Annalyn Orbita

ANNALYN ORBITA TEAM SUPERVISOR ABOUT PROFESSIONAL SKILLS Customer Service Email/Live chat Management Social media moderation Quality Assurance Customer Satisfaction Team Management Training support Performance coaching PERSONAL SKILLS Creative spirit Reliable and professional Organized Time management Team player Fast learner Motivated CONTACT --annalyn.orbita SOCIAL https://www.facebook.com/AnnaRhiz zle https://www.linkedin.com/in/annalynorbita-bb73519a/ Experienced Customer Service Team Lead with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Customer Service, Customer Satisfaction, Leadership, Team Management, and Training. WORK EXPERIENCE FULFILLMENT AND CUSTOMER SERVICE VA Upwork - July 2019 til present Virtual/Admin assistant to an E-commerce shop based in NYC that sells sunglasses, eyeglasses, snow goggles, swim goggles and eyewear accessories. They also carry independent brands and designers from around the world. Manages the processes that the account use to keep up with orders, customers & inventory. Using proprietary systems that powers the website, as well standard systems like Shopify and Google Sheets. Oversee day-to-day operation and processing of labels for orders that will ship within the day using Shipstation Directly report to owner the challenges encountered regarding order placing on the wholesaler's website as well as bugs on automations being used that affects the business TEAM SUPERVISOR - DIFF EYEWEAR Offsourcing Phils. Inc - October 2018 - present Spearhead a team of 10 for a new account in the company Create an inspiring team environment with an open communication culture Oversee day-to-day operation Directly report to client the day to day challenges and highlights of the team. Create training module and conduct training for new hires Scrub and validate CSat scores of agents Provide coaching and evaluation for every team member Endorse removal for non-improving members. ANNALYN ORBITA TEAM SUPERVISOR TRAINER Offsourcing Phils. Inc - June 2018 - October 2018 PROFESSIONAL SKILLS Copywriting Corporate blogging Project management Team management Market research Communication skills Networking expert Collaborative nature PERSONAL SKILLS Creative spirit Reliable and professional Organized Time management Team player Fast learner Motivated CONTACT --www.tyroneconrad.com REFERENCES CARL FERNANDEZ L-Corp, Manager-STEPHANIE GEORGIA John-Leonard Corp., Manager-PATRICK SUAREZ World Mark Inc., HR- Collaborate with management to identify company training needs. Schedule appropriate training sessions. Oversee and direct seminars, workshops, individual training sessions, and lectures. Prepare hard copy training materials such as module summaries, videos, and presentations. Train and guide new employees. Develop monitoring systems to ensure that all employees are performing job responsibilities according to training. TEAM SUPERVISOR - TECHSTYLE FASHION GROUP Offsourcing Phils. Inc - April 2018 - June 2018 Supervised Savage x Fenty Team 6 Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operation Monitor team performance and report on metrics Discover training needs and provide coaching SR. COACHING COORDINATOR (COACHING AND QA SUPERVISOR) TECHSTYLE FASHION GROUP Offsourcing Phils. Inc. July 2016 - April 2018 Portray a positive and professional attitude within and outside of coaching department to generate the best possible working environment. Ensure proper procedures are being followed by coaches & agents (Product knowledge, Promotions & Discounts, Account Handling & Notation, and Membership Cancellations) Ensure that coaches are providing accurate and excellent quality & quantity of MEA audits by reviewing and analyzing data Facilitate MEA disputes for the MEA team’s audits Create the coaching schedules and ensure that there are not any conflicts with Workforce, Operations, and agent schedules Ensure that all coaches are aware and adhering to their coaching schedules Provide coaching assessment by observing, providing feedback, and sharing best practices on over-all coaching session Review, analyze, and discuss outstanding feedback based on agent sentiments of coaching sessions Keeps accurate track of team member’s attendance. Collate and manually plot MEA team’s overtime if any. Facilitate on-boarding/training with new team members Submits monthly reports (MEA dispute tracker, Coaching Completion, Survey comments, Coaching List, KPI, Stella Connect Scores, Performance Incentives, Coaching reschedule and deletion tracker, Coaching Survey, etc) ANNALYN ORBITA TEAM SUPERVISOR MEMBER EXPERIENCE ADVOCATE (CSAT COACH AND QA) TECHSTYLE FASHION GROUP Offsourcing Phils. Inc - August 2015- July 2016 Ensure proper procedures are being followed by Fashion Consultants (Product knowledge, Promotions & Discounts, Account Handling & Notation, and Membership Cancellations) Portray a positive and professional attitude and image always to promote the best possible working environment Facilitate learning experiences that equip new and long-term agents