Calabarzon, Philippines
Company: Neuron Credit Financing Inc. (Atome) Position: Collection Training Analyst (Collection Operation) Account: All Collection team Responsible to New hire and On-boarding, keeping all the data and information organize and analyzing where the trainee will fit. Provide needs and improvement base training to tenured agents base on their roles Provide trainees base in accordance to the operational needs Leadership training to Assistant team leader. SOP Updates and alignment for operational changes. ------- Company: Neuron Credit Financing Inc. (Atome) Position: Team Leader (Collection Operation) Account: M2 Bucket Assigned to the M2 bucket which the highest bucket to call out (15 to 30 days past due). Provides immediate resolutions to problems and complaints raised by client, including payment arrangement. Assigned and unassigned special case accounts. Coordinate with other team and department for quick resolution. --------- Company: Sterling Global Call Center Position: Team Leader and Admin assistant Account: PLDT, SMART, SUN CELLULAR AND SMARTBRO (INBOUND AND OUTBOUND) UNIVERSALIZE Assigned to the Telesales/Telemarketing Hotline Operations Handles inbound team who caters over-the-phone sales and after sales. Provides immediate resolutions to problems and complaints raised by subscribers at the point of interface and or channel this information to the internal departments concerned such as Wireless Centers, Technical, Billing and others for proper action. Provides adequate staff are reporting on the operations floor and oversees manpower scheduling. Ensures strict implementation of processes and system requirements which includes service performance reporting and tracking, operational procedures, and other company approved/issued policies and procedures. Defines, develops, implements, and maintains the customer satisfaction metrics which includes participating in building and maintaining processes, service standards, policies, documentation, and tools. Ensures quality objectives are met. Retention (re-contracting) VPD (Out of contract accounts) IVPD (Payment commits/ Responsible for IR, Memo and oversees manpower scheduling Recovery Team provides immediate resolutions to problems and complaints raised by subscribers. ------- Freelance encoder at Galore TV °Contributed in populating company e-commerce sites' product catalog by uploading products through Magento platform using Excel.
• Responsible for all the report of the Quality audits. • Monitoring work progress to ensure that deadlines and goal are met same with quality standards are upheld • Organizing workflow and ensuring everyone from the team understand their duties or delegated tasks. • Manage and monitor the team and ensure the proper presentation and performance of products and customer satisfaction. • Report quality metrics and ensure that all member is calibrated • Responsible to the Capacity planning, scheduling, performance evaluations, coaching, variance and guidance to ensure that the team is meeting the goal. • Provide correct data, insights and recommendation base on the operational needs • Business review presentation. • Coordinated with Operation, training and client vendor to ensure team satisfies customer production requirements and product quality standards.
Responsible to New hire and On-boarding, keeping all the data and information organize and analyzing where the trainee will fit. Provide needs and improvement base training to tenured agents base on their roles Provide trainees base in accordance to the operational needs. Coordinate with the operation to help them meet agent KPI and coordinate to Quality assurance team to make most quality customer experience.
Handled inbound and outbound of local Telco ( Smart, Sun Cellular, Smartbro and PLDT. For Sales, Telemarketing, Customer service and delinquent accounts for postpaid lines.