Blacy Ferrera Allado
1048 Lorex Avenue
Gen. T. de Leon, Valenzuela City-
Skype:--
Work
Experience Storm Media Ltd.
Email Support Supervisor/Social Media Manager (March 2017 – Present)
Provide customer support via email.
Run reports on email support agent tickets and provide necessary coaching
Create and manage tickets via Sharepoint
Order verification in Shopify
Manage online shop pages in Facebook.
Broumas Law Group
Virtual Paralegal – (January 2017 – May 2017)
Responsible for keeping files needed for petition. This includes downloading them from google drive/email and converting them to PDF files.
Maintaining files in CRM and making sure that it is up to date
Managing up to 80 client cases that includes constant follow up on documents via mail, phone or SMS to follow up on payment installments.
Preparing documents needed to file clients’ petition and documents to trustees.
Means test computation and Wage garnishment drafting.
Maintaining appointments calendar
Convergys Philippines (February 2011 – September 2016)
Team Lead – (January 2016 – September 2016)
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with company policies and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure timely communication of relevant information and as an open forum for input.
Trainer – (October 2012 – December 2015)
Site Point of Contact (POC) from July 2013 – July 2014
Schedules all classes for new hire, conversion and recursive classes.
Performs admin tasks that include running and tracking billable and non-billable training reports, compiling data for trainer scorecards and read-out deck for managers
Creates training materials for Conversation and Communications Training.
Spearheaded the launch of retention LOB at a different company site.
Facilitates New Hire training and acts as supervisor during transition pod.
Responsible for inventory of equipment needed in training.
Represents the training team during program and client meetings.
Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and quality or transaction monitoring.
Coordinate with the floor team lead in scheduling agents for recursive training to achieve 100% completion.
Conducts supplemental/refresher training for updates, up skilling and agent LOB conversion (Retention)
Advanced Tech Support Professional and SME (November 2011- September 2012)
Provides technical and customer service support to an American satellite TV/Internet provider customers
Facilitates tech discussions to new hire classes
Provides support to existing agents on the production floor whenever necessary.
Teleperformance Philippines
Technical Support Representative – (September 2008 - April 2010)
Provides technical support to offshore customers on printer, scanner, wireless and fax issues.
Assists customers on adjusting/configuring printer settings and color management.
Helps customers determine correct products to use depending on the images they want to print.
Assists customer on setting up their printer wired or wirelessly including adding printer on VPN
Teletech
Technical Support Representative – (November 2007 – May 2008)
Provides technical support to offshore customers on computer hardware for both laptops and desktops
Assists customers in setting up computers to their VPN.
Helps customers from setting up their desktops and laptops out-of-box to installing OS including drivers.
TrainingsProduct training Certification for Professionals; Loyalty/Retention Trainer Certification Training; Leadership Academy training on Coaching the Right Way, Time Management and How Adults Learn; Trainer Academy Certification
