Rio Simbulan Basilio

 rio simbulan basilio 568 Balite St. San Vicente Apalit Pampanga - ▪ Skype:- Objectives Maximize my team leading experience as a Virtual Assistant in this challenging environment, guiding by example and utilizing vast experience in directing a team towards it objectives within the deadlines and thus achieving the corporate goals with a progressive company where I can utilize my excellent office skills. Experience Customer Success Specialist Time Doctor February 2018 to January 2019 Work directly with customers to enhance their overall user experience and point of contact between the company and customer Interfaces with Operations and Sales leadership to effectively resolve customer escalations or in establishing cross functional strategy. Directly interface with senior leaders from customer organizations. Investigates and resolves problems and customer requests. Maintains categorization of incoming customer communications and tracks resolution process. Delivers timely reports to support Customers, Sales, Operations, and Senior Leadership as required. Monitors Customer Health in terms of satisfaction and expansion with the service Customer Success Manager ITD Cloud Services February 2018 to July 2018 Handle a team of appointment setters and sales agents Coach and provide real time feedback to agents to make sure they are following set of guidelines Call listening session with the Sales Manager and Daily Team Appointment/Sales Read out Call to follow up on existing leads and close the sales made by the team Prepare quotations and contract request to different service providers to provide to the customer Update Salesforce on the current status of the existing leads and distribution of leads to the team. AVP - Operations Iqor PhilippinesJuly 24, 2017 – October 26,2017 Coach and provide real time feedback to team members on a daily basis Calibration and call listening session with the Quality Team for process alignment Call listening session with individual members and team to enhance customer experience Handle Escalated calls and issues Analyze team and individual performance to identify Big Rocks Team Huddles and Meeting to cascade updates and feedback Call listening session, live, barged or side by side with the agents on a daily basis Reports generation and Analysis to track team performance and trends Team Lead    January 12, 2015 – June 30, 2017 Convergys Philippines Services Corporation Facilitate daily and weekly Team huddles for updates and feedback Call listening and calibration session to enhance Customer Experience Coach and provide real time feedback to team members on a daily basis Handle escalated calls and Proactively call customers back as Recovery Effort Generate and Analyze reports on a daily basis to improve performance and trends Analyze individual performance of team members and motivate them to perform better Up-training and continuous team member’s talent development Team Lead December 2012–December 16, 2014 Convergys Philippines Services Corporation Set and execute action plans to achieve maximum performance to achieve company goals Responsible for improving the team and facilitating the communication among the members of the team Perform the task s of monitoring, organizing, coaching team on a daily basis Handle escalated calls, complaints, questions, queries as required Generate and analyze reports on performance and targets Conduct training and continually develop talents of direct reports Subject Matter Expert January 2011 – December 2012 Convergys Philippines Services Corporation Floor walk and provide real time support to Transition Production agents Create training materials for updates and up training Conduct training for refresher for focus agents Prepare KPI read out deck for assigned Metric Handle Tier 1 and escalated calls Technical Support Representative November 2008 – January 2011 Convergys Philippines Services Corporation Handle inbound Tier 1 calls Upsell and offer package upgrade Resolve technical concerns with utmost professionalism Customer Service Representative              April 2008 - September 2008 Tele Tech Customer Care Management         Manage and receives inbound calls Provides customer service and sales Handle inbound calls with utmost professionalism Branch Sales Consultant                                                        March 2005 - February 2008 CitiFinancial Corporation under J Reynolds Direct Sales Inc.            Marketing and solicitation of loan accounts and renewals Sales monitoring and forecasting Sales call and collections Key Skills Proficient in MS Office (Word, Excel, Power point) Data entry (45 WPM) Proven Ability to make the right decision Able to work on deadlines Having a responsible attitude and able to train new staff Able to delegate and prioritize tasks Demonstrable good written and verbal communications skills Ability to work as part of a team or on own initiative Education Bulacan State University June 2000 to March 2001▪ BSE Social Sciences 3rd Year New Era University June 1995 to March 1999▪ AB Economics 4th Year Under-Graduate References Available upon request