Maree Joi Paras

Maree Joi M. Paras SALES CONSULTANT, RECRUITMENT SPECIALIST & CUSTOMER SERVICE EXPERT Get in touch with me Areas of Expertise Mobile #: - Address: Lipa City, Batangas, Philippines Email:-Skype:-LinkedIn: https://www.linkedin.com/in/mareejoiparas/ Blogs: http://conversationswithjoi.wordpress.com http://thekaleidoscopeworldofgeeks.wordpress.com Recruitment Customer service Quality assurance Content writing Team management Blogging Team leadership Client relationships Online English teaching Education East Asia College of Information Technology (FEU Manila) BS Computer and Information Science major in Systems and Software Englineering- Distinction for Second Honors 2nd Term- Tools & Software MS Office, Google Suite, MS Outlook, Windows OS and Mac OS Browsers: Google Chrome, Mozilla Firefox, Safari, Internet Explorer Project Management: Trello, Basecamp Communication: Slack, Skype, Zoom, QQ, WhatsApp, Viber, Intercom, Telegram, Signal, Tandem Others: SpiderMonkey, Wordpress, Blogspot, Acuity, Active Campaign, LastPass, Google Calendar, Canva Social Media: Facebook, Twitter, Instagram, Pinterest, Reddit E-Commerce: Shopify, Celery, BackertKit, Stripe, Kickstarter Recruitment: JazzHR, GoHire, Freshteam, MyInterview, LinkedIn Recruiter Training Completed Sykes Quality Monitoring Training – March 13-15, 2007 Sykes Continuous Improvement Training (RCA) – May 8-10, 2007 Sykes PMP Workshop – January 28, 2010 Sykes Disciplinary Management – February 5, 2010 Fundamentals of Leadership – January 26, 2010 Sykes Performance Coaching – April 4, 2010 Time Management – January 24, 2010 Situational Leadership (Performance Readiness) – February 19, 2010 ICMI: Call Center Essentials – Match 26, 2010 Aspire Tool – February 16, 2010 Sykes SOE (Site of Excellence) – February 16, 2010 51Talk Level 1 Training – January 2016 51Talk Level 2 Training – February 2016 51Talk Young Learners Specialist Training – February 2016 51Talk New Concept English Training – April 2016 Introduction to Graphic Design – Shaw Academy May 2017 Facebook Ads and Marketing – Udemy May 2017 Cambridge Assessment English: Teaching English Online - 2018 TEFL Certification-International Open AcademyOctober 2019 Six Sigma White Belt Certification | Aveta Institute 2020 Six Sigma Principles | Coursera - 2020 Work Experience Recruitment Manager Growth Consultant Grow My Team | December 2018-July 2021 Grow My Team | August 2021-present Source for candidates via LinkedIn, Facebook and other platforms Process applications in JazzHR and GoHire Prepare interview questions Schedule and interview candidates Prepare resumes and other documentation to present candidates to the clients Liaise with clients to provide recruitment progress weekly Conduct client meetings to discuss new roles Document communication with candidates and clients Prepare reports after candidates are hired Communicate with the team once hire is made Advertise job openings on different platforms Schedule and facilitate client interviews Prepared Recruitment Playbook version 2019 from scratch Administrative Assistant Futurism LLC |- Content writing – writes articles based on approved topics Research – gather information from the Internet depending on the topic provided Social Media Management -posting stories in Reddit and responding to messages on 2 Facebook pages Assigned to lead Project Calendar, where I input the significant milestones and birthdays per day related to science (such as birthdays of inventors, popular scientists, etc) Customer service: payment disputes, editing orders in Shopify, cancelling and refunding, responding to customers via chat and email Creative Writer Upwork |- Research on topic provided by the client Write an article based on client’s requirements and word count Proofread articles before submitting to the client Virtual Assistant SupaHands | 2017 Lead generation Research Data entry Provide recruitment as well as team management solutions to clients who want to build and manage remote teams Ensure alignment of client with Grow My Team's vision and purposes Lead generation Community involvement Online English Tutor IM School | 2016 Use company provided materials to guide Korean students in improving their English oral communication skills Assess performance of students Online English Tutor 51Talk |- Use company provided materials to guide Korean students in improving their English oral communication skills Assess performance of students Attended training to improve teaching skills and understand Chinese culture Team Manager Quality Assurance Coordinator Transcom Asia |- Sykes Asia Inc |- Responsible for management of the 14 Technical Support Representatives (TSR) performances under my team. Handle escalated calls (Sup calls) from all agents Handle complaints from customers by calling them and providing resolution Provide one on one coaching to agents which includes action plans on how to maintain and improve metrics being measured Take agent calls (minimum 5 calls a week) Manage attendance by tracking tardiness and absences. Assign points and disciplinary actions as appropriate. Approve credits/refunds after extensive investigation and research on customers’ cases Real time auditing of agents’ calls and cases on a daily basis for quality purposes Team Leader Sykes Asia Inc |- Responsible for management of the 14 Technical Support Representatives (TSR) performances under my team. Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans. Provide leadership to the team; monitors team performance and updating their records on a regular basis Recognize and identify areas for improvement and take appropriate action as required, i.e., development plans, performance improvement plans, etc.; Providing agent support by “floor walking”, being available for TSRs/Teams as needed by being available for questions, etc.; provide performance feedback to Agents within twenty-four (24) hours; Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance (closure rate and utilization); Ensure quality service to customers; Adheres to support workflow are requirements to achieve SLA; Adheres to client’s defined processes and procedures and company policies Identify team issues and provide sound advice based on good judgment; Provides direction and sound advice to the team members (mentor role) Conducts huddles and team meetings Issuing disciplinary actions following Sykes due process as needed Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently Team Managers shift coverage on normal shifts, and during holidays or training In charge of supervisor calls on a daily basis Achieves daily, weekly, and monthly call monitoring goals in accordance with client specified goals Meets or exceeds all quality initiatives by ensuring processes are executed properly Capture call monitor trend analysis Ensures accuracy, thoroughness and professionalism in the workplace Collaborates with Account officers to develop goals and objectives Maintains technical knowledge of platforms, paperwork and records of account Serves as point of contact for all quality issues, concerns and questions Conducts quality calibration sessions internally and with the client on a weekly basis Share best practices and to ensure that processes are aligned with the clients Continues education of TSPs on quality processes and guidelines Holds regular quality meetings with management team indicating any hot quality issues Contributes to other projects if requested Technical Support Professional Sykes Asia Inc | 2006 Responds to emails and answers calls from customers regarding their managed Web hosting accounts Creates tickets for documentation and sends them to the correct department for processing Technical Support eRep PeopleSupport Asia |- Troubleshoots technical issues regarding customers’ Web Hosting accounts (includes web site errors, domain e-mail issues, FTP access, CGI scripts, PHP, ASP, MS Front Page, HTML) Assists customers with billing inquiries and issues (includes payment, billing disputes, change of account information, setting up accounts) Assists supervisor in doing quality monitoring for team mates Serves as floorwalker for new batches: assists new agents with their calls during their nesting stage and first few weeks on the floor Provides phone skills observation and feedback to fellow agents Technical Support Engineer Sykes |- Responds to customers’ e-mail regarding their Internet Access account Troubleshoots dial up connectivity issues Provides assistance in e-mail issues