Angelie Dusaran

ANGELIE N. DUSARAN Jaro Iloilo City- PERSONAL DATA Birthdate: Age: Sex: Height: Weight: Citizenship: July 9, 1983 37 Female 5’2” 58 kg. Filipino EDUCATIONAL BACKGROUND College: Bachelor of Science in Tourism Central Philippine University Jaro Iloilo City -) Secondary: Iloilo National High School La Paz, Iloilo City -) EMPLOYMENT BACKGROUND October 2020 - February 2021 Nearsol – Operations Supervisor Account: Chat - Online Retailer for U.S Cosmetics (Seasonal) RESPONSIBILITIES Leads and manages a team of CSRs in the optimal execution of call center operation activities. Conducts performance management activities for team members. Conducts timely planning, assessment and feedback meetings. Motivate customer service representatives for them to exceed client expectations. Disseminate client updates to make sure that everyone’s aligned. April 2020 - September 2020 Freelance Virtual Assistant Real Estate Agency Account: US Account RESPONSIBILITIES Manage Social Media presence of the agency. Post, design and manage property listings. Verify and Set Appointments with Buyers/Sellers. Property Research. Respond to email and live chat inquiries. Manage budgets and receivables. September 2017 - November 2019 Operations Supervisor Transcom Worldwide (BPO) Account: Kogan.com Australia (Online Retailer). Voice, Chat and Email. Pre order inquiries. Tech Support for TVs, Mobile Phone and Electronic orders. RESPONSIBILITIES Leads and manages a team of CSRs in the optimal execution of call center operation activities. Conducts performance management activities for team members. Conducts timely planning, assessment and feedback meetings. Motivate customer service representatives for them to exceed client expectations. Disseminate client updates to make sure that everyone’s aligned. March 2013 - September 2017 Quality Assurance Specialist Transcom Worldwide (BPO) Account: Kogan.com Australia (Online Retailer). Voice, Chat and Email. Pre order inquiries. Tech Support for TVs, Mobile Phone and Electronic orders. RESPONSIBILITIES Performs regular audits to make sure that customer service representatives are doing the right process on their calls, chats and calls. Organize weekly calibration with Operations Dept. and the client. One on one coaching with agents to further improve their performance. Investigate Quality Disputes. Creates action plans to those who are not able to pass the evaluation. August 2009-December 2013 Customer Service Representative Transcom Worldwide (BPO) Account: Sears Canada (Online Retailer) RESPONSIBILITIES (Sears Parts) Places parts orders for Sears Canada customer's major appliances such as washers, dishwashers, refrigerators, exercise machines and lawn and garden equipments. (Sears Service) Books service appointments for Sears Canada customers who are having problems with their major appliances. (Sears Catalogue) Places Catalogue orders for Sears Canada customers including Men's, Kid's and Women's apparel, accessories and home decors. February 2005 – May 2009 Agency Support Staff PHILAMLIFE Iloilo Gonzaga Agency RESPONSIBILITIES Monitors Daily Sales Record and update it to assigned manager so as to identify how much more amount is needed to hit the sales target. Make sure that all the incoming agents are scheduled for training and licensing. Prepares schedule of managers for client calls at the office. Disseminates all necessary information such as promos so as to drive increase of sales. Monitors client due dates to make sure that all policies are active. Presents and sells to prospective clients the importance financial planning and life insurance. Educate OFWs as to how they can save their hard earned money at OWWA's Pre-departure Orientation Seminar. CHARACTER REFERENCES: Maybelline Lique Sr. Director Dynata Philippines Email:-Contact number:- Irvin Gonzaga TeamLead at Quantrics Email:-Contact number:- John Romy Arenal Trainer at Nearsol Email-Contact number:-