Milanie F. Unabia

MILANIE FUENTES UNABIA EXECUTIVE SUMMARY My training and experiences developed the following skills where I find useful pursuing a home-based career: Property Management Facebook and Instagram Ads eCommerce Content Production Graphic Design Transcribing Data Cleaning Keyword research Lead Generation LinkedIn Marketing Viral Marketing Social Media and Management In addition, with my twelve-year exposure in the Call Center Industry, I have been exposed in both Operations and Quality department, thus enhancing the following competence: Organization Skills Team Management Data Analysis Root Cause Analysis Promotion and Selling Performance Management Coaching Excel Dashboards Automation _________________________________________________________________________________________ PROFESSIONAL EXPERIENCE HOME-BASED JOBS JUNIOR BUSINESS ANALYST - December 16, 2019 until recent LTVplus  Maintains all reporting and ensure it is updated on time  Create dashboards for all accounts  Responsible for improving all reports across all 8 accounts  Participates on client calls and discussions  Collaborates with different leaders to achieve results  Create and improve data presentations to the clients during meetings  Communicates analysis on the data based on trends and correlation DATA OPERATIONS ANNOTATOR - November 4-30, 2019 Datafox  Performs data cleaning in the list of companies all over the world  Ensure that no company is duplicated in our site  Checks for any relationship with the existing company in our site  Keyword search to ensure we have the correct information about the company  Providing suggestion for any of the following o name change o URL update o New location of the company o New logos PROPERTY MANAGEMENT Broker’s Property Agent – June 2017-May 2018  Promotes and sell housing projects in our area  Keep oneself updated on the new listings of the properties that our Broker covers  Visits each site and take good photos to be posted in the Facebook page  Ensures that photos are presentable and posts are informative  Ensure timely and prompt response of clients’ inquiry via messenger  Provides clear terms to the clients, the advantages of the property and how much they can save if they buy the property at an earlier time Airbnb – May 2016-April 2017  Handled 2 units to market and promote in Airbnb  Maintain the site’s presentation to the clients, ensuring all photos are updated, good quality and clear  Ensure prompt response to our clients’ inquiry via airbnb  Meeting the clients on time upon arrival and check-ins and ensure proper turn-over  Ensure the client has enough knowledge on the unit and the building, the inclusions of their stay as well as the don’ts  Book for cleaners to make the unit ready for the next client TRANSCRIPTIONIST – April 2015-Sep 2015  Listened to a recording and transcribe it  Sends it to the client on time  Communicate timely to the client for any update, challenges etc NON HOME-BASED JOBS OPERATIONS, MIS (Management Information System) EXECUTIVE July 2017 – Oct 6, 2019 Firstsource Solutions, Ltd.  Develops and maintains reporting to be sent across all levels and the management team  Updates the production floor on the teams with highest/lowest handling time to help them execute planning to meet goals towards the end of the month  Check TL’s coaching to ensure they follow the SMART and GROW format  Ensures that all departments are compliant in taking online courses as required for risk and compliance audits  Provides feedback to Operations on their performance and outlier customer care representative for them to provide feedback and coaching necessary for the team member’s development  Creates presentation for the managers to refer during readout meetings on weekly and monthly basis  Coordinates with different departments and lines of business to gather information necessary for the completion of the data presentation  Ensure deletion of ID’s in a timely manner for attrited employees  Provides running scorecard to team members and team leads to help in forecasting purposes on how to reach each team’s goal by month end  Helps other employees maintain reporting and provide orientation on template troubleshooting to ensure usual flow of data in each department and lines of business  Conducts basic training or orientation to team leads OPERATIONS, TEAM EXECUTIVE May 2016 – June 2017 Firstsource Solutions, Ltd.  Develops a strategy for the team to use to reach their individual goal  Provides any coaching that the team member need for his/her development, both personal and professional  Communicates clear instructions to the team members to ensure understanding and compliance of any new update and implementation  Listen to team member’s feedback  Manage the flow of the daily operation to ensure team members’ adherence  Distribute reports to team members to know their performance  Drives and develops performance especially to new team members  Develops and implement a time line for team members to reach their monthly goal QUALITY, MIS (Management Information System) EXECUTIVE Apr 2014 – May 2016 Firstsource Solutions, Ltd.  