Maureen Stephanie Borja

Maureen Stephanie B . Borja ADMINISTRATION SUPPORT PROFESSIONAL Block 21 Lot 1 Phase 5 Corner Emerald & Onyx St. Felizana Estate Subdivision Pasong Buaya II Imus Cavite, 2000 Contact Number:- Email:-Skype: mausteph888 Reliable, success-driven and competent professional with 8 years’ hands-on experience in administrative support tasks. Well versed in performing a variety of support services; entering office data into tracking systems, producing reports, and maintaining and updating records. Excellent verbal and written communication skills. Dedicated to utilizing professionalism in the field of administration and support services by working effectively and consistently. PROFFESIONALEXPERIENCE General Manager | for RealEstate Inside Sales Agent Campaign MYISA | Homebased Company August 2017- September 2018 •Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities. •Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. •Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes. •Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. •Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements. •Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. •Contributes to team effort by accomplishing related results as needed. Virtual Assistant | Appointment Setter for RealEstate Campaign 1000callsaday.com | Homebased company November 2016- July 2017 •Responding to emails and phone calls •Scheduling meetings •Perform market research •Manage a contact list •perform various administrative tasks, including answering emails, scheduling meetings •Worked with Realtor based in Denver Colorado Since December up to July 2018. •Making 2-3 appointments per day along with Market Updates Appointment Setter/ Administrative Assistant/Lead Generation Specialist SourceFit PH October 2015 – April 2016 • Take information from supervisors regarding cold / warm calling techniques • Call potential customers by following calling list provided by supervisors • Greet customers as they pick up the phone and introduce yourself and the company • Provide information regarding the service or product in question • Answer any questions that the potential customer asks to the best of ability • Make sure that the potential customer is not interrupted during conversation or questions • Take information from potential customers regarding their specific product or service needs • Jot down all information on a piece of paper or directly on to the company database • Ask potential customers of a particular time when they will be free to receive calls • Set appointments with potential customers at their convenience • Express gratitude to potential customers for their time • Assign a member of the sales force to each potential customer by providing briefs of conversation and customer needs • Ensure that sales force member follows up with potential customers • Document all calls made to potential customers Student Support Representative : Briston Virtual Services: Microsourcing PH June 2014 – October 2015 •Offering a diverse range of support services to an award winning Australian College where students have the option to study a large variety of Diploma level qualifications. •Further supporting tutors and College senior management by tracking student progress, scheduling appointments for both tutors and students, maintaining database systems and performing a large number of administrative tasks to ensure smooth communication and workflow between the College and students is maintained. CTT (Coach Track Trainee/ Team lead apprentice) for Virgin Australia Airlines : SITEL Philippines July 2011 – May 2014 • Demonstrated knowledge of contact center operations and customer support. •Supervisory skills (including tools, processes and systems knowledge). •maintaining Service level of program though guiding agents with their Coaching opportunities. •Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals. •demonstrating and sustaining commitment in conducting business, by socially and environmentally responsible manner. •Ensure Client and corporate service, quality and contribution goals financial, metric and associate satisfaction goals within the site are met. •Provide Leadership and management to Associates; provide training and development of supervisory team. level 2 Support Professional; Sirius XM Satellite Radio : Stream Global Services August 2010 – June 2011 •Handling customer inbound calls. •Ensuring issue resolution and customer satisfaction. •Mainly focusing on handling of Billing concerns, refunds and activation request. Program also expects up selling •For