Honey Mae Cabatingan

OBJECTIVE To be able to provide excellent and accurate service to my client and to be able to share my knowledge and experience with the company. EXPERIENCE Rocket Station | Virtual Assistant ● ● ● ● Real Estate Cold Caller and Appointment Setter ○ Follow a script-driven call flow and handle questions and objections ○ Gauge seller motivation ○ Input data into a Podio (CRM) form Real Estate Admin Assistant and Transaction Coordination ○ Source leads and perform skip tracing ○ Complete property research and Comparative Market Analysis (Comparables) ○ Create basic spreadsheets using Google Sheets Basic Social Media Admin ○ Set up accounts for Facebook, Twitter, Instagram, and LinkedIn ○ Create and post content with and without Hootsuite ○ Basic graphic design using Canva Property Management ○ Leasing overview ○ Maintenance work orders overview ○ Address general inquiries and coordinate transactions via phone and email MH Blossom Online ESL | ESL Teacher and Manager ● ● ● ● ● ● ● [ December 2018 - February 2021 ] Established, created and initiated online ESL school to develop non-native speakers to the English Language Conducted classes to students for English Language Coordinated with other teachers for the progress reports, daily time record and overall performance/feedback for the students Processed daily time records and payroll of the Teachers Conducted weekly meeting for the Teachers to ensure that all are on the same page when it comes to the rules and regulations of the school FWD BPO | Sales Team Leader ● [ February 2021 - Present ] [ June 2018 – December 2018 ] Initiated, facilitated, and implemented processes to better maximize company resources and revenues Developed, created & implemented organization procedurals & process flows Managed daily operational routines by monitoring staffing forecasts and generating time utilization reports on a normal basis to ensure overall schedule efficiency, with service levels at its optimum ● ● ● ● Supervised and positively directed the agent and/or team’s overall performance in order to conform and exceed client-established standards for Quality, Schedule Compliance & Productivity, and Average Handling Time (AHT) Conducted regular Coaching and Feedback Sessions with immediate/direct reports to reinforce / redirect performance aspects that affect their performance Served a developmental role in communicating any pertinent information with the Human Resources Department, which by nature, significantly embodies employee compensation, benefits and well-being Worked with immediate Manager in meeting Operational goals Inkgagements|Sales Order Manager ● ● ● ● ● ● Managed Sales Team in generating more sales and attracting more clients through competitive online pricing of promotional products Initiated, facilitated, and implemented processes to better maximize company resources and revenues through a correlative analysis of the company’s KPIs and other impacting factors Developed, created & implemented organization procedurals & process flows Supervised and positively directed sales and customer care agents and/or team’s overall performance in order to conform and exceed client-established standards for Revenue/Sales, Quality, Customer Care Experience and Average Handling Time (AHT) Conducted regular Coaching and Feedback Sessions with immediate/direct reports to reinforce / redirect performance aspects that affect their performance Worked with CEO to ensure that all KPIs are met Cebu Mopro Philippines | Performance Manager ● ● ● ● ● ● ● ● ● ● [ May 2017 – December 2017 ] Managed Sales Team in generating more leads to be evenly distributed to the dedicated Program Managers Initiated, facilitated, and implemented processes to better maximize company resources and revenues through a correlative analysis of the company’s KPIs and other impacting factors Supervised and positively directed sales and customer care agents and/or team’s overall performance in order to conform and exceed client-established standards for Revenue/Sales, Quality, Customer Care Experience and Average Handling Time (AHT) Conducted regular Coaching and Feedback Sessions with immediate/direct reports to reinforce / redirect performance aspects that affect their performance Took highly escalated calls and maintained retention by ensuring requests and demands by the clients are being taken care of Coordinated with the rest of the department to maximize results and provide excellent result Worked with immediate Manager in meeting Operational goals Xerox Business Solutions, Phils | Customer Care Supervisor ● [ January 2018 – May 2018 ] [ September 2015 – April 2017 ] Initiated, facilitated, and implemented processes to better maximize company resources and revenues through a correlative analysis of the company’s Performance Maximization (PMAX) Model and other