Maria Arlene Amazona`

 Maria Arlene Alfonso Amazona - - Objective: My goal is to capitalize my more than 12 years BPO experience which helped me develop different leadership skills that I can leverage in assissting you achieve your goal and mission for the success of your business/company and or organization. Work Experience: Company: TeleTech Holdings Philippines HealthCare Support (WFH) | April 9, 2020 to May 30, 2020 Operations Supervisor: Service to Sales | April 1, 2019 to April 8, 2020 Interim Operations Manager: Complaints Department | September 26, 2015 to March 31, 2019 Operations Supervisor: Billing Area | May 26, 2015 – September 25, 2016 Operations Supervisor: Credit Management (Collections Area) | October 10, 2007 – May 25, 2015 Tasks and Responsibilities (Summary) Provide leadership, engagement, execute performance management, communication, and development Manage day-to-day call center operations Helped in improving processes through collaboration Monitor individual, team and site performance and ensures awareness of goal and execute action to meet daily, weekly and monthly target Provides constructive and positive feedback during coaching, collaborate action plan to ensure success with team leaders Lead staff in accordance to policies and procedures of the company. Confirm and perform audits on all open cases and provides recommendation and address violation to compliance items Provides report to FOH compliance to the program’s transfer policy Assist and collaborate with the Assistance Center Manager in executing operational action plans and compliance items Facilitates team meetings Presents weekly, monthly and quarterly business reviews Engaging with stakeholders to develop data insights and communicate findings, projections and recommendations Attends daily, weekly and monthly meetings and business reviews Set up meetings with shareholders and discuss processes and recommendations Listen and evaluate calls to ensure compliance to processes & policies and proper call handling with a goal to provide premium customer experience and tailor fit resolution On standby for real time supervisor escalations of major/single customer problems and resource management support Collaborates and handle 4 Team Leaders, 1 Subject Matter Expert, 1 QA staff and 1 Trainer and 68-70 FTEs. Technical Service Representative: Sky Broadband/Internet | September 21, 2007 – October 9, 2007 Tasks and Responsibilities Answers to inbound calls and assist customers of their internet connection Conducts trouble shooting Liaise with another department Call customer back and provide update on the status of their service Freelancing – Work From Home Company: AVA Virtuals Inc (Remote | Part-time) Project Manager | June 1, 2019 to January 2020 (EST) Tasks and Responsibilities (Summary) Collaborates and assists different Virtual Assistants and other employees on the assigned tasks. Assign tasks to VA’s and receptionist Provides daily updates and progress about specific tasks required by clients Keep an organization chart for all employees with detailed notes about their expertise Update the CEO of important emails start and end of day Sends receipts and invoices to our accountants Record payments and sends invoices to clients via Quickbooks Manage Social Medial account (Facebook and Instagram) and creates contents relevant to what we’re promoting, uses Canva and Tailor Social Research relevant contents for Facebook and Instagram Respond to messages sent via messenger and from the website Interact directly to company clients and ensure that all tasks given are executed and questions are answered and clarified Contact potentials clients through emails Sets appointment in behalf of the CEO Used Ring Central to schedule meeting Used Glip to schedule tasks, monitor if tasks is completed or still in pending or overdue Create and sends memos to all employees for any updates and directives coming from the C.E.O. Used HubStaff tracker to monitor activities Company: National Processing Alliance Appointment setter/VA | October 18 – December 1, 2017 (EST) Tasks and Responsibilities (Summary) Update customer’s details through CRM Research company’s details such as phone numbers, business email/physical address and update it on the given spreadsheet Call customer and notify new updates about their account and convince them to speak to our expert representative Transfer call to sales team Sends daily report containing successful contact, number of contact and appointment made for the day Used Hubstaff tracker to monitor activities Company: Zhen Zhang (Children and Infant Products) Content Writer | November 2009– April 2010 Writes about product descriptions, features and promote why it’s safe for children and infants Sends around 6-7 articles per day with 600 – 800 words per product Hard Skills: Experience in using Microsoft applications Skype/Zoom/Ring Central Google drive/ Google apps/sheets/forms QuickBooks CRM/Sales force CCPulse Application/RTA Canva/Tailor Brands/Social Soft Skills: Ability to efficiently prioritize and manage tasks – Time Management Effective and strong verbal and written communication Keen to details Ability to make business decision/judgment when needed and called for Can adapt to changes and learn fast Problem solver – can do attitude Ability to resolve and settle conflicts Team player Strong work ethics Performance analyst Sales and Performance coach Ability to handle Special Projects Strong leadership and people skills Managerial capability The Sisters of Mary School Associate in Computer Programming – SY- Personal Information: 46 years’ old, Female Born on August 13, 1974 Born in Zamboanga City, Philippines Was married but is now separated with 3 kids, 23-year-old Son, 18-year-old Son and 7-year-old daughter, single mother Currently residing in Mandaue Cebu City, Philippines, Zip Code 6000 Loves to watch movies and TV series in Netflix, loves to bake cakes and cupcakes, paint and read Character References: John Mark Nono Senior Operations Manager, SRC, TeleTech Holdings - David Bernal Director, Complaints, TeleTech Holdings - Irene Caintic Operations Manager (MBT), Sales Team, TeleTech Holdings -