the clients. Handling assistance for level 1 agents and accepting their escalation calls. Operations Team Lead/Coach; Virgin Mobile USA: ICT Marketing Services Inc. July 2007 – July 2010 • Handling of about 20 agents and responsible for monitoring Key performance indicators on daily, weekly and monthly reports basis including: •Managing Absenteeism rate •Customer Satisfaction/ QA Monitoring Report •Team Adherence / Variance Report •Managing Service level •Monitoring agents real time and random (Calibrated calls) to maintain excellent customer service •Handling supervisory calls/ escalating customer issue to Headquarters when necessary •Facilitate agent coaching sessions and triads with team supervisors •Generates agent “SCORECARDS” monthly reports to qualify for company incentives and bonuses. •Process the completion of all huddles, billable and non-billable training of agents. •Creating and issuing of Corrective Action Forms, Performance Improvement Plan of agents whenever necessary. PRACTICE AND TEACH ; • Legged Stool : ESAT - Employee Satisfaction = Most important part of the stool because our advisors gives us our results and without them we won't have anyone to support. •Attrition / Attendance / Variance / Adherence and so on and so forth SSAT - Shareholder's Satisfaction = these are the owners, stockholders - profit (once in charge of getting clients for investments) •NBM / Attendance / Variance / Production Hours and so on and so forth CSAT - Client's Satisfaction = Clients are concerned of two parts of the business (Business part / Quality part) •Attendance / SVL / AHT / BB% / CC Reg / Adjustments / CLR EDUCATIONALBACKGROUND BachelorofScienceinNursing: June2003–June2007 University of Perpetual Help Rizal-Molino Imus, Cavite HighSchoolHomeStudyProgram: June2001–May2003 Angelicum College of Quezon City. FreshmanandJuniorHS: September1996–July 2001 Tennyson High School Hayward, California USA MiddleSchool7&8Th Grade: September1996 –July 1999 Caesar Chaves Middle School Hayward, CA USA 6Th GradeElementary: September1995–July1996 Harder Elementary School Hayward , CA US GradeSchoolElementary: September1990–July 1995 John Brensigner Elementary School Jersey City, NJ US EXTRA-CURICCULARACTIVITIES PartTimeOnlineEnglishTutor:RareJobPhilippines March 2014 - Present Teaching online English and Conduct tutorial lessons to Japanese students for an ESL online tutoring firm in Japan and the Philippines SEMINARS/TRAININGS C.R.E.S.T.S(ICTMarketingServices) ATTENDED June 2008 ( Coaching Readiness on Enunciation Speech And Telephone Skills • Training on Phonetics, grammar, effective call resolution, importance of coaching, coaching skills and attitudes and effective coaching process Managing Team Metrics (SITEL PH) October 2013 Leadership Training for Team Leads conducted by Jones Salvador Instant Coaching (Sitel PH) October 2013 Training/ Seminar for Team leads on how to properly and effectively Conduct coaching sessions. Conducted by Jones Salvador Building A Coaching Environment-(SITEL PH) October 2013 Seminar/Training for Team leads on how to build a proper Coaching environment. Conducted by Marcia Sherwood Action Planning-(- SITEL PH) November 2013 Seminar/Training for Team leads on how to create and effective Account plan. Conducted by Dilyanna. Managing Schedule Adherence -(SITEL PH) April 2014 Seminar/Training for Team leads on how to manage and demonstrate Appropriate scheduled adherence. Queue Management for Coaches -(SITEL PH) April 2014 Seminar/Training for Team leads on how to execute proper Queue distribution Managing AHT and Service Levels -(SITEL PH) April 2014 Seminar/Training for Team leads on how to handle and manage Service Levels. CITZ (Coaching in the Zone) -(SITEL PH) March 2014 1 month leadership training for Team leads/Coaches Effective Email Writing Training -(Briston/ Microsourcning) November 2014 Training on how to properly conduct and effective email. Effective Email Writing Training -(Briston/ Microsourcning) April 2015 Training on how to initiate and effect lesson plan and presentation for students. SKILLS Technical •Microsoft Office •Outlook •Excel •PowerPoint •Booking Engines; GDS & Saber Personal •Fluent in speaking and writing in English •Excellent communication skills •Accustomed to multi-tasking •Willing and eager to learn new skills •Respectful of workplace policy and procedure •Optimistic •Respectful and courteous REFERENCES BrettNoordink:- Client Account Supervisor: Briston Virtual Services MaximeJavier:- Distance I.T. Services Team Leader:: Briston Virtual Services: NellyLongboy:-/- Operations Manager: SITEL PH