Leonisa Agenar

LEONISA A. AGENAR B36 L18 San Patricio St. Fiesta Communities, Tabun-Pandan Angeles City 2009 Pampanga Contact No.: - Email:- OBJECTIVE A motivated, responsible and adaptable Accountancy graduate seeking a challenging position to meet my competencies, capabilities and skills developed through past work experiences. I have a strong customer-focused approach to work and a drive to see things through for efficient completion. EDUCATION Filamer Christian College, Roxas City, Capiz Bachelor of Science in Accountancy (March 1994) WORK EXPERIENCE Freelance Contractor – Work at Home : Feb. 2012 – Present Data Entry – Amazon, Magento, Big Commerse, Product Reviews, Research Inventory and Website Management Drop Shipping, Order Processing Team Leader: Nov. 24, 2008 – June 2009, Teletech Pampanga, San Fernando, Pampanga Manage 15 Customer Service Associates in achieving client mandated performance requirement, enforces company policies and ensures that work standards set by the company are being met. Oversees the Team’s over-all performance. Leads the agents in achieving commendable performance. Responsible for the monthly review of the agents. Execute production floor supervision and monitoring duties as required to meet hour and program’s objectives. Studies composite reports of agent’s performance for areas of excellence, and makes recommendations for improvement; provides clear and useful feedback to agents and upper management. Gives out educational tools such as remote and side-by-side monitoring, one-on-one coaching, voice files listening, and demo calls to assure maximum improvement of agents. Motivates and counsels agents as necessary. Attend to call calibration. Program Supervisor: Jul. 11, 2007 – June 20, 2008, i-Elev8 Contact Solutions, Taguig In-charge of the education, motivation and evaluation of Call Center Agents which involves training on the product knowledge, call coaching, remote/side-by-side monitoring, demo calls, tape listening among others. Oversees the Team’s over-all performance, which includes Total Sales, Sales Per Hour, Conversion rates, Contacts and Logged-in Hours as key indicators. Leads the agents in achieving client mandated performance requirement, enforces company policies and ensures that work standards set by the company are being met. Execute production floor supervision, campaign management, and monitoring duties as required to meet hour and program objectives for a group of 15 – 20 agents. Responsible for the monthly appraisal of the agents. Assists subordinates in performing duties, provides development and on-going training to agents. Attend to the conference call and mock call sessions with the Account Manager and clients of different programs. Counsels agents when necessary, administers discipline. Assigns duties and examine work exactness, neatness, and in conformance to the policies and procedures. Studies composite reports of agent’s performance for areas of excellence, and makes recommendations for improvement; provides clear and useful feedback to agents and upper management. Provide recommendation for agent who deserves promotion. Act as OIC in the absence of the Operations Manager. Customer Service Associate: Apr. 27, 2005 – June 30, 2006, Ambergris Solutions, Inc., Taguig Responsible for handling customers’ inquiries on application and billing. Process application and payments. Educate customers on policies and procedures of the company, enrollment procedures, billing. Promotes existing and new products that are available and pre-promotion products. Assisting customers on billing issues and other complaints and resolve it at once in accordance with the policies and procedures of the company. Identify, escalate priority issues and route calls to appropriate resource. Act as OIC in the absence of Team Captain. Follow-up customer calls where necessary. Call Center Agent Dec 2001. - May 2002, SVI Connect, Ortigas, Pasig City Responsible for initiating calls under direct supervision to potential customers to sell products and/or provides services, information and/or conducts surveys and collect data. Follow-up on initial contacts. Data Entry and maintenance of customer/potential customer databases. Accounting/Audit Staff: May - Dec. 2001, Electroworld, Makati City Responsible for monitoring and tracking the efficiency and effectiveness of daily inventory movement for all branches. Conduct monthly inventory audit and preparation of reports. Create and administer audit rules and procedures. OFW Desk Assistant: Oct. 1997 - Nov. 1999, Filinvest Land, Inc., San Juan, M.M. Directly report to the International Sales Department Head and Vice President. Manage administrative tasks including scheduling meetings, appointments and arranging travel. Adeptly handle incoming communications and respond to internal requests for information on a timely basis. Handle sensitive and confidential information with discretion. Developed an innovative records management system to process executive travel-related accounting documentation. Assist in development of executive level reports and presentations. Responsible for sales servicing, sales coordination and documentation, customer servicing, accounts handling and monitoring of international sales. Conduct training and seminar for new recruit agents. Meet with individuals, special interest groups and others on behalf of the management to conduct project presentations. Monitor and prepare incentives and recognition of international sales agents. Area Branch Coordinator: Aug. 1996 - Oct. 1997, Filinvest Land, Inc., San Juan, M.M. Handled administration of branches in terms of broker recruitment, sales coordination and supplies management. Review and check documents and reports. Schedule meetings, trainings for new real-estate agents. Coordinate internal meetings by preparing agendas and other written materials. Administrative Assistant: Aug. 1995 - Aug. 1996, Filinvest Land, Inc., San Juan, M.M. Responsible for the fund subsidy management and car loan applications of all brokers and agents. Prepare and manage reports for the management. Quickly and accurately respond to incoming calls. Handle payment for clients’ project tripping. Prepare overtime pay of company drivers for deduction from agent’s and/or brokers’ commission. Administrative Assistant: Mar. - June 1995, Jollibee Foods Corporation, Pasig City Responsible for the petty cash fund, change and meal fund management. Manage and handle daily sales deposit. Prepare daily sales report, office supplies inventory and other accounting related works. Process office supplies request, file permits and other documents. Handle incoming calls.