Ana Aurora Nubla Lozada

Ana Aurora N. Lozada Unit 403, 120-A MH Del Pilar Street, between 7th and 8th Avenue, Caloocan, Manila. Mobile Number: - Email Address:- WORK EXPERIENCE: Upwork - Home-based Marketing Online Assistant (EST) (Aug.2017 - Current) Real-time updates and editing of products posted on Online Shop and Client website. Edit Video's and Details, Marketing and Posting Products for Sale on Client's Online Shop and Website Updating Daily Trackers and reports for Clients review. 1000 Calls A Day - Home-based Virtual Assistant (CST) (Feb 14- August 14,2017) Cold Calling Just Sold and Just Listed for Real Estate Client Appointment Setting for For Sale By Owners , Cancelled and Expired Listings for Real Estate Client Real Time Update of Trackers , CRM and other tools linked to client's account. VXI Mall Of Asia Business Center , Pasay City (Aug. 2016- Jan.2017) Team Leader/Supervisor – Operations for Technical Support (Video Repair, Cust. Care/Billing /Sales and Order Taking account) Supervise and Support maximum of 18 Technical Support Representatives that caters to troubleshooting, modems, routers and internet connection in US. Supervise and Support maximum of 18 Technical Support Representatives that caters to doing basic troubleshooting of Cable TV and Also caters to Billing inquiries and complaints as well as Soft Upselling. Supervise and Support Maximum of 18 Customer Service that caters to order taking for customers calling to order products every season Facilitated New Hire Communications and Product Training for Seasonal Account. Conducted Initial and Final Interviews for Hiring aspiring agents. Help Manages Queue of calls being received by agents Maintains broad product knowledge and being always updated on the most recent changes and information. Evaluate calls for Quality and Customer Satisfaction. Coach agents and facilitate remediation and refreshers. Create and administer quizzes and assessments Analyze team and site performance trending and key drivers of agents and operations Attend CSAT and Quality and Credit Calibrations Provides and designs action plans to address performance and arrest trends Extensive documentation of agent trending in terms of performance Approves and corrects Agent Timecards for payroll purposes Approves and evaluates Agents Scorecards and daily, weekly and monthly Metrics. Alorica Philippines 5th flr. Alphaland SouthGate Tower, Edsa cor. Chino Roces Ave., Makati City (June 2014-Aug 2016) Team Leader/Supervisor – Operations for Technical Support (HSI account and Video Repair, Cust. Care/Billing /Sales and Order Taking account) Supervise and Support maximum of 18 Technical Support Representatives that caters to troubleshooting, modems, routers and internet connection in US. Supervise and Support maximum of 18 Technical Support Representatives that caters to doing basic troubleshooting of Cable TV and Also caters to Billing inquiries and complaints as well as Soft Upselling. Supervise and Support Maximum of 18 Customer Service that caters to order taking for customers calling to order products every season Facilitated New Hire Communications and Product Training for Seasonal Account. Conducted Initial and Final Interviews for Hiring aspiring agents. Help Manages Queue of calls being received by agents Maintains broad product knowledge and being always updated on the most recent changes and information. Evaluate calls for Quality and Customer Satisfaction. Coach agents and facilitate remediation and refreshers. Create and administer quizzes and assessments Analyze team and site performance trending and key drivers of agents and operations Attend CSAT and Quality and Credit Calibrations Provides and designs action plans to address performance and arrest trends Extensive documentation of agent trending in terms of performance Approves and corrects Agent Timecards for payroll purposes Approves and evaluates Agents Scorecards and daily, weekly and monthly Metrics.f The Results Companies 120 E. Rodriguez cor. Ortigas Ext. Brgy.Ugong, Pasig City (February 2013-June 2014) Team Leader/Supervisor – Operations for Customer Care (Financial Account and Satellite Radio Account) Supervise and Support maximum of 20 Customer Service Representatives that caters to programming and billing inquiries and complaints as well as performing basic troubleshooting steps. Manages Queue of calls being received by agents Maintains broad product knowledge and being always updated on the most recent changes and information. Evaluate calls for Quality and Customer Satisfaction. Coach agents and facilitate remediation and refreshers. Create and administer quizzes and assessments Analyze team and site performance trending and key drivers of agents and operations Attend CSAT and Quality and Credit Calibrations Provides and designs action plans to address performance and arrest trends Extensive documentation of agent trending in terms of