Maria Laura Domogma
$8/hr
Lead Generation, Data Entry, Telemarketer, Customer Service Team Leader
Maria Laura Llagas-Domogma
B9 L25 Flourite St. Futura Homes San Vicente San Pedro Laguna | - |-
Education
BACHELOR OF SCIENCE IN HOTEL & RESTAURANT MANAGEMENT
SY-
COLEGIO D
E S AN J UAN D E L ETRAN-CALAMBA
Experience
TELEMARKETER VA, FREELANCE (AUTOMOBILE INSURANCE)
Teledudes | January 2021 to PRESENT
TEAM L
EADER,
TELECOMMUNICATION SERVICES (ISM BILLING AND B2B)
IQOR Philippines | September 2019 to December 2019
TELEMARKETER VA, FREELANCE (AUTOMOBILE INSURANCE)
Teledudes |MAY 2020 TO SEPTEMBER 2020
TENANT SCREENER VA, FREELANCE (PROPERTY MANAGEMENT/ REAL ESTATE)
VirtuallyIncredible |AUGUST 2018 TO OCTOBER 2018
TEAM L
EADER, F INANCIAL V ERTICAL
(FRAUD AND CUSTOMER SERVICE)
Telus International Philippines | November 2016 to May 2018
Convergys Philippines | September 2015 to September 2016
TEAM L
EADER,
WIRELESS SERVICES (CREDITS AND COLLECTIONS)
Convergys Philippines | November 2013 to August 31, 2015
SENIOR CUSTOMER SERVICE ASSOCIATE, WIRELESS SERVICES (CREDITS AND COLLECTIONS)
Convergys Philippines | September 16, 2011 to November 2013
General Roles
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
●
Manages escalations from Frontline agents/ Non-agents
Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.
Communicate feedback, adapting coaching styles depending on the situation and audience, providing feedback that is
specific and constructive and encouraging all team members in incremental performance improvement.
Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human
Resources, WFM, Quality, etc.).
Through coaching, ensures Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance.
Participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc. for improved
performance.
Engagement participation to drive employee morale
Call monitoring and auditing in line with Quality guidelines.
Ensure consistency in performance management, constantly being monitored and action to resolve.
Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.
Ensure a minimum of > 80% of team members are achieving individual KPI metrics.
Maintain phone skills while applying knowledge to day-to-day project experiences.
Proficient in MS Office and Google Apps (Drive, Worksheet, Documents, etc.)
Familiarity with supervisory tools (NICE, VERINT, VALDI, WORKDAY, PEOPLESOFT, PPRO, CITRIX, SQAN, etc.)
Take inbound and do outbound calls for prospect tenants to do background checking.
Community with applicant’s Work and previous landlords to validate the declared information thru email and calls.
Conducting cold calls to prospect leads.
Accomplishments/Other Roles
●
●
●
●
●
●
●
●
●
Top Team for Total Immediate Dollars Collected, December 2013- April 2014
Top Transition Team, November 2014 – January 2015
POC/Chair, CSAT Client Calibration Call, Quality Calibration Call
Cluster POC/Chair, Performance Tailgate with Senior Operations Manager
Certified, Convergys Leaders as Coaches
Certified, Client-based Trainings (Coaching and Leadership)
Certified, Telus Coach For Excellence
Certified, Program Leadership Academy
Certified, TEX Leadership Boot Camp
References
Available upon request.
Page 2
