Marissa De Guzman

MARISSA DE GUZMAN Pasong Camachile II, General Trias, Cavite-- ____________________________________________________________________________________  High-performing and results-driven Learning and Development Specialist for 6 solid years creating and implementing tailored training programs  Dynamic Employee Engagement Specialist with a proven track record of fostering positive workplace cultures and enhancing employee satisfaction  Strategic Operations Team Lead and QA Specialist with a strong background in optimizing processes and driving operational efficiency with expertise in ensuring product and service quality across diverse industries  Skilled customer-centric professional with extensive experience in delivering exceptional service to both B2C and B2B clients  Dedicated ESL Tutor with a passion for helping students achieve language proficiency and cultural competence  Organized and resourceful Virtual Admin Assistant with a proven ability to provide efficient administrative support remotely  Proficient in using computers and programs such as MS Office and other BPO-related business management software, as well as ESL and real estate tools and systems ____________________________________________________________________________________ EXPERIENCE General Virtual Admin Assistant Clutch Solutions | Real Estate Texas, USA Work-From Home (Part-Time) - December 15, 2023 up to date My key responsibilities as a Virtual Admin Assistant for a real estate company include managing calendars and schedules, handling chat/email correspondences, performing data entry and document preparation tasks, mining data and leads, monitoring and managing CRM systems and files, and making or taking phone calls for real estate prospects as well as handling other tasks as may be assigned. Global Learning Specialist/Senior Employee Engagement Specialist Alorica, Philippines Cubao, Quezon City Work-From-Home - October 18, 2021 to August 31, 2023 As a Global Learning and Development Specialist, I was responsible for creating and implementing strategies to support the professional growth of our diverse, multinational workforce. This includes helping design engaging training programs, collaborating with teams to identify learning needs, and utilizing Learning Management Systems to track effectiveness. I managed internal and external vendor relationships, evaluated initiatives, and oversaw internal communication campaigns. Additionally, I analyzed data to measure impact and stay updated on industry trends. Supporting all team members and performing other assigned duties are also part of the role. Real Estate Virtual Assistant 516sellnow Wantagh, NY Work-From-Home - March 3 to July 25, 2021 In my role as an Administrative Support Specialist in real estate, I was heavily involved in providing comprehensive assistance to sales agents, brokers, and my manager. This includes managing schedules, coordinating property showings, and handling administrative tasks. I managed leads by transferring data to CRM systems, generated new leads using online tools, and creatively posted listings on various social media platforms. Additionally, I maintain leads and client files, coordinate updates across systems with other team members, manage property listings on MLS and real estate websites, and attend webinars for licensure procedures on behalf of my manager. Flexibility to handle other assigned tasks is also expected. Virtual Property Service Coordinator First Allegiance PH 473 Broadway, 5th Floor Bayonne, NJ 07002 Work-From-Home – September 21, 2020, to February 26, 2021 As a Remote Property Maintenance Coordinator, among the tasks that my role involved was overseeing property upkeep by coordinating maintenance requests and liaising with vendors and contractors. I scheduled inspections, repairs, and maintenance work to optimize operations and minimize downtime while ensuring profitability. Additionally, monitor and maintain property and vendor databases, utilize property management software for tracking activities, and handle other assigned tasks as needed. Training Supervisor iQor, Philippines 3rd Floor Robinson’s Place Dasmarinas, Cavite AT&T ISM/DirecTV - October 27, 2017, to December 31, 2020 Some of the tasks of my role focused on maximizing newly hired representatives' effectiveness through thorough product knowledge, effective communication skills, as well as upselling, sales, and troubleshooting abilities to enhance customer experiences. If there's a need to create training materials, I collaborate with team members, and internal and external stakeholders to execute strategies and oversee the performance and results of direct reports. Proactive in sharing ideas, planning, and implementing strategies aligned with company and client goals are essential. Additionally, maintaining motivation, mastering product details, and adapting to assigned tasks are part of the role. DirecTV Customer Care Representative – October 31, 2016, up to October 27, 2017 As a Customer Service Representative, my focus was on delivering outstanding service and experience to customers through effective communication and problem-solving. My goal for high feedback scores was to address billing concerns efficiently and aim for one-call resolution. Navigating various systems and maintaining professionalism and integrity are key. In addition, I was expected to adhere closely to my schedules and monitor my KPIs and attendance requirements. Sprint Resolution Supervisor – December 28, 2014, up to November 2015 I was heavily