Mary Katherine Paspe

Mary Katherine Paspe-Skype ID: katherinegevera PROFILE Motivated and focused multi-tasking; Able to create a fun-filled working environment; Capable of working under pressure so to meet standards and finish tasks before they are due; Has the ability to communicate in English language in large groups with confidence WORKING EXPERIENCE Liveto110 Technical Support/Customer Service/ Marketing Assistant January 2017 – August 2017 Responsibilities: •Handling WebinarJam Configuration for webinars •Creating newsletters •Customer Support via email •Technical Support – handling queries on webinar issues •Shopify and Amazon fulfillment •WordPress – basic configuration of website •Posting blogs on site •Mailchimp newsletter creation and scheduling Surkus Inc. SURKUSgoer Satisfaction Agent September 10, 2016 – February 2017 Responsibilities: •Vetting •User Tagging •Event Outreach and Maintenance •User activation •Tier 3 Help Desk Response and Assignments •Online Campaign maintenance and verifications •Perform other assigned/related duties within the center as directed by Management Funeral Futurist Operations Manager January 2016 – August 2016 Responsibilities: •Assist in retaining current clients and acquiring new clients (number 1 role of all team members) •Oversee, organize and communicate with other team members •Oversee and coordinate support desk tickets •Assist with Quality Assurance tests to make sure all parts are working •Develops Standard Policies and Procedures for the team growth •Implements management systems (HR, IT and Finance) through improvements to each function as well as coordination and communication between support and business functions •Organizes and maintains company's files and records •Assists the Project Manager in the development aspects of the team projects •Prepares and edits correspondence, reports, and presentations •Oversees and prepares payroll submissions and reports •Makes travel and guest arrangements •Provides quality Customer Service •Plus other tasks assigned by CEO and other related tasks as needed. •Report to CEO by the end of the each day •Provide direct administrative support to CEO as required •Liaise with customers and clients as needed •Help organize conferences including coordinating details with hotel & catering •Work closely with CEO to grow a variety of business models to their full potential Vision X-Global Solutions Inc. (Graveyard Shift) Team Manager (Chat and Email Support for Uber) July 2015 – December 2015 Responsibilities: • Track and document employee time (punctuality, attendance, ACD minutes, and up-training) • Identify performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback • Monitor and assess employee calls to drive performance improvement plans • Ensure agent calls are aligned with Quality Assurance objectives and targets • Review and distribute procedure changes/updates in a timely manner and ensure agents understand changes and are aligned with organizational/site goals • Attend assigned Leadership Calibrations • Provide at least four (4) coaching sessions per agent per month • Evaluate each agent on his/her team at least three (3) times per month • Present his/her team’s performance in a business review either weekly or monthly • Drive teamwork and team performance • Create, implement, and support call center initiatives • Orient newly-assigned team members and establish team mentor/buddies • Perform other assigned/related duties within the center as directed by Management Virtual Assistant for Real Estate Virtual Assistant December 2014 – March 2015 Responsibilities: • Perform outbound and inbound call for prospect sellers • Gather information from sellers (property information, mortgage, property taxes) • Data entry in CRM • Provide thorough comps for properties from different sources • Lead Generation • Receptionist duties (answering occasional calls) • Calendar Management • File Management (organizing files using Dropbox etc) • Recruitment • Booking appointments with clients Vision X-Global Solutions Inc. (Graveyard Shift) Team Manager (AT&T Account) October 2014 – December 2014 Responsibilities: • Track and document employee time (punctuality, attendance, ACD minutes, and up-training) • Review agent performance results daily to ensure all goals are met or exceeded in TACR!FT, CRR, AHT, WFE, AQS, P2P, and the other IPIs • Analyze agent performance trends in TACR!FT, CRR, AHT, WFE, AQS, and Schedule Adherence • Identify performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback • Monitor and assess employee calls to drive performance improvement plans • Ensure agent calls are aligned with Quality Assurance objectives and targets, and TACR!FT expectations • Be hands-on and demonstrate a desire to help Customer Care Representatives by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance • Teach and improve technical skills (e.g., improved call handling, navigation and information research in MyCSP, etc.) • Ensure compliance with WFE at all times • Review and distribute procedure changes/updates in a timely manner and ensure agents understand changes and are aligned with organizational/site goals • Plan and conduct team meetings that share information, calibrate knowledge and performance, and motivate agents to learn and excel • Attend assigned Leadership Calibrations • Participate in scheduled AQS Calibration Sessions and ensure variance and accuracy are within acceptable targets • Assist and track agent password resets • Assist, track, and coordinate issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce Management (overtime, attendance tracking, etc.) • Administer HR and Department policies as instructed • Conduct performance reviews for regularization, annual reviews, for promotion, and whenever needed or required by HR and/or Operations • Provide at least four (4) coaching sessions per agent per month • Evaluate each agent on his/her team at least three (3) times per month • Take a minimum of 3 hours of inbound calls per week to ensure development and active knowledge of AT&T U-verse and call handling procedures • Present his/her team’s performance in a business review either weekly or monthly • Monitor case management (C2C, ghost calls, misdirects) weekly and monthly • Support and enforce o Code of Conduct o Compliance Requirements and Procedures o Dress Code o English Only Policy o Attitude/Behavior o Integrity o Call Handling • Drive teamwork and team performance • Create, implement, and support call center initiatives • Orient newly-assigned team members and establish team mentor/buddies • Perform other assigned/related duties within the center as directed by Management Teleperformance Philippines (Graveyard Shift) Subject Matter Expert (Expedia Sales) March 2014 – October 2014 Responsibilities: •Handles nesting team/special project teams •Understands, articulates and implements best practices •Provides guidance on how area of capability can resolve an organizational need • Assist in setting priorities on the most essential knowledge and skills • Provide thorough, thoughtful content reviews throughout development • Provide a reality check on the characteristics of the learning population and learning activities that will resonate well with the learners •Provides a wealth of knowledge and support to agents Vision X-Global Solutions Inc. (Graveyard Shift) Subject Matter Expert (AT&T Account) March 6, 2012 – December 2013 Responsibilities: •Handles nesting team/special project teams •Understands, articulates and implements best practices •Provides guidance on how area of capability can resolve an organizational need • Assist in setting priorities on the most essential knowledge and skills • Provide thorough, thoughtful content reviews throughout development • Provide a reality check on the characteristics of the learning population and learning activities that will resonate well with the learners •Provides a wealth of knowledge and support to agents Sutherland Global Services (Graveyard Shift) Customer Service Representative (Technical Support and Billing/ Sales) May 2010 – December 2011 Responsibilities: •Support and provide superior service via phones. •Use questioning and listening skills that support effective telephone communication. •Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. •Understand the impact of attitude in handling calls professionally •Effectively deal with job stress, angry callers, and upset customers •Apply the proper telephone etiquette to satisfy various customer situations. •Apply appropriate actions to effectively control a telephone call. •Identify voice skills and how to enhance a good telephone presentation. •Meets commitments to customers. •Other duties as assigned Trust Group of companies (TGC) Singapore Customer Service Coordinator November 2009 – March 2010 Responsibilities: • Interact with customers; give them the required information in response to queries about accounts, products and services. • Take service query calls from clients or customers and dispatch the apt customer service associate to tackle the questions. • Answer the queries of customers relating to the services or products of the organization and its method of operation • Handle and solve the complaints of customers, special orders placed by means of phone or mail. • Receive and process orders, provide information regarding changes, charges in shipping and service. • Investigate and correct errors in the records of the customer and company, if any. • Interview customers to obtain information and explain to them the services available. • Adjust complaints related to services or billing delivered. • Refer the complaints regarding the product or service failure to appropriate individual for investigation. Makro Pilipinas Inc. Customer Service Representative / Telemarketer December 2008 – May 2009 Responsibilities: • Conduct client or market surveys in order to obtain information about potential customers • Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations • Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service • Adjust sales scripts to better target the needs and interests of specific individuals • Record names, addresses, purchases, and reactions of prospects contacted • Ensure the quality of - leads generated, completed surveys, and appointments set. • Meet the number of required calls per day. • Submit reports required by the Team Leader at the end of the shift. • Maintains all throughout good public relationship and understanding with clients/agents. EDUCATION Elementary: Ateneo de Davao University High School: Ateneo de Davao University College: San Pedro College Course: Bachelor of Science in Nursing Profession: Registered Nurse AWARDS, CERTIFICATES AND AFFILIATIONS FOUR-WEEK PRODUCT TRAINING FOR AT&T UVERSE Sutherland Global Services – June 5, 2010 UVERSE NETSAT CREAM OF THE CROP Sutherland Global Services – June 5, 2010 PERFORMANCE RECOGNITION AWARD FOR PERFECT ATTENDANCE Sutherland Global Services – January 2011 PERFORMANCE RECOGNITION AWARD FOR OVERALL PERFORMANCE AND 0% ABSENTEEISM Sutherland Global Services – May 2011 PLATINUM ONE-YEAR TENURE AWARD Sutherland Global Services – May 2011