MARLO TORRES
#11 Sitio Ruby Ext. East Fairview Quezon City
Number: 63-
Email-
OBJECTIVE
Take advantage of new challenging opportunities to increase my skill value, and
hopefully utilize my talent in the Real Time Team Management,and Customer
Relations, Data Management, and Technical support service. By providing my
employer and the Customer a sense of professionalism, and world class Customer
Service.
EDUCATION AND CERTIFICATES
2018- Brilliance
2017-Supervisor’s Time management
2017- GROW and Star Coaching
2016-GROW Coaching
2007-OJT Program for General Clerk Intern
2007-OJT Program for Stock Control Clerk
2003- Bachelor’s in Economics-- Behavior Science
2002- Understanding Psychology 1,
2001-Desktop Publishing
2001-Computer Repair Technology
EXPERIENCE
10/25/2018 - 07/11/2019 - Reva Global LLC - Client Service Coach
Provide Clients with Virtual Assistance to help manage their Real Estate Business,
Position includes, Managing multiple VA’s up to 20-30, while also in contact with
the Clients. Provide coaching sessions with VA’s to improve in Communications,
Performance, and behaviour. Keep metrics for the VA, as well as monthly Score
Card of performance. Maintain relations with the Client by doing weekly
meetings to check on VA progress. Assist in troubleshooting tool issues and site
issues.
03/23/2015- 09/13/2018 - Concentrix (Voice) - Google Wallet,Play,Hardware
Junior Operation Manager - Manage a cluster of 3 teams, and their Team
Leaders, provide updates, current stats, and weekly, monthly strategies to obtain
Business goals. Facilitate coaching for Team Leads on proper team management,
resolve management disputes for agents. Prepare data for weekly, monthly
Business reports. Facilitate changes within the operation floor.
Team Leader - Manage real time performance of 15 agents// One on One
Monthly/Weekly Coaching//Performance coaching//Compliance management-Dsat
analysis, Performance projections//Monthly//Quarterly, Agent Goal
Setting//Supervisor Call Resolutions// Manage Bridge Program, Quartile
Management, Providing Team Motivation.
Communication Coach - Teach enhanced communication to Call center Agents
for better conversational skills.
SME (Subject Matter Expert)- Maintain Metric compliance for team,Quality Dsat
coaching, perform Team Huddles, 2nd level troubleshooting escalations,
Supervisor calls.
Agent Level- Provide resolution for Google Play refunds, subscriptions, Google
Play access n troubleshooting Payments
10/28/13- 3/15/2015 -Sutherland Global Consultant (voice)- AT&T Click to
Chat//Voice/Where’s My Tech`Provide the Customer with technical support for
product specifics/address Billing//TS devices// Shipping//Presales coordination//
coordinate with real time Technician visits.
Concerns, and supervisor call backs.
04/16/2012-11/09/2013 - Hinduja Global Solutions (voice) - Provide the Customer
with technical support for product specifics/address Billing
concerns/locate and provide information on dispatches/credit card
processing/presales/sell extended warranties.
Education:
Alvin Community College
2003- Bachelor’s in Economics-- Behavior Science
2002- Understanding Psychology 1,
2001-Desktop Publishing
2001-Computer Repair Technology
QUALIFICATIONS
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Document filing, data processing
Credit Card processing
Billing
Real Estate - Virtual Assistant Management
Real Estate - Lead Generation
Real Estate - CRM Management
Real Estate - Social Media Management
Real Estate - Inbound/Outbound Calls
Real Estate - Email Management
Refund Processing
Promo/Activation
Extended warranty sales
Presales
Presales - follow up
Re-Typing
Parts and accessory sales
Real Estate - Comparables
Daily,Weekly,Monthly reports
WBR, MBR reporting
Product Technical troubleshooting
Troubleshoot payments
Out Of Scope Basic Troubleshooting
Oversee team Performance
Database Maintenance
Inventory Stock
Maintain/ Monitor Database
Screen Applicants for Designated Job description
Coaching/Performance/ QA/Weekly/monthly
Dsat Analysis
Performance projections
Quartiling
Data Entry
Real time Team Management
Deep Dive for TUI’S
Supervisor call Resolution
Extra Activities
● Toastmasters seminar ( Effective Free Speech for crowds)
● Fast money through compounded interest investments
● Stock options (Turbulent Markets?) Day Trader
Hobbies:
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Sports
Movies
Reading
Online Investing
Self learning
Exercising
