Stephannie Valenzuela

I have 4 years of BPO experience in Business Sales Operations assisting North America, EMEA, and APAC Sales teams in handling online orders.

• I served as an Escalations Manager of our team- ensuring that all escalations and urgent emails are being responded promptly.

• I collected and consolidated escalated team issues that remain unaddressed for escalation to the team leader or manager (client) and/or to the Internal Unit Lead / as appropriate.

• I handled all the email inquiries and disputes from our stakeholders (Sales team, Collections team, supply chain, etc) and communicated to them through facilitating a call when needed.

• I also served as a Junior team lead of our team- providing monthly coaching to some of our team members regarding their performance, helping our team managers plan our daily operations, monitoring our team’s productivity and efficiency, ensuring that they are meeting their daily target and metrics, providing process training to our newbies, knowledge transfer and process documentation creation and review.

From my experience being an escalation manager and Junior team lead, here are some notable skills that I can provide expert assistance. I also completed extensive virtual assistant training wherein I learned various online skills.

• Strategic Planning- I experienced attending our strategic planning meeting. This was where we determined our strategic position, prioritized our objectives, developed a plan, executed and managed our plan, and reviewed and revised our plan.

• Email handling and etiquette- I have some experience managing Gmail and outlook. I have organized inboxes by identifying urgent messages, applying correct labels, sending replies, and assigning stars.

• MS Office applications- I have done various reports and presentations using Excel, Word, and Powerpoint presentations.

• Calendar/ Schedule Management- I have some experience using Microsoft teams in communicating with our clients and scheduling calls. I have plotted events, scheduled an appointment, assigned suitable labels, notifications, and dual time zones.

• Internet research- I have lots of experience in doing internet research. I use several search operators to find information more accurately. I have done researches to find products and companies. I have also presented data through charts and tables using Google docs.

• WordPress Management- I have some basic experience with WordPress. I have experience working around its admin panel. I created posts and pages and embedded videos.

• Business Process Improvement- I participated in process improvement initiatives and special projects as assigned. I also created process documentation and desktop procedures.

I'm pretty flexible with respect to working hours. Deadlines are sacred for me.