Sellicha Ildefonsa Sombillo

I have a total of 6+ years of experience in the BPO industry;

3 years of which is doing technical and customer support and the other 3 -4 years is as one of the admins in a telemarketing company.

Email Correspondence & Management – Main person communicating with clients through email and making sure all emails are answered in a timely manner. I also proofread and edit all emails to ensure they are professionally written.

Quality Assurance Manager- Listening to no less than 100 appointment calls every day. Evaluating the quality of appointments, making sure they are valid and good quality leads. I also set a more organized and efficient practice in evaluating these calls which was later on adapted by succeeding

QA’s.

Communication and Product Knowledge Trainer – I have set the trend in doing more dynamic and zestful training sessions. I do 4-6 hours of training to new hires daily while at the same time handle a team of appointment setters. I am also responsible in proposing and conducting regular up-skill training.

Team Manager – I was instrumental in bringing a group of newbies and under-performing agents to gradually learn more skills and become top-notch agents and get the highest appraisals. Strong encouragement and leadership by example are the significant tools I took advantage of, supplemented with up-skill training, one-on-one coaching and fun activities that keep them high-spirited.

Operations Manager / Team Lead Manager- Responsible for over-all operations. Conduct regular brain-storming sessions to continually improve company processes. I mainly go in-between training, management and the production floor making sure all operations will run effectively and efficiently. I head a group of team leaders sharing best practices, improving and implementing different activities in the production floor to keep the agents energetic and focused.

Additional Skills:

• Schedule and calendar management.
• Equipped with knowledge in CRM’s, collaboration tool and auto & predictive dialer.
• Multi-tasking while not letting quality suffer.
• Knowledge in various video and chat platform (Viber, WhatsApp, Skype etc.)
• Basic photo and video editing.
• Consistent follow through is my other strength as a leader.

Qualities:

• Being an excellence whore is my strongest skill set. I can't sleep properly knowing I can do better, but didn't.
• Organized and loves learning new things. 
• Strong intensive and extensive research. 
• Excellent listening, negotiation and presentation skills.
• Excellent verbal and written communications skills
• Proficient in MS Office and Google docs.

I don’t have a problem taking on additional tasks.

I am dependable and independent.