Mary Joy Felipe

Mary Joy R. Felipe Quezon City, Philippines Whatsapp and Viber: - Email addresses:-With 15 years of experience, I've handled several roles from Customer Service, Back Office, Sales, Subject Matter Expert, Team Leader, QA Specialist, Quality Assurance Coach, Virtual Assistant, Trainer, Social Media Manager, SEO Manager, Lead Generation and Email Marketing Specialist, Amazon VA and Online Bookkeeper. I've handled multiple lines of businesses such as US telcos, US banks, online stores, electricity, heavy equipment supplier, counselling and psychotherapy clinic, digital marketing agency, betting field, dropshipping, real estate, medical field and residential and commercial cleaning services. I've collaborated with CEOs, therapists, doctors, managers, real estate agents, trainers, energy brokers, photographers, and more. Work Experiences: General Virtual Assistant / SMM / SEO / Bookkeeper / Procurement Admin / Human Resources / Talent Acquisition / Quality Assurance Manager / Medical VA June 2020 - April 2024 Harley Therapy Psychotherapy and Counselling Clinic based in London United Kingdom June 2020 - April 2024 (Project-based/Part-time) Duties and Responsibilities: Off-page optimization Updating NAP (Name, Address & Phone number) Creating simple graphics, caption and hashtag for Facebook and Instagram Posting blogs on GMB (Google My Business) page Hometress Cleaning company based in United States May 2023 - April 2024 (Started as part time) Duties and Responsibilities: Inbound calls from customers who wants to book a cleaning appointment Giving quotes and suggestions on the packages Real-time booking Processing payment Outbound calls to customers with pending quotes Making sure that the lead list is updated and touched Managing the weekly schedule of cleaners Assisting cleaners with their schedules, routes, supplies and leave requests Monitoring the login/logout and arrival logs of cleaners Contacting subcontractors for additional booking Negotiation of prices with subcontractors Auditing the before and after pictures Generating the weekly scorecards of cleaners Tracking of complaints received and working on resolution with the management Relaying details of business properties to the owner for walk-through schedules Managing documents submitted by the cleaners Doing interviews and evaluation for applicants Aging Gracefully and ZoraMD - Medical Clinics based in United States January 2023 - April 2024 (same owner as the cleaning company) Duties and Responsibilities: Outbound calls to clinics who are looking to hire remote workers Managing inbox Checking fax and emails Checking eligibility Following up on pending frequencies and visits Scheduling of nursing & PT visits, physician order and 60-days summary Auditing SN and PT notes Prefilling nursing notes Sending orders to doctors office Checking missed visits Checking referrals Follow up on re-evaluations Sending reminders for recertifications Uploading of documents in Axxess Techflow - IT Dropshipping Company based in Australia March 2023 - April 2024 (Full time) Duties and Responsibilities: Managing shared inboxes Creating quotes Processing orders Coordinating with suppliers for product availability and quotes Updating CRM once the item is shipped by the supplier Entering and sending invoices using Xero Processing refund/returns Organizing courier for delivery Running through leads list before assigning them to sales Generating of weekly reports and monthly sales performance Writing process documents Managing the team’s knowledge base Birthday greetings Ordering gifts for employees and customers Creating banners and social media posts for Linkedin Managing colocation plans and data base Personal ad-hoc tasks from the owner like creating RSVP and invitations for family gatherings Chambers Luxury Group - Real Estate Agent and Construction Company Owner based in United States May 2023 - April 2024 (Part time) Duties and Responsibilities: Managing inboxes Uploading of leads Assigning leads and messages received for callback Scheduling of social media posts Monitoring tasks that are due and sending follow up Entering transaction in Quickbooks Checking bank statements Reconciling monthly transactions Creating invoices RB Trends - Betting Coach based in Australia January 2023 - May 2023 (Project-based) Duties and Responsibilities: Listing all the tasks that he needs to finish for the week Making sure that he’s finishing his task and sending him reminders Rewriting contents from website and submitting for final edit Creating simple graphics, caption and hashtag for socials Competitor research & Blog scripts Astrolift - Warehouse Equipment Supplier based in New Zealand July 2022 - December 2022 (Part time) Duties and Responsibilities: Outbound calling Updating of CRM Sending flyers via email Passing the lead to closers for quote Follow up calls to customers with undeliverable email address Predicta Digital - Digital Marketing Agency based in United Kingdom February 2021 - March 2021 (Part time) Duties and Responsibilities: Keyword research Auditing post in Wordpress Adding stock photos Completing ad-hoc tasks given on the same day QEnergy Pty Limited March 2017 – August 2022 Quality Assurance Coach February 2020 – August 2022 Duties and Responsibilities Evaluate each agent from different departments and identify the type of coaching needed Execute a one-on-one coaching regularly Create a root-cause analysis report Coordinate with the team leaders if what are the things discovered during the coaching session Get the input of the team leaders and the outcome that they want to get Create an action plan and discuss it with the team leader Discuss the action plan to the agent and get their commitment Real time coaching for calls audited found to have a regulatory breach Create an action plan to be documented same day Keep, arrange and update the physical folders with coaching documents for each agent Provide the coaching logs (soft and hard copy) signed by the agent upon human resources’ request Come up with strategies on how to help each department on the challenges Assist on the audits made by the QA officers Check the training calendar, modify the flow if needed and give approval Observe the trainings held by the team leaders for new hire Provide daily training report Facilitate the QA talk during trainings Create and facilitate the examination for new hires Join performance deliberations for new hires Provide feedback to the site director about the flow and performance of both the trainees and the trainer Join Sales, Customer Service and Collections calibration Join different department’s team huddle Facilitate call listening session Side by side with target agents Discussion with the site director about weekly and monthly trends for coaching and the progress on the agent’s performance Directly report to the client about any possible breach encountered via phone call, email and viber Quality Assurance Officer May 2018 – February 2020 Duties and Responsibilities Meet the weekly and monthly audits required per agent Provide feedback about the weekly and