Vanguard 20240423017

WORK HISTORY

SKILLS

February 2023- February 2024

Star Virtual Assistant / USA (Remote)

-Liaison between Process Development Team and Placements Team; responsible for any VA Replacements and/or add-on requests as part of the sales process.

-Manages 15- 25 Virtual Assistant-Client Pairs from Onboarding and throughout the partnership.

-Identify pain points of the clients’ business and recommend appropriate solutions. Helped increase in sales revenue by 20% offering add on Virtual Assistants to the clients.

January 2021- November 2021

Task Us / DoorDash USA and Canada (Remote)

-Ensures Teams are meeting goals and targets by 95% to goal on a Weekly and Monthly basis focusing on CSAT and Quality, Attendance and Average Handle Time

-Reduced escalation rate by 10% by resolving escalated issues arising from operations and requiring coordination with the in-shore partners.

-Collaborate with team members to identify process improvement, action planning, corrective actions and personal development.

February 2020- September 2020

EXL / IAG Australia (Onsite)

-Responsible for daily task monitoring to provide feedback and coaching of team members per the quality guidelines. Ensures complete and sound claim settlements and investigations are in accordance with company policies and procedures.

-Provided administrative support, including answering  phone calls, responding to emails, and preparing correspondence.

May 2017- February 2020

Alorica Teleservices / Paypal UK (Onsite)

-Encourages creativity, risk-taking, and continuous improvement by delegating tasks to team members.

-Conducts daily call monitoring to provide feedback and coaching to team members, ensuring adherence to quality standards and facilitating Quality Call Calibrations for internal and external clients.

-Spearheaded the launch of a new Line of Business for Disputes and Claims in the UK Market, including hiring, creating scorecards, processes, and incentive plans, while also facilitating final interviews and providing leadership training and support for Senior Agents.

March 2015- March 2017

RMS Collections / T-Mobile PrepaidUSA (Onsite)

-Analyzed performance areas and implemented action plans to enhance employee effectiveness, leading to improvements in key metrics such as Customer Satisfaction, AHT, OCR, Quality, and Attendance.

-Handled escalation level calls from representatives and clients, demonstrating effective conflict resolution skills and maintaining client satisfaction.

-Conducted Learning and Development Trainings, participated in Quality Assurance Call calibration sessions, processed timesheets, managed performance, and played a key role in interviewing and hiring processes to ensure the selection of skilled and qualified candidates.

March 2009- September 2014

Teletech / T-Mobile Postpaid USA (Remote)

supporting voice and non-voice Telco US market, ensuring timely processing and approval of timesheets for accurate agent payments.

-Resolved escalated service calls with diplomacy and tact, prioritizing client satisfaction and addressing client needs effectively. Achieved and surpassed key success metrics including myVOC, AHT, OCR, Sales, Quality, and Attendance, through continuous improvement strategies and team coaching.

-Conducted Monthly and Quarterly Performance meetings, facilitated Quality Assurance call calibration sessions, and provided ongoing support and training to equip the team with necessary tools and skills for success.

-Demonstrated outstanding performance, earning commendations for initiative, enthusiasm, customer focus, and dependability, while mentoring new hires, conducting training sessions, and consistently exceeding client goals, resulting in recognition as Agent of the Year and top-ranking agent for Q4 2010.

SYSTEMS AND TOOLS