Clarissa Botor

CLARISSA RIEGO-BOTOR BLOCK 212 LOT 12 UPPER AZUCENA ST. PEMBO MAKATI CITY MOBILE #:- E-mail Address:--Skype:- Objective​: To be a Team player in a fast-paced and forward thinking Company and be competitive in the field of Customer Relations and Human Relations. Summary of Qualifications: Over fifteen years working experience in Business Process Outsourcing industry and people management, with background in Recruitment, Customer Service, E-commerce, Sales,Telecommunications companies, Quality Assurance, Lead Generation. Vast experience in program implementations, hiring profile creation, building training curriculum, performance management, and financial analysis. All to ensure that the program achieves goals with satisfaction of all stakeholders, including the employees. ASPIRE GEAR Customer Support Manager(October 2017- present) Resolve customer cases Resolve difficult customer support tickets Resolve customer refund request Create SOPs and practice Agile Project Management to further improve Customer experience ● Monitor Customer Support and SMM responses ● Manage Supplier to Shop refunds ● Cover for the shift of the email support specialist if she's not available to report ● ● ● ● ● ● ● ● ● ● ● ● ● to work Help with Ticket overflow Resolve chargeback cases Customer outreach for Social Media Escalated issues Creating of Templated Scripts or Macros Marketing Campaigns and Digital Content Work on specials projects that may need my expertise such as Order fulfillment or listing management Order fulfillment via Dropify and Oberlo CSV order Fulfillment POD Fulfillment EMAPTA Country Manager(January 15, 2017 to October 8, 2020), YLOPO LLC ● ● ● ● ● ● ● ● ● ● ● Sourcing, screening, shortlisting and hiring candidates for various roles locally Manage the entire Recruitment and selection process Develop and implement HR strategies and initiatives aligned with the overall business strategy Bridge management and employee relations by addressing demands, grievances or other issues Support current and future business needs through the development, engagement, motivation and preservation of human capital Manage and Maintain HR System Nurture a positive working environment Oversee and manage a performance appraisal system that drives high performance Manage Payroll and benefits program of Philippines staff Assist in Rewards and Recognition programs for high performers Onboard newly hired contractors Project and Team Manager(October 23, 2017 to January 14, 2018), YLOPO ● ● ● ● ● Build Client websites using Squarespace Manage Branded Sites Team productivity Audit Client Websites, make sure that it’s fully functional and optimized Publish Client Websites Oversee design projects from start to end ● POC of Philippines Operations TASKUS Squad Leader(April 2017 to October 23, 2017), SHOPIFY ● Managed a total of 10 Gurus with blended skill(Email, Calls, Chats) ● Report, analyze and resolve system, customer and operational issues that impact service quality ● Monitor and evaluate Gurus daily, weekly and monthly performance, (using Zendesk and quality assurance applications), review productivity and attendance reports, and Squadmates to improve performance ● Recommends process improvements to both internal and clients ● Conducts final interview to Applicants, if they are culture fit to the Campaign. Supervisor(December 2016 to April 2017), RING ● Meet monthly key client and operational performance set goals for Customer Satisfaction, Quality and Productivity. ● Monitor and evaluate agent daily, weekly and monthly performance, (using Zendesk and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance ● Ensure that customers’ questions and problems are resolved properly and quickly ● Report, analyze and resolve system, customer and operational issues that impact service quality ● Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem solving ● Handles pilot group for any client projects ● Officer-in-charge in escalating account issues (works directly with client/internal team) ● Officer-in-charge in the absence of Operations Manager ● Recommends process improvements to both internal and clients Supervisor(April 2016 to November 2016), Mercari ● Meet monthly key client and operational performance set goals for, Productivity, Quality and Attendance ○ ● Monitor and evaluate agent daily, weekly and monthly performance, (using Zendesk and quality assurance applications)i review Productivity and Attendance reports, and coach staff members to improve performance ● Ensure that customers’ questions and problems are resolved properly and quickly ● Report, analyze and resolve system, customer and operational issues that impact service quality ● Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem solving ● Responsible for handling Operations Call/Weekly Business Review with the Clients ● Point of contact for Call Calibration in Operation ● Managing the queue which includes SLA of no more than 24 hour for new Tickets and 12 hours for P2 Tickets ● Involved in Staffing, Forecast and Scheduling ● Conducts final interview for applicants. SYKES MARKETING SERVICES INC Team Leader (May 2013 to April 2016 ), Virgin Mobile Canada Postpaid Full Skill ● Responsible for the management of all activities that are part of the production floor with approximately 120 employees ● Meet monthly key client and operational performance set goals for Save Percentage, customer satisfaction, quality, productivity and key performance metric ● Monitor and evaluate agent daily, weekly