Mary Joy Realon

MARY JOY REALON ACCOUNT COORDINATOR Mobile: - Email:-Address: Almon St., Looc, Calamba City, Laguna EXECUTIVE SUMMARY WORK EXPERIENCE I have been working in the BPO industry for 18 years. I have gone through various roles and accounts--from a customer service representative for one of the world's largest banks to where I currently am as a Launch Manager for Civicom-Hey DAN. I am looking to expand my horizons even more because I know that this industry is constantly evolving and I want to be a part of that vibrant movement. Account Coordinator Trialfacts | August 2022 - Present Serves as lead point of contact for all customer account management matters. Reviews and analyzes off track study reports. Provides insight to Advertising Specialists for current campaigns. Manages the client onboarding process. Provides innovative solutions to continue to improve the client experience. Manages each study from set-up to recruitment complete. Launch / Operations Manager Civicom Pacific - Hey DAN | 2019 - 2022 Project managed new client onboarding, including training of dedicated operations team. Successfully onboarded new clients with leads from Sales and Customer Success. Collaborated with the clients to create reference materials for operations team and end users. Oversaw customization of client-facing reports and ensured quality of output. Maintained and created dashboards that were presented to the client for ROI analysis. Ensured continuous revenue by coordinating with Customer Success to be able to pitch new projects to existing clients. Advised operations teams on strategic and logistical planning as needed. Worked on side projects that help in internal process and workflow improvements. ADDITIONAL INFORMATION Familiar with various CRMs like Salesforce, SalesPage and Microsoft Dynamics Well versed with Google Workspace Self-starter and motivator Receptive to feedback and able to provide feedback candidly and respectfully Operations Overseeing Manager Civicom Pacific - Hey DAN | 2018 - 2019 Managed the dedicated operations teams of some of the company's biggest and most high-touch clients. Coached specialists that needed more support to ensure they were meeting expectations. Coordinated with client points-of-contact to onboard new user groups and services. Spearheaded the creation of an automated overtime and approved time-off tracker to ease the burden of manual tracking. Facilitated bi-weekly calls with clients to ensure that KPIs are being met. Initiated the creation of team repositories to be used as a reference tool across Hey DAN operations. Launch Specialist Civicom Pacific - Hey DAN | 2016 - 2018 Worked with the Launch Manager to onboard new clients to the Hey DAN service. Trained operations team to be able to deliver SLA . Worked with the Launch and Overseeing Managers to create training plans for the dedicated production teams. Transcribed, proofed and entered recorded meeting details into the client's CRM. Team Leader Civicom Pacific - Hey DAN | 2015 - 2016 Lead a team of individuals for a newly onboarded client. Collaborated with Overseeing Manager to create account specifications. Trained members of the team to be able to deliver SLAs daily. Assistant Team Leader Civicom Pacific - Hey DAN | 2014 - 2015 Assisted the team lead with production work. Helped train newly onboarded members of the team by proofreading transcriptions and providing feedback. Business Transcription Specialist Civicom Pacific - Hey DAN | 2012 - 2014 Transcribed voice recordings. Entered pertinent information into the client's CRM system Completed basic data management work as required by the client. Operations Coordinator PIKT | 2010 - 2012 Oversaw daily operations in the Philippines. Managed payroll of agents for the Philippines. In charge of ensuring proper client to agent scheduling. Customer Service Representative Teletech | 2009 - 2010 Assisted clients over the phone with upgrading their mobile plan. Did basic troubleshooting for network and mobile phone issues. Collections Representative Convergys | 2008 - 2009 Worked with past due clients to work out payment plans for their past due auto loans. Helped bring clients up to date on their auto loan. Updated and maintained client profiles in the database for proper tracking. Collections Representative HSBC Data Processing Phils. | 2004 - 2008 Secured payment promises from inbound customers who are past due with their credit card accounts. Assisted inbound customers over the phone by making sure that their other concerns were taken care of.