performance Approves and corrects Agent Timecards for payroll purposes Approves and evaluates Agents Scorecards and daily, weekly and monthly Metrics. TELETECH Customer Care- Australian Telco Account 5th flr Ecoplaza Bldg Don Chino Roces Street Makati City Customer Support Specialist /Residential Billing (June 2012-January 2013) Caters to Billing concerns and General Inquiries for either Home phone, Mobile and Internet Services. Files and Submits and Follow up Complaints from Customers. Technical Support Specialist – US TV Account 22nd flr Robinsons Cybergate 3, Pioneer, Mandaluyong City (February 2012-June 2012) Caters to inbound technical support concerns from customers who need assistance with their TV connection. Handles general questions or inquiries from customers and or new co workers. Nielsen Consulting Group Inc. 2nd flr PWU International Bldg. 1724 Leon Guinto cor. Gen. Malvar St. Malate Metro Manila (August 2010-February 2012) Sales and Marketing Executive Contacts various establishments and or possible clients who would benefit the Company’s Products and Services. Collaborate with Contact Persons of these establishments and set up appointments for meetings for Company Introduction and Product Demonstrations and Consultations. Send out Company Profile and requests for Product/Services Demo or Letter of Intent to possible clients Email and or Fax Proposals to Interested Clients or Partners Reports Directly to Business Development Manager Collaborates with Finance with regards to monthly sales and expense reports Conducts Speeches and Introductions and or Product and Services Demonstrations Convergys Philippines 2nd flr Convergys Bldg Don Mariano Marcos Ave. Quezon City (December 2005 – August 2008) Team Leader/Supervisor for Customer Service Supervise and Support maximum of 18 Customer Service Representatives that caters to programming and billing inquiries and complaints as well as performing basic troubleshooting steps. Manages Queue of calls being received by agents Maintains broad product knowledge and being always updated on the most recent changes and information. Evaluate calls for Quality and Customer Satisfaction. Coach agents and facilitate remediation and refreshers. Create and administer quizzes and assessments Analyze team and site performance trending and key drivers of agents and operations Attend CSAT and Quality and Credit Calibrations Provides and designs action plans to address performance and arrest trends Extensive documentation of agent trending in terms of performance Approves and corrects Agent Timecards for payroll purposes Approves and evaluates Agents Scorecards and daily, weekly and monthly Metrics. Quality Specialist Caters to programming and billing inquiries and complaints. service, client satisfaction and Perform basic troubleshooting and provide solutions and results to achieve excellent customer customer retention. Maintain broad knowledge and being always updated on most recent changes and information Evaluate calls for quality and customer satisfaction Coach agents and facilitate remediation and refresher Analyze site performance trending and key drivers of agents/team leaders/operations Facilitate and attend quality calibration sessions Provide and design action plans to address performance and arrest trends Customer Service Representative Caters to programming and billing inquiries and complaints. service, client satisfaction and Perform basic troubleshooting and provide solutions and results to achieve excellent customer customer retention. Maintain broad knowledge and being always updated on most recent changes and information NCO-RMH Inc. 5th flr ELJ Communications Bldg Mother Ignacia St. Quezon City (March 2005 -November 2005) Collections Specialist Responsible in handling outbound collection calls for clients Makes sure that all quality and compliance requirements are met during and at the end of each call Link2Support Inc. 5th flr Emerson bldg Eastwood city Libis, Quezon City (September 2004 – March 2005) Network Specialist/Tech Support Have been responsible in taking in inbound calls from US and provide accurate troubleshooting help via phone to clients that needs efficient customer service. Specialized in configurations of wired and wireless routers, LAN cards and NIC, wireless adapters, game adapters, modems, range expanders and other networking devices manufactured by Linksys. 24/7 HealthWatch Inc. Columbia Towers, Ortigas avenue, Pasig city (March 2003- June 2004) Operations Staff Responsible in documenting files and information of clients employees enrolled to the company’s health services Assisted in providing efficient health services or assistance either by emergency or appointment Filed documents and legal papers of company and management to set up company profile. Education: Centro Escolar University - BS Psychology June 1997 to September 2000 CHARACTER REFERENCE/S: Available upon request