monthly trend of markdowns Create a weekly audit report Prepare the calibration materials Facilitate sales calibration session Suggest action plan for QA and Sales team Provide feedback to the Sales TL about the observations through weekly meetings Complete investigations requested by another department Act as Subject Matter Experts for Sales Back-office Representative March 2017 - May 2018 Duties and Responsibilities Make sure that the orders being submitted by our sales team is being audited prior to conversion We need to make sure that there’s accuracy in every order that we convert Be vigilant in checking the notes to make sure that the detail in EW is accurate Send notification if there are incorrect/missing information on the order Inform TL or Senior of accounts that needs attention Calling different department to make sure that the order will be submitted to the network in a timely manner Make sure that I am aware of the updates and apply it real time Taking ownership of the tasks whenever my senior is on leave Driving the back-office team to finish all the tasks assigned to us especially when it’s end of week Pick up the urgent emails in the morning and action it as early as possible Make sure that we are within SLA across the board Prioritize accounts that are urgent and make follow ups if needed Assist my teammates and share my knowledge about the process Make sure that the weekly and daily tasks are completed by the end of the week Create a personal monitoring activity to update the customer and check the progress Take inbound calls to help the front office team Extending help to the front office team if they have questions about the status of the account and re raising requests Convergys Philippines April 2014 – March 2017 Customer Service Representative Telecommunications account Duties and Responsibilities: Answer calls from clients who need help about their account Process payment Process extension to pay their bills Makes sure that the resolution is always a long-term resolution TATA Consultancy Services (TCS) October 2012 – March 2014 Customer Service Representative Handled Mortgage account Duties and Responsibilities: Answers calls from clients asking for the status of their loan Processing their payments Giving them options for their payments Letting them know the terms of their loans Sending them documents that they need about their mortgage Startek International Limited November 2009 – September 2012 Team Leader October 2010 – September 2012 Duties and Responsibilities Handles 15 to 20 Agents for a Telco account Monitors and maintains daily operational status and ensures that the team achieves the Service Level Agreements (SLA) via communication of requirements and feedback on performance on a regular basis Ensures quality service to customers Adheres to support workflow as requirements to achieve SLA Adheres to client’s defined processes and procedures and company policies Provides process updates by conducting regular team meeting and quick huddles Identifies hot issues and deals with it appropriately Maintains a flexible and calm approach to problem solving Handles everyday crisis (support tools downtime or any operational issues and backlogs) Analyzes individual, team and program/account performance on a regular basis, performs root cause analysis and develops corrective action plans. Handles difficult or escalated customer calls/complaints and take calls during peak periods as required Manages team member performance by coaching members, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making. Assists in facilitating refresher trainings to ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently Prepares reporting requirements to immediate supervisor and clients Coordinates with various functional groups for team requirements Customer Service Representative November 2009 – October 2010 Duties and Responsibilities (Agent): Answers general queries, billing concerns and other issues via phone from customers about their Tax refund. Answers questions about the item/product, shipment information and lost or damaged items via KANA from customers. Check the queues if there are emails. Route the emails to the correct queue. Route emails to the agents on duty Make sure that equal distribution of emails is being observe Flag agents if the emails routed was not answered or downloaded after a specific interval Answer agents queries about the product and process Check outlook email if there are escalations from the client Give feedback/Issue corrective action to the agent if the escalation is valid Respond to the client about the corrective action given and action plans Trendy Plastic Inc. May 2008 – October 2009 Quality Assurance Specialist Duties and Responsibilities: Make sure that all the machines are up and running Check the appearance and measurement of the products every hours Report to the Engineer on duty if there’s a reject item Accomplish hourly and daily reporting about the items/product on the shift Communicate the weekly highlights to the management during the weekly meeting Follow up on the plans initiated during the weekly meeting. Trainings/Seminars Attended: Social Media Management To help the clients to get more followers and likes to convert into sales. Lead Generation and Email Marketing Helping business owners in getting leads and collaborating with them to design an email contact for conversion. General Virtual Assistant Assist business owners by taking off tasks on their plate so that they can focus more in growing their business. Search Engine Optimization Helping businesses to rank their websites in search engines by doing their on-page and off-page optimization. Amazon Product Researcher Assist sellers in finding good deals that they can sell on their Amazon store. Agent Development Plan The objective of this program is to train and develop qualified agents to become future leaders. Power of Coaching This aims to deliver a better coaching session to the agent to eliminate the communication gap. Culture of Accountability This is to make sure that we are aware of our accountabilities as a Team Leader SMART goal Training This aims to set the guidelines and effective action plans to achieve the goal or metrics NOW training This aims to let us identify who are the agents who are qualified or have a drive to be a future leader. Skills: ● ● ● ● ● ● ● ● ● ● ● ● ● Advanced English communication and writing skills Detail-oriented with the ability to multitask and prioritize efficiently People management Customer service Quality assurance Quality assurance management HR and talent acquisition Training Coaching Report generation Team leadership Virtual assistance SEO (Search Engine Optimization) ● ● SMM (Social Media Marketing) Bookkeeping Tools I've Used: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● MS Office Google Drive Xero QuickBooks Salesforce HubSpot Confluence Slack Canva Zenbooker Jobber Telegram WhatsApp WordPress Local Falcon Ahrefs Semrush ChatGPT Google My Business Asana Trello Axxess Kinnser Brivity Landvoice Heygen DocuSign KW Connect Appraiser websites