Lovely Dee Agaton Sumayang

Lovely Dee Agaton-Sumayang Team Leader at myLab Box (- |-| 39 years old | Cebu City, Central Visayas Experience I love managing and working with people, helping my agents grow and become the best version of themselves. I have 4.75 years of experience managing 30-40 customer service representatives. I coached, trained, reviewed call recordings, helped agents come up with a game plan on how to approach their customers and conduct final interview for operations for agents and Subject Matter Experts. Motivating associates through effective management, career development and implementation of reporting mechanisms. 14 years of sales, appointment setting and customer service experience combined. 10 years of up-selling and retaining customers. 4 years of outbound calling, 70% B2C and 30% B2B. 2 years of appointment setting for real estate investor in Florida. Previous Team Leader, Office Manager, Outbound caller, Customer Success Manager, Outbound cold caller and appointment setter, Freelancer and customer service representative Education St. Scholastica's College Of Health And Sciences Bachelor's, Nursing (2006) Experience March 2021-present Customer Service Team Lead my Lab Box -Responsible for motivating and inspiring each representative to surpass their potential as much as possible. Responsible for resolving issues within the Team. Responsible for recruiting and doing the initial interview for customer service agents. Responsible for meeting the departmental objectives including conversion targets and drives Productivity. Monitor queue and track calls,chat and emails. Keep representative aware of their day to day targets. Responsible for creating a nice working environment and accountability within the employees. Ensures continuous improvement of the entire team on a day-to-day basis. Responsible for handling escalated calls, complaints, questions and queries as necessary. Review the past week's events, including statistics, results and industry news. Disseminate new product information to the agents. Discuss a point-of-interest topic for the representative. Perform at least 5 monitoring evaluation with each representative every week Spend 30 minutes to one hour monitoring the agent. Spend 20 to 30 minutes reviewing the individual performance with the representative. Use a formal monitoring checklist. Keep track of attendance, daily statistics, paid time off, sick time, etc. Ensure administrative bookkeeping is accurate. Create and maintain files on each agent as they relate to attendance, production, and reviews. Ensures that each representative follows their schedules properly as designed. Present each week a breakdown of the next week's monitoring assignments and a plan for the team. Create a forecast describing the things each agent will be focused upon. Create a detailed plan of the way in which you plan to impact your team's day-by-day performance Divide the team into three groups (top, middle and bottom) Spend 10 hours per week taking calls,emails and chat to understand what the organization is facing. Administer training programs for new hires and existing staff. Work with management on refining and scheduling appropriate training sessions. Develop training documents that support call center operations. Produce performance reviews as established by the Manager. October 2020 - July 2021 Dispatcher Freelancer Service Today Australia -Answer phone calls (sales and customer service) -Provide potential customers with a variety of services and appointment scheduling. -Schedule bookings with the drive and motivation to close the sale. -Provide customer service to existing customers (scheduling, rescheduling, cancellations, following-up, escalation.). -Respond to leads that come in by chat. -Effectively communicate with Plumbers, Heating and cooling technician, and electricians out in the field. -Adhere to company policies and procedures with customers and able to improvise when needed. Virtual assistant for a cleaning company in California August 2020 – January 2021 Freelancer -Answer phone calls (sales and customer service) -Provide potential customers with a variety of services and appointment scheduling. -Schedule bookings with the drive and motivation to close the sale. -Provide customer service to existing customers (scheduling, rescheduling, cancellations, following-up, etc.). -Assign bookings to available cleaning teams in our system. -Send reminders to cleaning teams to update schedule, check-in, turn in their checklists, etc. -Respond to leads that come in by email, and Yelp -Effectively communicate with cleaning crews out in the field. -Adhere to company policies and procedures with customers and able to improvise when needed. Office Manager for a cleaning company in Texas December 2019- July 2020 Freelancer -Answer phone calls (sales and customer service) -Provide potential customers with a variety of services and appointment scheduling. -Schedule bookings with the drive and motivation to close the sale. -Provide customer service to existing customers (scheduling, rescheduling, cancellations, complaints, following-up, etc.). -Assign bookings to available cleaning teams in our system. -Send reminders to cleaning teams to update schedule, check-in, turn in their checklists, etc. -Respond to leads that come in by email, live chat, and Yelp -Effectively communicate with company management via Front, Slack, etc. -Effectively communicate with cleaning crews out in the field. -Adhere to company policies and procedures with customers and able to improvise when needed. Nov 2019-June 2020 Aug 2019-Sept 2019 Investment Coordinator Freelancer Part time Upwork Responsible for speaking to potential sellers as well as introductory conversations with investors' over the phone, nurturing relationships and converting leads.From there, basic account follow-ups and soft touches to the account. Professional Cold Calling - Sales Caller and Closer for Online Training Company Freelancer Part time Upwork Sell training programs on Learning Management System. The company has about 100 stock online training courses. They provide state and federally required compliance courses as well as trainings in safety, new hire processes and