VANESSA V. SALCEDo
Las Pinas City
Contact #:-
Email Address:-Skype ID: vanessa.virata5
OBJECTIVES:
To find a challenging position with growth opportunities, where my experience will be of value and fully utilized. As a person, I am cooperative, well liked and self-motivated, and I feel that my expertise, enthusiasm and dedication make me an asset in any organization.
EXPERIENCE & EXPERTIES:
ACCOUNT MANAGER:
In-charge of creating and developing best practices and strategies to further support the different project disciplines. Helping oversee the day-to-day Operations assigned.
Resolving problesm that may arise and deal with all staff issues. Facilitate client meetings as needed, Creat and develop strategies that will help ensure and increase client/employee satisfaction and retention. Coordinate with the other departments regarding the client and staff inquiries, request, etc.
TEAM LEADER:
To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management. To offer creative solutions. Delivery of team sales, service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership for a team of 17 and developing future leaders.
TRAINER:
Conducts new hire classes for contact center Customer Service Representatives, Support Staff and Leadership. Conducts classroom training on product releases, support tools, processes and policies updates. Coaches and mentors new hires through shadowing/nesting and on–the-floor support, to improve performance.
Generates reports and tracks progress of trainees and personnel during training period. Maintains a level of expertise regarding business processes, corporate initiatives, and has a thorough understanding of training program and Quality Call Monitoring guidelines and Operation metrics.
RECUITMENT SPECIALIST:
Conducts Interview and Profiling for applicants, provides feedback to the applicants results, conducts phone interview for initial up to final interview.
BUILDING CLIENT RELATIONSHIP:
Responsible for all internal communications and coordination with company and clientele. Serves as operations interface for clients serviced in location including representation in client updates, action planning, and strategic discussions. Collaborates with peer group for clients to ensure consistent customer experience.
WORK EXPERIENCE:
1000 calls daily - Feb. 2017- Sept.2017
Virtual Assistant- (Home-based)
DUTIES & RESPONSIBILITIES:
Answer and direct phone calls
Organize correspondence and answers emails
Research materials and sources for presentations
Prepare and organize databases and reports
Manage social media accounts and replies
Handle confidential employer and client information
Take notes or transcribe meetings
Arranges travel itineraries, books flights, car rentals, and hotel rooms
Schedules meeting spaces and conference rooms
Create purchase orders, track and manage payments
Present excellent customer-service skills with customers and clients
Schedule meetings and arrange employer’s calendar
Deliver messages and mail on behalf of employer
Manage filing systems, update records, and organize documentation
Prepare and create PowerPoint presentations and materials as needed
Provide support to agents and brokers during the sales process, including preparing documents, scheduling appointments, and sending emails.
Maintain client database (CRM) and communicate with customers, other agents, and service providers throughout the closing process.
Produce listing marketing materials (printed collateral, websites, etc.) and assist with social media campaigns
We Are Offshore Pty Ltd.- August’2015- December’2016
Operations/ Account Manager
DUTIES & RESPOSIBILITIES:
Conducts Interviews for applicants
Facilitate Training
Submit daily/weekly and monthly reports to clients
Coordinate with Payroll for disputes
Create and plan commission scheme and targets for operations
Reports directly to the client and Implement rules and guidelines according to client specifics or account specifics, to ensure KPI, metrics are met.
Helps oversee the day-to day operations assigned
Help develop the team and ensure best practices are kept
Client Management and Reporting
Coordinate with other departments for any client and staff concerns/ requests etc.
Perform other duties assigned.
Citigroup- March’2014- August’2014
Customer Solutions Officer
DUTIES & RESPONSIBILITIES:
Handles Inbound Calls for Citi Australia customers
Assist customers regarding their credit card concerns
Facilitate training and share best practices
Provides First call resolution
Performs other duty assigned
Sykes Asia– May’2011- January’ 2014
Collections Specialist/ Team Leader
24/7 Customer Phils.-July’2008- May’2011
Customer Relationship Manager/Sales Coach
TELETECH Makati- Oct.’2006- July’2008
Customer Service Associate
EDUCATIONAL BACKGROUND:
Business Administration
UNIVERSITY OF PERPETUAL HELP
Las Pinas City, Metro Manila-
PERSONAL INFORMATION:
SSS NO.:
TIN NO.:
PHILHEALTH NO.:
SPECIAL SKILLS
Typing 45wpm, 10-key 200 strokes per minute
Bookkeeping
Computer proficient (Microsoft OS)
Fluent in English both in speaking and writing
CHARACTER REFERENCE:
Available upon request.
