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Florence
fcapala@yahoo.com
+63917-309-5217
Door A-8 Oyson
Cebu City, Cebu 6000
Virtual Assistant (Part-time)
18 years experience W2
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Average rating
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Summary

Experienced Operations Team Leader with a record of managing customer service support teams in the Travel and Hospitality and Healthcare verticals within the Call Centre Industry.

Experience
Virtual Assistant (Part-time)
Nov 2018 - present
Perform daily administrative tasks while supporting the team remotely including managing calendars for operational tasks and property maintenance, scheduling meetings and appointments.
• Regularly respond to property inquiries on property websites and other platforms, manage adverts, listings and bookings.
• Provide customer service as first point of contact from tenants in the properties and resolves complaints, issues and service requests.
• Manage business emails and handle client and tenant inquiries.
• Follow up with pending cases and update reports regularly.
• Liaise with business partners, builders and other maintenance contractors to ensure efficiency in property management.
No skills were added
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Consultant/Private Secretary
Feb 2018 - May 2018
PHILS.
• Creating project proposals gearing towards improvement in the rural areas of the 3rd District.
• Travelling to rural areas and meeting with officials, agricultural specialists and community members to discuss projects aligned with the district's vision, mission and within the government allocated budget.
No skills were added
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Team Lead
May 2014 - Jan 2018
Convergys Phils. Inc. - Cebu City, PHILS.
• Managing a team of agents who handle concerns from healthcare providers and planholders.
• Supervising, coaching, mentoring, motivating, providing team members with daily metrics and statistics and setting clear goals and targets.
• Monitoring team performance, working closely with an Operations Manager to provide analysis and trending on identified KPI's and creating initiatives to improve performance.
• Implementing new initiatives, processes and ensuring full understanding in all team members.
• Monitoring real-time service level, handle time, calls in queue, abandoned call rate, call drivers, schedule adherence and time keeping.
• Attending regular and unscheduled staff and client calibration meetings.
• Taking escalation calls if the Tier 2 team is unavailable.
• Delegating tasks to team members based on performance and capabilities to promote recognition.
• Performing quality audit evaluations to validate standard policy compliance and proper call handling.
• Facilitating assigned training workshops as part of initiatives and projects to upskill agents to aid in performance improvement.
• Organizing and facilitating team building and company engagement activities.
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Tier 2 Team Lead
Aug 2008 - Feb 2014
Aegis Peoplesupport - Cebu City, PHILS.
• Managing a team of Tier 2 agents with specialized skills, also called subject matter experts (SMEs), who take escalations to handle complex issues.
• Supervising, coaching, mentoring, motivating, providing team members with statistics and setting targets.
• Documenting and escalating critical, real-time issues to the client.
• Monitoring real-time service level, handle time, calls in queue, abandoned call rate, call drivers, schedule adherence and time keeping.
• Attending regular staff, client and quality calibration meetings to discuss policies, updates, performance and strategies.
• Delegating tasks to team members based on capabilities to manage follow ups, pending escalations and ticketing reissuance deadlines.
• Approving and authorizing payouts for agent and system errors.
• Taking manager escalations during unavailability of Tier 3 specialists and outside of US business hours.
• Attending team uptraining especially Amadeus GDS training to be aligned with processes.
• Facilitating Tier 2 recruitment process by conducting interviews and examinations to filter qualified agents.
• Handling account validations to assist HR in validating pre-qualified applicants if they are perfect fit for our account.
No skills were added
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Financial Broker (Part-time)
Banking/Financial
Jan 2004 - Jan 2011
PHILS.
• Helping clients understand the concept financial management.
• Introducing pre-need, health care and non-life insurances.
• Assisting clients invest on mutual funds.
• Planning and creating strategies to stabilize the client's financial foundation through our company.
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Information Technology
Nov 2004 - Jul 2008
Aegis Peoplesupport - Cebu City, PHILS.
• Taking consultation calls as the subject matter expert on product knowledge.
• Taking escalation calls as supervisor from front line customer service representatives.
• Escalating manager calls to Tier 3 onshore specialists and overriding processes per standard procedures.
• Handling critical processes and complex technical procedures outside of Tier 1 capabilities.
• Utilizing WORLDSPAN and SABRE GDS aside from web-based client tools to monitor, process and quality check transactions.
• Providing support via phone, email and chat to optimize feedback and resolution.
• Identifying agent errors by in-depth research and processing fixes using all applicable tools and access.
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Customer Service Representative
Jan 2004 - Oct 2004
Aegis Peoplesupport - Cebu City, PHILS.
• Taking inbound international calls as frontline customer support representative.
• Processing voids, exchanges, cancellations in WORLDSPAN.
• Booking flights, hotels, cars and arranging packages for US domestic and international travel.
• Taking consultation calls as an online travel consultant.
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Cashier - Monitoring the cash breakdown from all other points of sales
Oct 2002 - Aug 2003
Service Crew Phils. Inc.
• Express and Take Out counters - selling take away products and reconciling sales the end of the shift.
• Cashier - Monitoring the cash breakdown from all other points of sales.
• Dining - Providing excellent customer service to dining customers following the keys in dine-in essentials.
No skills were added
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Cashier - Monitoring the cash breakdown from all other points of sales
Feb 2002 - Aug 2002
The French Baker - Cebu City PHILS.
• Cashier - Monitoring the cash breakdown from all other points of sales.
• Dining - Providing excellent customer service to dining customers following the keys in dine-in essentials. Additional Trainings Basic Lean and Six Sigma - October 2017
• Management technique to business performance improvement focused on eliminating waste and ensuring efficiency, eliminating defects and reducing variability, variation and design, as complementary disciplines aimed at promoting "business and operational excellence" COPC Certification (Customer Operations Performance Centre) - September 2010
• Standard of internationally used operations management system for handling customer contacts. Measurement of performance and quality of customer contacts. Showcase practices observed in high-performing operations, reviews of benchmark performance levels, and comparison of the client organization's processes and performance to these benchmarks.
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Edit Skills
Non-cloudteam Skill
Education
ETEEAP Undergraduate
University of San Jose-Recoletos 2007
PHILS
French Language Course 2007
Electronics and Communications Engineering Undergraduate
University of San Carlos 2004
PHILS
University of San Jose-Recoletos 2002
Elementary and Secondary
Saint Joseph's Academy 1998
Business Administration
not provided
Mandaue City, Cebu, PHILS
Maternelle Academy
Skills
Data Analysis
2018
14
Quality Assurance
2018
14
Supervisor
2018
14
Customer Service
2014
6
Data Entry
2014
6
Languages
English, Fluent/Bilingual