JOHN PAUL PELICANO
Personal Email:-Skype: live:.cid.d6321d423b2501eb
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SUMMARY: To be part of fast and progressive company that will enhance my knowledge, skills and ability in the field of work.
WORK EXPERIENCE
VirtuallyinCredible
8259 N. Military Trail #1, Palm Beach Gardens, FL 33410
Leasing Line Service VA
July 2020 – Present
Answer inquiries from leads who are interested to rent a property in the US
Pre-qualify leads based on set criteria
Set up appointment for qualified leads
iQor Philippines – Dasmariñas Site 2
3rd Floor Robinsons Place Dasmariñas, Aguinaldo Highway Barangay, Pala-Pala Rd, Dasmariñas, 4114
Team Leader
November 19, 2014 – March 4, 2020
Ensure all agents are achieving all operational metrics by enough coaching and developmental session weekly. We need to ensure that our goals are align with the account goals/target
Plan ahead and prepare all materials prior to daily huddle to ensure smooth daily operation of the team
Be available throughout the duration of shift to provide immediate assistance to all agent queries; take over the call if necessary for CTO (quality) and STO (sales)
Monitor agent behavior to ensure that best practices / techniques are fully utilized
Review and provide feedback daily and weekly performance reports, in-house scoring and training team to identify training needs and ensure that appropriate trainings are provided to the agents
Develop and coach team to realize the potential of individuals and directly improve results. Utilized the Learning on the Fly; Rapid Fire and Hot-laps.
Conduct regular performance reviews and quarterly performance evaluations
Discipline and manage team. Handle issues according to company policy and provisions
Manage attendance and adherence to schedule; ensure that we are able to help daily operational needs – answer rate. Flagged agent’s status at all times
Ensure to communicate all information necessary to daily operational at all times. Stay abreast of the most up to date instruction and update the team with the information
EDUCATION
Cavite State University – Imus Campus
Bachelor of Science in Computer Science-
Undergraduate
SEMINAR AND TRAINING
Peak Performance Qoaching
Team Leader
August 22, 2019 – August 27, 2019
REFERENCE
Available upon request
I hereby certify that the above information is true and correct to the best of my knowledge.
John Paul Pelicano