impacting factors Developed, created & implemented organization procedurals & process flows Managed daily operational routines by monitoring staffing forecasts and generating time utilization reports on a normal basis to ensure overall schedule efficiency, with service levels at its optimum Supervised and positively directed sales and customer care agents and/or team’s overall performance in order to conform and exceed client-established standards for Revenue/Sales, Quality, Customer Care Experience and Average Handling Time (AHT) MH Blossom Online ESL | ESL Teacher and Manager ● ● ● ● Established, created and initiated online ESL school to develop non-native speakers to the English Language Coordinated with other teachers for the progress reports, daily time record and overall performance/feedback for the students Processed daily time records and payroll of the Teachers Conducted weekly meeting for the Teachers to ensure that all are on the same page when it comes to the rules and regulations of the school Lexmark Research & Development | Regional Account Manager ● ● ● ● ● ● ● ● ● ● ● ● ● ● [ January 2015 - September 2015 ] [ August 2014 – January 2015 ] Managed Business Partners and increased relevance to achieve growth within each Partner Identified and qualified new Partners that can significantly contribute towards Company’s objectives Managed the achievement of objectives per strategic Partner Engaged with Partner’s sales force to increase Company’s mindshare through consistent messaging and demonstration of Company’s value propositions Aligned Company’s offers and demonstrated the benefits (both Partner and Customer) of Company’s products, services and solutions Understood competitive environment in designated partners and develop a plan to ensure increased Company presence Maintained regular contact with the Partner Executive Management Team to promote alignment of core strategic goals between the Company and the Partner Developed and maintained a full year business plan clearly defining opportunities Provided accurate and consistent Partner information, inventory and financial forecasting information via Company’s system and engaged Company’s sales and technical resources to assist Partner with end user opportunities Realized business opportunities through assessing customer requirements, consulting on company offerings and managing their needs and expectations by collaborating with and leading a virtual team of Hardware, Software, Services and Industry Consultant on complex sales, and being able to initiate Solution conversations and programs within the territory Coordinated with necessary resources across the Company to uncover leads and progress the opportunities and to deliver all outcomes for the territory Challenged and involved in the strategic business planning process of the Customers Contributed to the Company sales planning process by being diligent on forecast, activity planning, sales initiatives, Territory and account planning, opportunity planning, delivering to quarterly commitments, and actively driving and growing the number of new acquisition accounts that need to be won Identified and brought to successful closure new services and solutions revenue opportunities within the sales territory ePerformax Contact Centers and BPO [ April 2011 – August 2014 ] Operations Supervisor ● ● Initiated, facilitated, and implemented processes to better maximize company resources and revenues through a correlative analysis of the company’s Performance Maximization (PMAX) Model and other impacting factors. Monitored over-all site production focusing on Real-Time Management for both business and intraday performance which covers Workforce Optimization, Service Strategizing, Planning, and Implementation. ● ● ● ● ● ● ● ● ● ● Improved program revenues and reduce program costs through meeting and/or exceeding the set contribution margin through increased billable hours and reasonable program expenditures. Developed, enforced & implemented organization procedurals & process flows. Defined/constructed ambiguity regarding policy guidelines through calibration/communicating with other departments regarding company/program policies. Managed daily operational routines by monitoring staffing forecasts and generating time utilization reports on a normal basis to ensure overall schedule efficiency, with service levels at its optimum. Supervised and positively directed the site’s overall performance in order to conform and exceed client-established standards for Quality, Schedule Compliance & Productivity, and Average Handling Time (AHT). Conducted regular Coaching and Feedback Sessions with immediate/direct reports to monitor, reinforce / redirect performance aspects that affect their teams & the site’s performance. Served a developmental role in communicating any pertinent information with