Hazel Andrea Austria

PROFILE I have been a professional Quality Analyst Manager with over 5 years of experience in the Business Process Outsourcing Industry catering to a diverse set of clients and different lines of businesses . My professional career involved years of providing quality customer service and loyalty by mentoring a team of skilled individuals to target client goals, creative problem solving and developing new business strategies. EXPERIENCE SOCIAL MEDIA MANAGER FEEDBACKWHIZ | APR 2018- PROJECT BASED HAZEL ANDREA AUSTRIA Orchestrate multi- channel promotions through Facebook, Instagram and Youtube for FeedBackWhiz, a Silicon Valley start-up company. Monitor, manage and moderate the social media page of Feedbackwhiz. Encourage interaction among members and help grow the business by increasing the social media group follower base AMAZON BUSINESS SUPPORT EXPERT MARKETS ELITE | APR 2018- PROJECT BASED CONTACT MOBILE: - E-MAIL/SKYPE:- Write Product and Bullet Descriptions of different apparels following Amazon Guidelines Responsible for Uploading the Listings through Vendor Central Processed and Monitored Tickets concerning Listing Guidelines and Format. SOCIAL MEDIA MANAGER/ VIRTUAL ASSISTANT HOUSTONHOMESPECIALS TX | JAN 2018- APR 2018 Build and drive traffic to all Houston Home Specials' Facebook Pages Respond to Chat and E-mail inquiries from prospective Home buyers and sellers. Make and Receive Calls from Prospects and Leads Responsible for Creating Ad Campaigns and Posting these to Social Media Platforms Designed Newsletters and E-mail Campaigns sent out to clients on a weekly basis. QUALITY MANAGER CONVERGYS INC. | JAN 2014 - DEC 2017 Mentored a team of quality reviewers ensuring that they are aligned with the business' quality standards and have the ability to provide constructive, non- biased observations when reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses. Facilitated calibration/group sessions regarding the quality program. Responsible for analyzing service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Provided structured and timely recommendations; verbal and/or written feedback derived from trend analysis and identifying behavioral gaps and patterns. Developed and conducted targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Collaborated with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience TRANSITION TEAM LEAD CONVERGYS INC. | SEPT 2013 - JAN 2014 Overall In-charge of the mini-teams headed by the transition coaches during the nesting period Served as a bridge between the Transition supervisor and transition coaches keeping the latter always informed about new policies and procedures with the nesting period. Conducted triads and provide real- time feedback amongst transition coaches with successes and areas of opportunities Facilitated Real-time monitoring of agents' call handling and call behaviors and reported observation to the Transition Supervisor. TRANSITION COACH CONVERGYS INC. | JAN 2013-SEPT 2013 Supervised new hired agents in their first 2 weeks on the production floor by taking escalated calls and providing real time feedback and coaching. Provided agent assessment and endorsement to probationary status. CUSTOMER SERVICE REPRESENTATIVE CONVERGYS INC. | JUL 2012-JAN 2013 Frontline employee in one of the leading satellite service providers in the United States handling general inquiries in billing, promotions and account maintenance. EDUCATION BACHELOR OF SCIENCE, MAJOR IN TOURISM MANAGEMENT UNIVERSITY OF THE CORDILLERAS |- SKILLS Knowledgeable with MS Office( MS Word, Powerpoint, MS Excel) Familiar with Google Sheets Familier with Scheduling Tools such as Trello and Asana Creation of Ad Campaigns through Canva Managing Outlook E-mail and Calendar Familiar with different Coaching Models Creating E-mail Templates Proofreading Well- Versed with Amazon TOS and Vendor/ Seller Central