Rebecca R.

I am a self-motivated individual, seeking for a position in a well-established Client that will provide opportunities for career advancement that suits my qualifications. I can work under minimal supervision and I can guarantee a finished task that will exceed Client's expectations. I am very good in multi-tasking but I can ensure Clients with a good quality of work at the same time. I worked in the call center (BPO) industry for more than 8 years. I started as a Technical Support Representative in 2006, months after I graduated college. I handled email/chat technical support in my first call center employer (December 2006 - June 2008), Sykes Asia Inc. It was VoIp account and we catered technical assistance globally. After that, I worked in Convergys Philippines as a Technical Customer Assistant for a telephone company (November 2008 - July 2010). I handled technical assistance for a bundled account --- VoIp, TV and internet connection. In 2010, I was promoted as a Workforce Analyst. I was a Real Time Analyst for Global accounts in my previous employer (August 2010 - November 2012). I handled multiple LOBs - onshore and offshore. In 2012, I moved up as a Workforce Supervisor. I solely handled workforce management --- scheduling, real-time monitoring, reporting and admin support for the agents' tool (inContact). I worked with them from November 2012 until February 2014 and was able to get a certificate for being one of their Star Leaders. Unfortunately, the company migrated to India and they need to close the site here in Manila. Few of my responsibilities were providing ongoing support and oversight of the day-to-day call center operation as it relates to schedule adherence and call center performance; Create short term and intermediate term workload forecast and schedule for client services resources; and, Generate and automate daily, weekly, monthly, and quarterly workforce productivity and adherence reports using WFM and contact center tools (IEX, Avaya, CMS, Skype for Business). In March 2014, I decided to pursue my career online and started working as a freelancer. Below are the jobs I have completed throughout the years (outside Upwork jobs included): - Article (Ghost) writer for an auto-detailing website in 2014 - Inside Sales Agent (Appointment Setter) for Real Estate companies in the United States with MyOutdesk Philippines from May-December 2014. - Customer (Email) Support for a Dropshipping company in Taiwan (laptop and phone cases) from December 2015-October 2017. - Customer (Email) Support for a Dropshipping company in UK (Health Supplements) from August 2017-January 2019. - Customer (Email) Support/Trainer/Team Leader for a YouTube Influencer from July 2017-January 2020 - Client Success Specialist (Quickstart) - Senior Customer Ambassador (Phones) for Elance and Upwork (previously oDesk). - Social Media Manager (Facebook Moderator) for a local business in the Philippines - Third-party Recruiter for a Call center in the Philippines - Senior Payment Resolution Specialist for Upwork - Email and Chat Support for a Dropshipping company in UK (Mobile Technology) As of writing, I am working as a Global payments Lead. I assist our small team with any escalations, trainings (and training decks), reports and data analysis, UI and system improvements and testings, etc. I am also responsible in contacting our payment vendors, assisting billing inquiries and escalations and payment processing. I also handle Tax support, billing exceptions, refunds, and other payment-related issues. Other responsibilities are payment operations (including bank tracer/recall requests, garnishments, financial reconciliation, 1099s support, etc.), assistance with financial risk operations (loss mitigation) and chargebacks (loss recovery). Some of the tools I have used: -IEX -inContact -GMT -Zendesk -Salesforce -Live Chat -Infusionsoft -Fonality -PBX -Top Producer -Fidelity -CINC -Boomerang -Zillow -Boomtown -Mojo -Vulcan 7 -Kajabi -Looker -Idiomatic -Shopify -Magento