also makes follow up on their existing quotes and make sure to convert it into sales. August 2015 RealPage Cebu City [Marketing/ Maintenance Associate] Assists the callers with the pricing and availability of the apartments. Selling them the idea of the things that they can get in the apartment. Set up appointments for the prospects to visit the office. Processes inbound maintenance request calls and emails. Provides notification to appropriate parties of any maintenance issues reported by residents. Process complaint calls for certain properties. Enter information about marketing prospects into properties’ management software. August 2015 [24]7 Philippines Cebu City [Technical Support Representative] Troubleshoot and resolve network connectivity issues. Provide support for billing and technical concerns to customers. Educate Customers on inquiries and other product information. Interact well with others in a team-oriented environment as well as with customers. Handle customers through multi-channels (i.e. Chat/Email). November 2012 Convergys Bacolod/ Cebu City [Technical Support Representative] Troubleshoot and resolve network connectivity issues. Provide support for billing and technical concerns to customers. Educate Customers on inquiries and other product information. Interact well with others in a team-oriented environment as well as with customers. Handle customers through multi-channels (i.e. Chat/Email). July 2011 Transcom Worldwide Bacolod/ Cebu City Quality Assurance Specialist Monitor and document customer interactions/side-by-side monitoring to evaluate effectiveness of rendered services. Contribute in calibration sessions with management/clients to guarantee the maintenance of call quality standards. Convey feedback on product knowledge, customer engagement and adherence to account specific regulations to provide excellent customer satisfaction and inquiry resolution Coach agents to proactively succeed account specific quality standards and compliance. Keep records and analyze trends as necessary to determine areas of opportunity. Make recommendations to implement improved processes. April 2008 TeleTech Iloilo City Senior Representative (Escalation Desk) Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the client. Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly. Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly. Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies. Relevant Training: Inside Sales Agent - training knowledge • Buyer and seller real estate practices including documentation per transaction type. • Acquisition and liquidation of Bank Owned property • Bank qualifications/approval for Short Sale; REO property • Internet Marketing forms, lead sources, CRM or database entry • Common Lead Management systems including Boomtown, E Edge, Market Leader, and Tigerleads Education: SY 2005 - 2007 [Degree Obtained] Bachelor of Science in Nursing Iloilo Doctors College Iloilo City