procedures, human resources, sexual harassment, etc.. Outbound Sales Specialist June 2018-July 2019 Freelancer Part time Upwork Connect with prospects, send some literature and follow up. Customer Success Manager June 2018-April 2019 Freelancer Part time ● Solve 75% of customer service issues on 1st attempts Maintain Net Promoter Score (NPS) above 70 Communicate with client, vendors, and colleagues via email, chat (including skype, and phone to resolve issues and to process orders. Respond to all inquiries within 6 hours. Receive at least 5 5 star reviews every month Virtual assistant in Upwork March 2018 – Jan 2019 Freelancer Part time ● Assist with the email, phone support and customer service from US, CA,AU,UK and NZ. Virtual assistant in Upwork April 2018-October 2018 Jan 2018 – May 2018 Freelancer Part time ● Call local fertility clinics to gather cost info for egg fertilization. ● Research the most cost effective procedures. ● Research if they take insurance, cards or accept payment plans. Freelancer in Upwork Storage Plus Part time ● Providing quotes to leads, closing deals, setting appointments. Service Delivery Ops Senior Analyst May 2017 - April 2018 Accenture ● Responsible for managing a team of associates. ● Conduct final interview for operations for agents and Subject Matter Experts. ● Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinate escalations, and assess customer’s needs. ● Motivating associates through effective management, career development and implementation of reporting mechanisms. ● Liaison with other areas of the company affecting technical support. ● One on one Relationship management. ● Analysis of reports including process dashboards and team performance reports. ● Initiate appropriate action plans and training's Team Leader September 2015-May 2017 Wipro ● ● ● ● ● ● ● ● Responsible for managing a team of associates. Conduct final interviews for operations for agents and Subject Matter Experts. Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinate escalations, and assess customer’s needs. Motivating associates through effective management, career development and implementation of reporting mechanisms. Liaison with other areas of the company affecting technical support. One on one Relationship management. Analysis of reports including process dashboards and team performance reports. Initiate appropriate action plans and training. Team Leader Dec 2013-Sept 2015 Aegis People Support Financial Account ● Serves as mentors and coaches to the reps on the floor and act as a first point of escalation for client specific issues. Serves as a backup point of escalation when Subject Matter Experts are not available. ● Maintain a high level of proficiency with regards to client’s services, policies and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client specific information. Provide clarifications and guidance to enhance client specific understanding. ● supervise all agents within the team ● Monitor the agents on the floor ● Provide weekly specific performance feedback ● Work with agents to achieve development objectives and performance targets. Team Leader May 2013-Dec 2013 Taking You Forward ● ● ● ● ● ● ● Motivate and inspire the team to go beyond their potential. Improving the team and facilitating the communication among the members of the team. Meeting and exceeding departmental objectives including targets. Creating sense of ownership within the employees and resolving employees issue if any. Monitoring, organizing and coaching the team on a day-to day basis. Ensuring that the employees should follow their team schedule as it should be. Striving for new ways to continually boost performance and or productivity and provide opportunities for growth. Handling escalated request, complaints, questions, and queries as necessary. Floor support, management by walking and providing a positive environment for agents to close a sale. Handle the queue when necessary. Ensure that the fresh sales from agents are handled and assisted. Review and assist customer escalated calls from sales; billing and technical department. Take in calls to save complaints against agents. Monitor the queue. ● ● ● ● ● ● ● Oct 2009 – May 2013 Sales and Customer Service Convergys ● Interact with customers to provide information in response to inquires about products and services ● Identify, research, and resolve customer issues ● Research misapplied payments. ● Recognize, document and alert the supervisor of trends in customer calls. ● Upsell products and services. ● Respond to customer inquiries and problems by providing ● November 16 2007 - Oct 2009 Financial adviser(Customer Service Representative) Eperformax contact center ● ● ● ● ● ● ● May 5 2006 – July 31 information or directing requests to others who can supply the necessary information or service Other duties as assigned. Expected to provide superior customer service Identify, research, and resolve customer issues Follow-up on customer inquiries not immediately resolved. Research billing issues. Research misapplied payments. Upsell products and services. Do balance transfers. Project Coordinator 2007 ( Toplis Solution ● Dealing with project related inquiries and activities ● Proactively coordinating projects and acting as the central point of contact for the project team including clients, facilitators and project assistants. ● Actively managing project contracts, finances and personnel to ensure projects are delivered within time and budget. ● Managing project assistance in their day to day work. ● Respond to customer requests, answers questions, and handle customer problems in a direct manner, treating the customer with dignity and a positive attitude ● Refer customer complaints and problems immediately ● Monitoring, organizing and coaching the team on a day-to day basis. ● Ensuring that the employees should follow their team schedule as it should be. ● Striving for new ways to continually boost performance and or ● productivity and provide opportunities for growth. Handling escalated request, complaints, questions, and queries as necessary. Education 2006 St. Scholastica's College Of Health And Sciences Bachelor's/College Degree in Nursing | Philippines Associate in Health And Sciences Education