Manager/VA

Overview

Looking for full-time work (8 hours/day)

at $8.32/hour ($1,600.00/month)

Bachelors degree

Last Active

August 24th, 2025 (307 days ago)

Member Since

July 27th, 2024

Profile Description

As a dynamic corporate employee, I skyrocketed from agent to manager, mastering diverse programs such as healthcare, fraud, finance, and omnichannel. I earned accolades like Best of Breed and Unsung Hero while piloting training initiatives in Florida, Chicago, and Arizona, and supporting teams across the Philippines in Laguna, Davao, Manila, and QC. I successfully managed and mentored a team of QA evaluators, and supervisors, driving excellence across all functions. Fueled by a passion for continuous upskilling, I blend my expertise in leadership, training, and client relations with a love for reading and hiking. Each challenge energizes my commitment to innovation and achieving outstanding resultsTraining Expertise:
Onboarding Program Development: Designed an interactive onboarding program for new trainers, enhancing their performance and leadership skills, and creating opportunities for advancement.Curriculum Revamp: Updated training methods with role-playing and real-life scenarios, improving new hire performance and earning client recognition for innovation.Multi-Skill Training Module: Created a cross-training program for versatility in handling various client processes, boosting agent flexibility and efficiency.Attrition Reduction: Addressed high turnover by improving onboarding, recognition, and career development, leading to increased team stability and better client service.Post-Training Expertise:Customer Satisfaction: Enhanced satisfaction scores through training focused on empathy and active listening, directly improving client interactions.Quality and Compliance: Raised quality scores and ensured compliance with targeted training, aligning with client requirements and industry standards.Pre-Training:Role-Specific Competencies: Established key competencies for customer service roles, using structured interviews and simulations to assess candidates’ skills and fit.Culture Fit Assessments: Developed assessments to ensure alignment with company culture, improving long-term success and client satisfaction.Quality Management Expertise:Quality Standards: Set clear performance benchmarks, ensuring consistent quality and client satisfaction.
Monitoring and Auditing: Conducted regular audits and used quality assurance tools to maintain high service levels and address issues proactively.Root Cause Analysis: Performed data-driven analysis to identify and resolve quality issues, implementing targeted improvements.Culture of Excellence: Fostered a high-performance culture with recognition programs and collaborative practices, motivating teams and enhancing client relationships.Client-Facing Interactions:Client Collaboration: Engaged with clients to understand their needs and integrate their feedback into training and quality initiatives.Performance Reporting: Provided clients with detailed performance reports and insights, demonstrating the impact of training programs on service quality.Data Analysis:Data-Driven Decision Making: Used performance data and analytics to drive improvements in training programs and quality standards.Trend Identification: Analyzed trends to address recurring issues and refine training approaches, ensuring continuous enhancement of service quality.