Roselene Balbarino

ROSELENE BALBARINO Bugas, Badian, Cebu Philippines 6031 Mobile no:-/ Email- ­­­ 6 plus years with Teleperformance Experience with Amazon Retail and Seller Support Worked as an SME, ATM Auditor/QA for Amazon SPS. Kaizen Certified-Amazon White and Yellow belt training completed Communicate in Japanese Monitoring and Observation Job and Responsibilities Help our associates in terms of the process and knowledge making sure that they’re all calibrated with the process Conduct Random check on Associates call Evaluate how associates drive on the call Monitoring and Observation Root cause Analysis Send communication and Feedback WORK EXPERIENCE Virtual assistant for Walmart drop shipping Product research Listing creating Upload listing Product sourcing Process orders Process returns, refunds, cancellation Monitor incoming orders Reply buyer messages Competitor analysis Cold caller from 123 website I used 3CX dialer Manually search the number to manta.com Real Estate cold calling from Convert wire I used MOJO dialer Calltools Google voice Calendly Amazon VA Knowledge with CRM Ability to use slacks, Monday.com Manage Amazon seller account from A-Z Creating listing manually and bulk using Amazon template Listing modification Upload listing Edit listings Fix stranded listings Creating variations manually and bulk using Amazon template Can manage to contact Amazon Support phone or email Download Monthly order reports Manage FBA shipment Manage MFN and FBA listing Supervisor Teleperformance Philippines- Cebu Philippines April 2021-Present Identify common and /or critical customer handling issues and escalate it to team manager with recommended solutions. Create effective performance improvement and professional development plans for the team. Monitor Adherence, productivity and quality statistics. Supervise a team of executes and support team operations meeting the needs of business by demonstrating excellent Leadership and interpersonal Skill. Provide accurate weekly specific performance report Construct and monitor performance improvement plans and work with executives to achieve objectives and performance targets QA (Quality Analyst) Teleperformance Philippines- Cebu Philippines August 30,2020 –January 8, 2021 Listen to associates call making sure they follow the correct process Conduct Random Audit for 14 associates per week and 2 cases per associate Root cause Analysis Conduct discussion to the a team assigned to me twice a week regarding updates and their Individual and team performance Provide help needed from the Team SME(Subject Matter Expert) Teleperformance Philippines- Cebu Philippines June 1, 2020 –August 29, 2021 Handle Seller’s inquiries regarding their selling account Communicate effectively Calm frustrated seller’s and provide them the best resolution and excellent service Support teams and provide best practices CSR (Customer Service Representative both Amazon Retail and Seller Support) Teleperformance Philippines- Cebu Philippines July 6, 2015 –May 2019 Handle customer’s and seller’s regarding their queries Always provide a great and excellent service as what they expected Provide options and alternative resolution Making sure that customer’s and seller’s will always happy before the call ended by providing them satisfaction EDUCATION College Cebu Technological University Moalboal, Cebu Philippines Bachelor of Science and Industrial Technology June 2011- March 2015 High School Badian National High School June 2007- March 2011 Badian ,Cebu Philippines 9th honorable Elementary Bugas, Badian, Cebu June 2001- March 2007 Badian, Cebu Philippines