Roxan Vergara

ABOUT ME Total 15 years of work experience. An experienced Team Manager/Leader and Customer Support in the BPO Industry. I have a strong background in customer service, performance management, and customer success. Basic knowledge in Video and photo editing. ROXAN VERGARA EXPERIENCE May 2021 - Jan 2023 SKILLS Technical Support Outsourced Doers Inc Doer Success Leader Customer Service Support VA's performance, engagement, Video Editing development, and success by recognizing and Performance Management reinforcing opportunities for improvement. Coaching Data Entry Administrative Tasks Administer the Employee Performance Management Program, tracking and recording documents on HR files. Conduct monthly, quarterly, and annual EDUCATION Performance Reviews in line with the VA Performance Management framework and balanced scorecard and provide constructive 1999 - 2003 University of Southeastern Philippines Bachelor in Computer Technology [Undergraduate] feedback. Review and report on historical data via the attendance management tool, working closely with the Real-Time Analysts and Founder Success Team Act as a first level of escalation point, to receive feedback from Founders about their Doers and addresses any performance issues via the Phone: - Email:-Address: Davao City, Philippines Performance Management framework communicate achievements/compliments effectively, escalate any problems to the Client Service Manager EXPERIENCE Jul 2020 - Apr 2021 Outsourced Doers Inc Oct 2015 - Mar 2019 Conectys Philippines Inc Team Manager Team Leader Managed a team of Technical Support Support a Team of 10 Virtual Assistants to reach team of Customer Service Representatives for an their full potential and act as the point of contact for each of their Founders. Representatives for Hospitality Accountand a E-commerce account. Reviews work performance, motivates Run daily huddles with the team of VAs, and subordinates to work more effectively, identifies understand the roadblocks they're having. problems with performance and solutions to Conduct 1-1 session with the VA, should they those problems, determines training needs to need one. improve performance, initiates informal Review outputs of the VAs, provide feedback and measures to correct misconduct, or makes provide support. recommendations for formal discipline Quality Assurance Duties Dec 2019 - Jul 2020 Concentrix CVG Davao Team Leader Support a Team of Customer Service Representatives for a Telecommunications Company in the United States Reports on the overall performance of the team and suggest possible areas of improvement Supervises tasks, roles, and responsibilities of the team Regularly monitors the accuracy, completeness, and timeliness of completion of the duties for the team supervised. Sep 2014 - Sep 2015 Provides supervision and direction to subordinate staff and coordinates workflow Deals with day-to-day operational changes/instructions and Coordinates day-today activities Reports on the overall performance of the team and suggest possible areas of improvement Supervises tasks, roles, and responsibilities of the team Conectys Philippines Inc Technical Support Representative Jun 2013 - Apr 2014 Offsourcing Philippines Inc Quality Analyst Quality Assurance Duties Jan 2012 - May 2013 Marc 2019 - Dec 2019 Demand Science Team Davao Client Success Project Manager VXI Global Holdings Customer Service Representative Jul 2010 - Nov 2011 Serve as a liaison with Account Managers to ensure all client requirements are captured accurately and each client program is fulfilled on Sutherland Global Services Technical Support Representative time and with accuracy. Launch all client programs with our production Mar 2008 - Apr 2010 and technical teams. Collaborate/communicate with other departments to ensure the campaign’s order fulfillment. Month-end audit to all delivered leads Concentrix Philippines Technical Support Representative 2 Jun 2003 - Aug 2005 New Jersy Studio Digital Video Editor