Dean Narvaez

DEAN PAULO C. NARVAEZ Email:-/ Mobile: - Celia St. Panginay - Balagtas, Bulacan CAREER BACKGROUND: A well experienced Senior Customer Service and Sales Manager with 9 years of progressive and consistent Supervisory experience within the BPO / Contact Center Industry with specific expertise in Office Administration, Team/People Handling, Career Development, Client Management and Process Implementation. A very strong motivator, an effective leader and, team player equipped with excellent communication skills, decision making, problem solving and interpersonal skills combined with a corporate focus and result driven attitude who is looking to be a part of a lucrative and dynamic organization that will fully utilize my abilities and further develop my knowledge and experience. SKILLS AND QUALIFICATIONS: Solid and Progressive Managerial / People Management experience Advanced Level Skills on commonly used Office Applications, Programs, and System Tools Excellent English Communication Skills – Oral and Written Well experienced in both Inbound and Outbound Advance skills in Graphic Design WORK EXPERIENCE: 2015 – 2016 NORTH STAR PROPERTY SOLUTIONS LLC Aug – DecAcquisitions Manager / Graphic Design and Marketing Created original and fully customized vectors/images and marketing material used to advertise the business Successfully generated and captured leads/clients, viewers and followers through Social Media Initiated and setup an Automated Lead Capture process using Craigslist by receiving email notifications on any new and fresh postings that matched the Criteria set Successfully built and consistently updated Buyers List 2015 – 2016 MYOUTDESK INC. – IVAS (INVESTOR VIRTUAL ASSISTANT SERVICES) Sept – July Client Business Success Coach Promoted within Training Managed Clients and VA’s expectations ensuring a harmonious working relationship by providing support and consistent follow-ups/check in’s with both Monitored and Managed the Processes and Procedures for Operation and helped with implementation Initiated and setup an Automated Lead Capture process using Craigslist by receiving email notifications on any new and fresh postings that matched the Criteria set Handled day to day Production ensuring all Client and VA concerns are addressed immediately 2014 - 2015MR. FINANCIAL REAL ESTATE / TEAM CREDIT SOLUTIONS July – SeptOperations Manager Successfully managed and monitored production Developed and enhanced the Company’s Branding and Identity, improved Logo, created templates and business documents Created and updated all Marketing Ads and Tools 2014 - 2014QBE INSURANCE Jan - JulySenior Claims Team Manager Top performing team for 2 consecutive months Consistently hitting targets Responsible for managing front-line operations and administrative functions for claims officer, including setting up processes and controls for accessing policy information and processing claims Delivered first quality training and support to internal staff to encourage professional development and service excellence Main contact person for our onshore counter parts from different departments 2008 – 2013ADITYA BIRLA MINACS | BPO / CONTACT CENTER June – Oct Senior Team Manager Developed, trained and implemented the outbound calling script Managed team and individual performance metrics specified by the client Facilitated and created training modules to assist bottom quartile performers by determining their areas of improvement Organized Client Listening Sessions to showcase our present standings, achieved success and on-going struggles if any Developed a Recognition Program building morale and appreciation to our Top Performers and motivate the others to perform. Conducted daily, weekly and monthly performance evaluations during general and individual coaching sessions Developed the methodology and implementation of the Mentor and Mentee program designed for Career Development with Top Performing agents and improve overall performance by consistent guidance to the low performers Facilitated training classes to improve English Pronunciation and Grammar 2007 – 2008 THE RESOURCE GROUP Aug – June Senior Team Manager Responsible for managing over all team production and quality to meet both internal and external targets Provides daily reports summarizing daily, weekly and monthly achieved targets and on-going struggles with an action plan to rectify. Facilitated training classes to improve English Pronunciation and Grammar ATTAINED EDUCATION: College:Cal State Fullerton - Bachelor’s Degree in Marketing High School: John A. Rowland Blue Ribbon High Jr High School: Alvarado Intermediate Elementary: Blandford Elementary PROFESSIONAL DEVELOPMENT Management Training I, II, III – Facilitated by Ken Hahn (The Resource Group)2006 Stepping up to Management – BPA/P Harvard School of Business2009 OnTrac Star Certification Program2010 Conventional Real Estate and Real Estate Investment Training 2015