and monthly performance, including ● ● ● ● ● ● ● ● ● ● call and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance Ensure that customers’ questions and problems are resolved properly and quickly Report, analyze and resolve system, customer and operational issues that impact service quality Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate Responsible for handling Operations Call/Weekly Business Review with the Clients problem solving Managing the queue which includes daily and 15 minutes Interval headcount requirements for the entire program Conducts Training with New Classes should there be a shortage for Trainers Operations Subject-Matter Expert Handles up-trainings Responsible for reporting daily Performance directly to the client. Reporting any issues incurred within the LOB. Reports action plan and projected staffing throughout the week to ensure we meet the required target set by the client on a daily basis. This includes CSAT, AHT and FTE per interval. Conducts final interview for applica​nts Team Leader(November 2012 to April 2013 ), Virgin Mobile Canada Postpaid Billing ● Acts as the primary point of contact to customers having postpaid cellular service concerns ● Assist and resolve customers concerns/inquiries via phone interactions, ​process bill payments, deal with billing concerns (Bill disputes, Bill explanation/inquiries ● Handled 20 – 25 members and closely monitor their overall performance – attendance adherence, performance and quality ● Managed 2 split skills and ensure productivity for all LOBs Team Leader(September-),​ Virgin Mobile Canada Prepaid Leads by Example. Monitor, Identify and resolve Performance /Behavior/Attendance Issues. Uses Leads prescribed performance management Techniques. Writes and delivers Monthly, Quarterly and Annual Performance appraisals. Provides solutions and deals with Escalated Complaints. Coach Team members on their Performance on a Regular Basis. Consistently monitors Team to proactively Identify potential problems. Meet or exceed all deadlines for reporting. Conducts Audits and ensures compliance with the Operating System. Ensures a Customer Service Focus with advisors and their Direct Reports. Attend Internal calibrations, conducts and tracks full monitoring with their respective Team, ensures Validity and follow through of the real time monitors, ensures follow through of development plans(Team Ownership) through folder audits, manages Team Performance, creates DCP and Weekly PEP report. Develop Staff Potential. ICT Marketing Services of the Philippines T ​ eam Coach/Associate Team Leader (March -August 2009),​ ​Virgin Mobile Prepaid Email Team Manages a Team of 5-8 Reps, Responsible for the Team’s Overall performance. Tasked as a Productivity Assurance Coordinator, evaluates required Key Metric performance of the Team, compute monthly bonus of Team members, handle Complex/escalated calls, Daily/Weekly/Monthly CSR monitoring & QA Calibration, facilitate coaching/counseling Sessions, made Regularizations/Quarterly performance appraisals, issue warnings/memos/notifications, mentoring C ​ ustomer Service Representative (December 2008-February 2009,)Virgin Mobile Canada Prepaid Assist Customer’s Queries about their account, activate Customers phone, process suspension and deactivation upon customers request. Troubleshoot customers phone/account, provide thorough and excellent customer service at all times ​ ustomer Service Representative(June 2007- November 2008), Orders C Processing Team(VTECH, AT&T) Handles Inbound calls for Order Processing, Tracking, provide accurate product Information to customer Inquiries. Up-sell/Cross sell product that match Customer’s need, perform other tasks that are incidental to duties, or those required, or entrusted by Superiors. ​Customer Service Representative​(​August 2005-June 2007)- Tech Support(VTECH, AT&T) Troubleshoot Customer’s Cordless Telephones, answering customer’s questions about VTECH and AT&T products, escalating cases that require additional attention to reach resolution, provide thorough and excellent customer service at all times. TELUS(Formerly Ambergris Solutions INC) ​Customer Service Representative(October 2004-July 2005)- Inbound Sales Associate(Dell E &A) Answer calls and provide the required information by resolving queries. This task is performed by following standards of the company and maintaining premium quality of services. Coordinate with the clients, try to know their concerns by avoiding any interruption in conversation, etc. Facilitate sales of all products and services according to the client's needs SEMINARS/TRAINING ATTENDED Internship Attended as facilitated by Different ICT Operations Leaders ● Fundamentals of Leadership Sykes Marketing Services Inc. December 16, 2011 ● Sykes Quality Monitoring Sykes Marketing Services Inc. March 13, 2012 ● Time Management Sykes Marketing Services Inc. July 12, 2013 ● Leadership for Results Sykes Marketing Services Inc. March 29, 2014 ● ● ● ● Sykes Continuous Improvement training Stellar Coaching Coach the Coach training Coach for the win Art of Coaching Taskus March 31, 2017 ● Business Analysis-Udemy ● Education - Dr. Carlos Lanting College Bachelor of Science in Nursing - Centro Escolar University Doctor Of Dental Medicine - St. Bridgets School Highschool Diploma - Holy Angels Montessori School Elementary Diploma Character References I Hereby Certify that the above information is true and correct to my knowledge and Belief. ____________________ Clarissa R. Botor