Tanya Balonglong

TANYA BALONGLONG Email:-Skype:-- Professional Summary            More than 11 years in the Call Center industry. Worked in the Recruitment Department for an Insurance Company and a Real Estate company for more than 7 years. Extensive knowledge of principles and methods for showing, promoting, and selling products or services, including marketing strategy and tactics, product demonstration, sales techniques, and sales control systems. Manage the Event Management team in all areas of recruitment, induction and training, allocation and performance. Supervise and enable creative people through planning, inspiring, delegating and continually reviewing and monitoring working practices and patterns Permanent awareness of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Identifies potential campaigns by researching industry and related events, publications, and announcements; tracking individual contributors and their accomplishments. Closes new business deals by coordinating requirements, developing and negotiating contracts; integrating contact requirements with business operations. Protects organization’s value by keeping information confidential. Supervised and trained group to make sure the organization’s CSR component runs smoothly with the help of valuable human resources. Ensuring volunteer training, recruiting new staff, organizing events to attract new members, and managing budgets and resources. Experiences Virtual Assistant: Recruiter for a Real Estate Company (January 2018 to December 2018)  Bring in Real Estate Professionals into the organization.  Engage with Real Estate professionals both new and experienced demonstrating to them how we can take their business to the next level.  Outbound and inbound agent recruiting efforts, both cold and warm.  Contact potential real estate agents to communicate the benefits of joining our team; articulate value proposition, and compensation plans when appropriate.  Schedule potential agent recruitment appointments with Branch Managers and maintain recruiting records as needed.  Pre-interview over phone and/or in person to qualify candidates to present to Branch Managers.   Strategically partner with Branch Managers to recruit, schedule appointments, interview and provide candidate information. Offer input into hiring candidates and making at times hiring decisions. Work as a team to achieve recruiting metrics. Part time Online Tutor (Bizmates: October 2017-February 2018)  Teach Business English to Japanese professionals using Bizmates methology.  Guide Japanese professionals in their business communications concerns. Part time Online Tutor (ABC360: October 2016 up to September 2017)  Supports Chinese students in learning a particular course.  Review class material with student by discussing text, working solutions to problems, or reviewing worksheets or other assignments.  Provide feedback to students using positive reinforcement techniques to encourage, motivate, or build confidence in students. Sales Head Coach (NTUi: 2013 up to 2017)  Overseeing the design and delivery of all training programs and monitoring calls for quality assurance.  Conducts sales training to new and tenured call center agents.  Involves in strategic planning in improving performance and selling skills of agents.  Motivate and help agents to achieve high performance.  Designs sales training materials on company products, business practices, and call center practices.  Provide in-depth one on one coaching, training and follow-up to optimize sales and customer service  assist in developing sales scripts, training and workflows  Supervise coaches on coaching styles to meet targeted sales goals.  Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.  Involves in recruiting and hiring new personnel  Trains new and current Coaches.  Develop and motivate Constituent Relationship Specialists.  Attend quality calibration calls and provide recommendations Events’ Head and Corporate Citizenship (NTUi: 2013 up to 2017)  Lead the Special Events team on developing a full and coherent programme of events which reflect both the strategic research priorities of our organization as well as topical and timely international relations developments.  Liaise internally with External Relations colleagues as to their event requirements, and provide clear direction to colleagues as to what their roles and responsibilities are in relation to event formulation and delivery.  Negotiated and booked venues, transportation, hotel rooms, F&B, speakers, A/V, entertainment, etc.  Managed Event Venue including but not limited to event staffing, catering contact, building operations, event set-up and break-down.  Planned and coordinated menus, set up details, rentals, and desired specialty items with clients.  Prepared Event Stats, material and content for the speaker  Track and report costs, sales, and other various event statistics for each event   Created cost savings by implementing and researching new vendors and negotiating with partnered vendors Lead on project and event management activities – including ensuring the event programme is completed to specified and pre-agreed deadlines, the invitation and management of speakers and moderators, and overseeing and organizing events Comfortably directed and supervised a diverse volunteer program known as the Bayani Challenge consisting of 450 people to provide care to for the less privileged. Planned and executed all orientation programs and training for incoming and current employees. Responsible for organizing a response volunteer team within 24 hours to assist in providing care to over 150 victims of Typhoon Haiyan and Typhoon Lando.     Increased the quantity and productivity of volunteers while managing the program.  Planned and implemented Volunteer awareness Events, parties and special events.  Coordinated marketing, fundraising, and volunteer recruitment events. Account Developer (NTUi: 2013 up to 2017)  Coordinate with Account Managers in managing account activities and processes.  Analyze and resolve client queries in accurate and timely manner.  Maintain positive working relationship with clients for business growth.  Develop and maintain client reports.  Provide excellent customer service to ensure customer satisfaction.  Ensure client deliverables are in accordance with company standards.  Execute and manage assigned work within allotted timeline and budget. Part time TESDA (Technical Education and Skills Development Authority) Trainer for Finishing Course (2012 up to 2017)  Analyze performance gaps and provide recommendations to meet target metrics    Proactively develop activities or modules to supplement existing programs or initiatives Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews Propose continuous improvements in performance coaching and training processes Coach (NTUi:-)  Motivating call center agents to achieve high performance  Overseeing the design and delivery of all training programs  Monitoring calls for quality assurance, recruiting and hiring new personnel  Responsible for the quality review of inbound and/or outbound telephone and email inquires of call center phone representatives to ensure accurate information is provided professionally, courteously and consistently. Online Tutor (2012)  Teaches English to Taiwanese online and casual conversations for their daily use.  All my students were professionals thus; I help them out with their reports and with their presentation.  Assess the student’s abilities and submit progress report. Team Leader (NTUi:-)  Set targets for all other call center agents to meet up with  Monitor all calls to ensure that due procedures and quality standards are strictly adhered to  Facilitate and organize training session for all agents and participate in recruitment of new call center agents  Conduct regular review of all call center agents performance and organize training sessions for under performers  Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times English Tutor (Private 2009)  Conducts one-on-one English class with Korean nationals. Call Center Agent/Telemarketer (Client Logic and NTUi:-)      Influences customers to buy or retain product or service Captures vital information like Social number, financial information, birthday etc. Documents transactions by completing forms and record logs. Maintains quality service by following organization standards. Contributes to team effort by accomplishing related results as needed. Certifications Inspiring Leadership through Emotional Intelligence (2013) Online Non-credit course offered by Case Western Reserve University (www.coursera.org) Think again: How to Reason and Argue (2013) Online Non-credit course offered by Duke University (www.coursera.org) Life and Leadership Mastery Program Life Strat International and Leverage Works (2010) Managing Interpersonal Communication and Relationships in the workplace (2010) POTENT!ALS Developing People Through Coaching (2010) POTENT!ALS PGMA scholarship: 100 hours training for call center agents (2005) TESDA Volunteer Member for NTUi’s Community Service (2013 up to present) Member 1. Reinforce the social responsibility policies of the company through internal communication. 2. Attract new recruits by ensuring a positive public perception of the company. 3. Ensure that promotion from within is taken seriously by the management. Gawad Kalinga Management Team Active volunteer for different GK activities such as Bayani Challenge (Heroes’ Challenge), Kusina ng Kalinga (Kitchen Care), Paraisong Pambata (Activities for the kids) etc. Education Saint Louis University (2001) Bachelor's Degree B.S. Psychology Easter College (1997) High school Antipolo Lady of Lourdes (1994) Grade School