Ensures compliance and accuracy of the Quality Evaluators with their SLA’s  Provide guidance to the Quality Evaluators to meet goals based on the department’s SLA  Ensure accessibility to the team to address queries  Sends update on the team’s percent to goal to help them determine the number of evaluations required before the end of the month  Educate evaluators in managing data through orientation on different applications and reports in excel  Organized the team by ensuring uniformity and accuracy of data they upload  Drives compliance, productivity and accuracy not just from the Quality team but also for Operations  works on data and generate various types of dashboards, reports and ad-hoc requests  Analyze and present data on a daily, weekly and monthly manner  Works closely with Operations, Workforce and Training Department  Update the site on their performance and determine the site’s goal and KPI  Monitor and determine TL, Trainers and Evaluator’s scorecard on a weekly and monthly basis  Maintain a weekly and monthly scorecard for the team and ensure timely communication for any changes COORDINATOR, TRANSACT MONITORING Sep 2009 – June 2013 Convergys Corporation  Covers both Quality Supervisor and MIS/Reports Analyst Role  Maintains forecasting and staffing model on a regular basis to ensure goals are met every month  Develops Quality Evaluators through coaching and feedback  Ensures compliance and accuracy of the data by both Quality Evaluators and Team Leaders  Design, monitor and evaluate adherence to achieve business results and client satisfaction  Analyze results and trends on all quality metrics across all accounts  Provide data to support staff teams and Account Management on program level results/trends  Support management focus on call drivers  Drive Team Leader’s compliance on coaching and implementations  Participates on Continuous Improvement Initiatives along with my Manager  Develop strong working relationship with internal operations and management personnel  Assist in the development and coordination of new/scoring platforms  Developed fellow Coordinators’ ability to deal with excel formula manipulation, template making and data presentation EVALUATOR, TRANSACT MONITORING March 14, 2007 – Sep 2009 Convergys Corporation  appointed as a site owner, who handles the team like a supervisor  maintained the monthly assignments for each Evaluator  maintains staffing model and forecasting on a monthly basis to ensure fair distribution of Quality Evaluator’s tasks  Responsible for meeting departmental productivity requirements and compliance of the team  communicates weekly trends and analysis to the Operations Department  Monitors and evaluates a sampling of inbound, outbound calls and chat interactions  Reports results of evaluations to Quality/Operation Stakeholders  Facilitates and/or participates in Calibration sessions with Quality Leadership staffs, Operations, Program Management and Clients to ensure scoring consistency and best practices  Participates in internal quality audits  Facilitates Quality new hire presentations or refreshers CUSTOMER SERVICE REPRESENTATIVE Dec. 19, 2005 – March 13, 2007 Convergys Corporation  address customer billing and technical issues  promote, advertise and sell our products and services  exposed on saying no in an effective way  knowledgeable in relaying negative information without making it sound negative at all  assigned to do teach backs to a team member to improve customer satisfaction  skilled on relating and establishing rapport to customers  able to communicate to the customers well in an understandable way SERVICE CREW Aug. 2004-March 2005 Pizza Hut  Promote, advertise and sell our product  Assigned in cashiering and ensure monetary amount is identical with the database records  assigned to serve as waitress on peak time/season to avoid unnecessary delays to customer’s orders  makes inventory reports towards the end of shift PERSONAL INFORMATION       Date of Birth Age Civil Status Height Weight Religion November 28, 1982 37 yrs. old Married 5’1” 50 kg. Roman Catholic SEMINARS/ONLINE COURSES ATTENDED Oct 2019 Sep 2018 Feb 2017 Mar 2016 eCommerce Training Oct -19 Coaching: RCA and SMART Train to Retain Six-Sigma Yellow Belt Training Feb 2016 Sep 2015 Dec 2008 Jan 2008 Business Communications Training Facilitation Workshop and Seminar Six Sigma Fundamentals Quality and Customer Satisfaction _________________________________________________________________________________________ EDUCATIONAL ATTAINMENT Graduate School Bachelor of Arts in Education (Second Course) St. Theresa’s College Gen. Maxilom Ave., Cebu City SY Oct. 2004 – Oct. 2005 College Bachelor of Arts in Psychology St. Theresa’s College Gen. Maxilom Ave., Cebu City SY Oct. 2000-Oct. 2004 _________________________________________________________________________________________ REFERENCES Mark Sun - Assistant Manager – Quality (former) Firstsource Solutions Ltd; Quality Dept. Maricor Dy - Sr. MIS Executive – Operations (former) Firstsource Solutions Ltd; Operations Dept Rezza Suan - SeniorTeam Manager - Mortgage Firstsource Solutions Ltd.