the Human Resources Department, which by nature, significantly embodies employee compensation, benefits and well-being. Delegated tasks to Team Leads and Work Force Analysts to maintain and deliver adequate floor support, ensure site is performing within metrics/intervals and deliver accurate reports in a timely manner. Controlled, Accounted, and Maintained logistical program requirements to fully maximize utilization of resources. Managed and Mentored Team Leads in Training by equipping them with Operational Processes and Procedures in making sure that they deliver exceptional services to the Employees, Company and Clients. Team Leader ● ● ● ● ● ● ● ● Initiated, facilitated, and implemented processes to better maximize company resources and revenues through a correlative analysis of the company’s Performance Maximization (PMAX) Model and other impacting factors Developed, created & implemented organization procedurals & process flows Managed daily operational routines by monitoring staffing forecasts and generating time utilization reports on a normal basis to ensure overall schedule efficiency, with service levels at its optimum Supervised and positively directed the agent and/or team’s overall performance in order to conform and exceed client-established standards for Quality, Schedule Compliance & Productivity, and Average Handling Time (AHT) Conducted regular Coaching and Feedback Sessions with immediate/direct reports to reinforce / redirect performance aspects that affect their performance Served a developmental role in communicating any pertinent information with the Human Resources Department, which by nature, significantly embodies employee compensation, benefits and well-being Delegated tasks to Team Leads to maintain and deliver adequate floor support Worked with immediate Supervisor in meeting Operational goals Convergys Phil. Incorporated [ May 2009 – April 2011 ] Manager On Duty – Real Time Monitoring ● ● ● Managed daily operational routines by monitoring staffing forecasts and generating time utilization reports on a normal basis to ensure overall schedule efficiency, with service levels at its optimum Worked on Staffing and Scheduling in a weekly basis Flagged agents in real time basis making sure client-established standards are met Floor Support ● ● ● ● ● Handled and managed a team composed of 20 agents Managed daily operational routines by monitoring staffing forecasts and generating time utilization reports on a normal basis to ensure overall schedule efficiency, with service levels at its optimum Conducted regular Coaching and Feedback Sessions with immediate/direct reports to monitor, reinforce / redirect performance aspects that affect their teams & the site’s performance Worked on Staffing and Scheduling in a weekly basis Flagged agents in real time basis making sure client-established standards are met Customer Service Representative ● ● ● ● Rendered a wide scope of support for clients ranging from General Customer Service, Sales and Technical Support for system-related concerns Provided clients with an effective and highly comprehensive line of troubleshooting methods to gain resolution on varied product-specific issues Dealt with customer - client related agenda in a generally objective and sophisticated approach which simultaneously satisfies both the established standards and expected outcome #1 Rank agent for 4 consecutive months prior to being trained for Floor Support Position EDUCATION College [ 2004 - 2009 ] University of Cebu-Banilad Campus Bachelor of Science in Nursing Secondary level La Consolacion College SKILLS ● ● ● ● ● ● ● ● ● ● ● ● ● Real estate principles Phone and email handling Research Capable of working under time pressure Able to read, write and verbally communicate in English Decision making Proficient in Microsoft Office including Excel and PowerPoint. Experience with the following Real Estate skills: - CRM Systems: Podio, - Leads Sourcing (Real Estate Agent and For Sale by Owner) - Skip Tracing - Appointment Setting - Seller Lead Management - Comparables - Property Management - Social Media Management TIER/IETR/COACH Training Certified IELTS Teacher Business Management Teacher Certified Coaching Bootcamp Customer Service [ 2000 - 2004 ] ● ● ● ● ● ● ● ● ● ● Sales Data Entry Cold Calling Lead Generation Business Management Staffing and Scheduling Management Forecasting Real Time Monitoring Call listening, monitoring and evaluating Web development TOOLS MS Word / Google Docs MS Excel / Google Sheets MS PowerPoint / Google Slides Google Drive Zoom Phones Facebook Instagram Twitter LinkedIn Podio CRM Salesforce Omni Channel - CRM Podio - CRM Nice Recording System - CRM Oracle - CRM Avaya Softphone Cisco IP Communicator Kronos Time and Attendance System Skype 1 Poor 2 Fair 3 Good X X X X X X X X 4 Very Good X X X X X X X X X X 5 Advanced