to excel in their work environments through expert coaching Conduct quality call evaluation for agents who have the need to improve their Stella Connect/MSAT scores Mentor, coach and motivate agents towards high productivity, performance, and member satisfaction Provide coaching, advice and guidance based on the call evaluation findings, and deliver performance feedback to agents as per the accepted business unit best practices Pull calls, agent stats and create reports and coaching plans Identify emerging trends and analysis of team and process opportunity areas leading to improved customers experience & recommend change to achieve team goals Coordinates and effectively communicate with Team Leaders and Floor Managers to ensure appropriate number of evaluations are performed for each agent as well as share agent call trends, observations, and coaching plan Ensure that appropriate number of evaluations are performed for each agent under a Team Supervisor and Floor Managers bucket Proactively inform agents & team supervisors of future coaching events Report concerns directly to Sr. Coaching Coordinator and/or Coaching Supervisor and Floor Manager In periods of excessive call volume, assists by taking inbound member calls or handling member chats When needed, assist with a dynamic range projects key to member experience initiatives and improvement efforts TEAM POC- DIGITAL SUPPORT (EMAIL/ CHAT) TECHSTYLE FASHION GROUP Offsourcing Phils. Inc - October 2014 - August 2015 Provide assistance and support to newbies Assist team lead with teammates attendance and OT tracker Provide sup chat when no TS is available Ensure that refunds and other request are process real time Answer escalation chats and emails from team members ANNALYN ORBITA TEAM SUPERVISOR CUSTOMER SERVICE REPRESENTATIVE (CHAT/EMAIL) TECHSTYLE FASHION GROUP Offsourcing Phils. Inc - June 2014 - October 2014 Takes inbound chats and emails assisting members in placing orders, returns and exchanges, order status, account cancellations, billing, and any other member account-related concerns. Meets KPI with at most 3 chats at a time; AHT of 6mns and 30secs; CSAT/Stella rating of 90% and a QA/MAX grade of at least 90% by adhering to the call handling process and business policies and requirements to provide quality customer service CUSTOMER SERVICE REPRESENTATIVE (VOICE) TECHSTYLE FASHION GROUP Offsourcing Phils. Inc - December 2013 - June 2014 Strong leader of customer support staff. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Maintained up-to-date knowledge of product and service changes. Became part of an Elite Team handpicked by clients and took calls for the company’s 3 brands TECHNNICAL SUPPORT REPRESENTATIVE (VOICE) NORTON ANTIVIRUS Sutherland Global Phils (Davao) June 2013 - December 2013 Identified and solved technical issues with a variety of diagnostic tools. Resolved customer issues in a clear, courteous, and straightforward manner. Demonstrated professionalism and courtesy with customers always. Handled inbound calls from Norton clients on installing/updating/troubleshooting their security software, identifying the main problem and providing step by step instructions as well as remote access to help the customers resolve the problem. Meets KPIs of 45-50 answered calls per shift; handling time of 7 minutes maximum per contact and a QA grade of at least 90%. Escalates second-level concerns and issues to SMEs and second level of support to ensure accurate and immediate solutions are provided to customers. Attends trainings for software orientation and call handling skills to improve quality of customer service. Resolved problems with malfunctioning products. TIER 2 TECHNICAL SUPPORT (ESCALATIONS TEAM) Concentrix Phils. January 2012 - May 2013 Provides in-depth technical support to customers. Assess issues and provides solutions for problems that cannot be handled by tier 1 ANNALYN ORBITA TEAM SUPERVISOR TECHNICAL SUPPORT REPRESENTATIVE Concentrix Phils. January 2010 - December 2011 Handles inbound calls from Cisco-Linksys clients on installing and troubleshooting their networking devices by identifying the main problem and providing step by step instructions to help the client solve the problem. Escalates second-level concerns and Return Merchandise Agreement (RMA) issues to the RMA department to ensure accurate and immediate solutions are provided to customers. Attends trainings for product orientation and call handling skills to improve quality of customer service. Provides sales pitch for OOW and OOS products. EDUCATION BS HUMAN RESOURCE MANAGEMENT Capitol University BS SECONDARY EDUCATION - ENGLISH The University of Mindanao - April 2017 - March 2019 ELECTRONICS AND COMMUNICATIONS ENGINEERING The University of Science and Technology of Southern Philippines (formerly Mindanao University of Science and Technology) - Cagayan de Oro city- SECONDARY EDUCATION Opol National Secondary Technical School, Opol Misamis Oriental 2002 - 2006 PRIMARY EDUCATION Igpit Elementary School- East City Central School-