involved in supervising, coaching, and structuring strategies with the Team Lead to ensure high performance levels among agents. I handled escalated customer issues, provided coaching to prevent future escalations, and monitored call quality parameters to increase effectiveness. Daily reporting on team KPIs and ensuring compliance with campaign rules are also part of your responsibilities. Additionally, other assigned tasks or ad hoc duties are managed as needed. Sprint CFS/Care Representative – July 24 to December 27, 2014 My primary responsibility was to deliver exceptional experience to customers on every call, aiming for high monthly feedback scores. I managed to efficiently navigate systems to troubleshoot technical and billing or sales issues, aiming for one-call resolution and avoiding escalations. Accuracy and efficiency in providing information and accounts notes within specified time frames are crucial for maintaining KPIs. Sustained professionalism, confidentiality, and integrity, as well as adhering to schedules and attendance requirements, are also key aspects of my role. Telstra One-Email Representative Teletech Customer Care Management Phils., Inc. Bldg F SM- MOA Pasay City August 15, 2011, up to July 18, 2014 As an Email Customer Service Representative at Telstra, part of my task was to provide resolutions to Australian customers' inquiries via email and phone calls regarding billing, plans, account status, and complaints. My role involved monitoring KPIs, maintaining excellent quality of work based on QA parameters, and excelling in clear and comprehensible business correspondence with customers at all times. Intern Team Lead – June 07, 2007, to April 2010 While working as an Intern Team Lead, I oversaw day-to-day office functions and provided leadership and support to frontline staff in meeting productivity targets. I reported daily agent statistics to the Team Lead and manager, conducted performance management reviews, and identified training needs through coaching and action plans. Collaborating with Training & QA teams ensures effective coaching and feedback strategies. Additionally, I handle other assigned tasks and maintain professionalism while adhering to call-handling procedures and providing excellent customer service as a Customer Service Associate. Customer Service Associate for HP account – August 25, 2006, to June 06, 2007 My role as a Customer Service Associate involved following call-handling procedures, delivering excellent customer experience, and maintaining performance standards set by the program. Ensured precision and quality in our daily interactions with customers while also collaborating effectively with team members were a crucial part of our tasks. Understudy Operations Manager WeDo Metro Philippines, Inc. Ortigas Business Center Pasig, City March 2011 to July 30, 2011 I was heavily involved in negotiating vendor contracts to ensure optimal service delivery, analyzing call center performance, and planning improvements. I collaborated with Team Leads, Training, and QA teams to schedule tasks effectively, collaborate on training initiatives and improvements, and implement strategies to boost agent loyalty and focus. In addition to overseeing performance reviews, creating channels for agent feedback, and taking proactive actions to achieve objectives, flexibility to handle other assigned tasks was also expected. Team Lead – April 19, 2010, to March 2011 As a Team Leader, some of the tasks of my role were involvement in leading a team towards departmental and organizational goals through guidance, coaching, and mentorship. I managed and coordinated programs with internal and external stakeholders to ensure successful project delivery within scope, budget, and timeline. Setting clear performance goals, conducting evaluations, and implementing strategies to enhance team productivity are key responsibilities. Identifying training gaps/needs, organizing workshops, and analyzing data to track progress and improve performance are also part of the role. Call Center Associate/ Outbound Sales – January 10, 2005, to August 5, 2006 My main task as a Sales Representative was to consistently meet or surpass monthly and quarterly sales targets by prospecting, pitching, and closing sales over the phone. I learned how to build strong relationships with customers, listen to their needs, and provide tailored solutions to boost satisfaction and retention. By maintaining accurate records/notations in the CRM system, and developing objectionhandling techniques to address concerns I was able to hit goals regularly while ensuring compliance with company policies and industry regulations during sales calls. EDUCATION • Phoenix-One Institute, Ortigas Avenue, Mandaluyong City Certification in Medical Transcription – June to November 2006 • STI – Crossing, Mandaluyong City Diploma in Basic Computer Operations – June 1994 to March 1995 • De Ocampo Memorial College, Nagtahan, Sta. Mesa, Manila Diploma in Dental Medicine – Graduated 1991 • Saint Joseph Academy, Bongabong Oriental Mindoro High School Diploma – Graduated 1986 CERTIFICATION • Peaq Performance Qoaching (PPQ, Leadership Training) 2019 • Leadership Academy 2019 • Training/Facilitation 101 - 2019 RECOGNITION (From iQor) • Top Trainer for April and October 2019 HOBBIES AND INTERESTS  Crochet bags, beanies, shawls and many more  Cross stitching, anything and I compete!  DIY crafts and projects, you name it probably made it  Watching English, Chinese, and Korean movies and series but never local, sorry!