Raymond Ritzi Roxas

RAYMOND RITZI ROXAS PROFILE OPERATIONS MANAGER TEAM LEADER VIRTUAL ASSISTANT EXPERTISE: CUSTOMER SERVICE TEAM MANAGEMENT OPERATIONS MANAGEMENT EDUCATION Strong desire to acquire new knowledge and skills. Proficient in using Microsoft Office tools and other software. Adept in using WordPress, Shopify, Woocommerce, Asana, Simply-CRM, Freshdesk, Zendesk, Xero, Nectardesk, Capsule CRM, Airtasker, TradifyHQ, Monday, Zopim, all live chat software, and many more. Has knowledge in team leadership and operations management. Strong communication skills in English both verbal and written. Effective leadership and business operations skills. I have a background in being part of a team in charge of the operations in a customer service company. I have managed small businesses and projects such as ECommerce, Real Estate, Startups, SAAS, Auto Sales, Travel & Tourism, Health, Web Hosting, Pharmacy, Government, IT Services, Small Business, Fashion & Apparel, Jobs & Education, Hotels& Restaurants. - AMA UNIVERSITY Business Management CONTACT --Bulacan, Philippines WORK EXPERIENCES CUSTOMER SERVICE MANAGER JINAN703 NETWORK CO.LTD September 1 - December 16 2022 Manage, hire, supervise, and, onboard support agents. Order management and monitoring using Woocommerce and Alibaba Chinese software. Managing 4 Ecommerce websites. Coach agents Organize daily and weekly team huddles Organize training for team members to improve processes and to ensure everyone is calibrated. The right hand of the CEO and primarily in charge of the business operations. Optimize workflow and processes. Set short-term and long-term KPI targets Review and analyze team progress and performance. in charge of resolving disputes, chargebacks, and customer complaints. Managing quality assurance Organize the team's schedules Monitor 24/7 business and team operations. TEAM LEADER HARD RUBBISH 2 GO GARBAGE COLLECTION SERVICE July 10 - September 17 2022 Manage, hire, supervise, and, onboard the entire remote team. Manage Social Media accounts. Facebook, Instagram, Twitter, LinkedIn, and YouTube. Responsible for updating website content and other details in WordPress. Run, manage account payables,, and send invoices using Xero. Organize daily and weekly team huddles Managed a team of experts responsible for email marketing, SMS marketing, Google Ads, and Facebook Ads. The right hand of the CEO and primarily in charge of the business operations. Optimize workflow and processes. Set short-term and long-term KPI targets Review and analyze team progress and performance. Calendar Management Managing booking requests. Organize the team's schedules Deliver end of day and end of week reports. OPERATIONS MANAGER 365 CHAT SUPPORT FZE DUBAI July 2016 - March 2021 LIVE CHAT, CUSTOMER SERVICE, EMAIL AND ADMIN SUPPORT SERVICES. DIGITAL MARKETING, LEAD GENERATION, INBOUND CUSTOMER SERVICE COVERING SALES AND TECHNICAL SUPPORT. Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions Recruit, select, train, assign, schedule, coach, counsel, and discipline employees Monitor client leads. Submission of weekly and monthly client reports. Oversee budgeting, reporting, planning, and auditing. Identify and address problems and opportunities for the company. Build partnerships with other companies and clients. Plan and review compensation actions; enforce policies and procedures Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends. Work closely with the CEO to set and/or implement policies, procedures, and systems and to follow through with implementation. In charge of the day-to-day operations. Managing agents and clients. Payroll - Review and approve all operational invoices and ensure they are submitted for payment Develop client knowledgebase and analyze process workflow. Chat Monitoring, Coaching, and Feedback Sessions Responding to client emails and calls Real-time live chat monitoring Client Billing Improving performance and securing compliance Review business objectives. Afni Philippines Stream Global Services October 2014 - May 2016 September 2012 - March 2013 VERIZON WIRELESS MICROSOFT XBOX LIVE COACH TECHNICAL SUPPORT REPRESENTATITVE Part of the training Team. (Nesting/Learning Lab) Some roles are: Develop agent/team strengths and improve weaknesses Identify team goals and evaluate team progress Motivate agents and other team members. Do mock chats to enhance communication skills and product knowledge. Audit Chat Transcripts and real-time chat monitoring. Coaching agents on a daily basis. Monitor agent KPI’s/Metrics Participates in agent's deliberation. Work on the end of the day, weekly, and monthly reports. Directly reports to the operations manager. Leadership Training Certificate. PRIDE: Leadership and Development Training NEE Certification: Certified Coach for New Employee Experience training curriculum. Responsible for taking incoming live chat inquiries for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service. Provide responsive and competent live chat support to customers in the areas of problem-solving and handling customer inquiries. Delivering and exceeding customer-specified service levels for handle time. Apply basic working knowledge of systems, procedures, customers, products and processes to perform assigned functions with moderate reliance on others for direction. Provide responsive and competent customer support. Learn, understand, retain and regularly update and demonstrate product/process knowledge. Convergys Philippines February 2011 - August 2012 COMCAST Telus International Phils April 2013 - August 2014 DELL COMPUTERS SALES EXPERT Answer inquiries via live chat and phone. Supported up to 5 concurrent chats. Maintain detailed knowledge of major competitors and baseline knowledge of all other competition. Lead efforts to design and deliver customized solutions to meet customers' needs. Provide quotation and upsell products. Generating leads. Meeting or exceeding sales goals. Negotiating all contracts with prospective clients. Helping determine pricing schedules for quotes, promotions, and negotiations. CUSTOMER ACCOUNT EXECUTIVE Prompt chat and email responses to customers. Document each customer's question or problem as well as the resulting answer or solution. Develop customer service solutions. Maintain service level. Identifying and assessing customer needs to achieve satisfaction. Resolving issues and troubleshooting technical problems Upselling other services. Collecting and analyzing customer feedback Developing and documenting knowledge into helpful content Handled billing, technical, and sales-related concerns.