Rea Mae R.

Adept in the following: ✔ MS Office: Microsoft Excel Specialist, Microsoft Word, PowerPoint ✔️ PDF Conversion | Transcribe PDF files into Word and Excel documents ✔ Google Spreadsheet, Google Docs, Web Research ✔ Data Entry, Data Mining ✔ Extract data from various sources and manage it in an organized computer-based system. ✔ Salesforce, Zendesk, and Hubspot expert I am highly organized, hard-working, and detail-oriented, with wide experience in the Business Process Outsourcing industry related to Social Media, Real Estate, and Healthcare offering variety of services especially Customer Service. I am highly organized and can prioritize workloads to achieve set goals and deadlines in the most efficient manner. Been in the BPO and KPO industry for more than 15 years, where I've enhanced my analytical and technical skills. Overall managerial skills include: - Handling regular and escalation tickets to boost customer satisfaction and meet the required KPI of the team. - Supporting and developing team members to hit the client's KPIs and improve operations. - Serves as a trusted, senior advisor to clients. - Helps clients manage the day-to-day operational activities of the accounts, including staffing, production, and process improvement efforts.  - Provides effective communication with team members and clients to create performance metrics, troubleshoot problem areas, and recommend corrective/preventative action. - Creates strategic plans and conducts process assessment and headcount planning; defines account-specific technical requirements and contributes information and analysis to strategic plans and reviews.  - Recommend policies, procedures, and systems relevant to the goals of the organization and client requirements.  - Conduct business reviews with clients to evaluate historical trends and ensure action plans are integrated into the process improvement initiatives. - Develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.  - Responsible for hiring and training excellent team members to meet client expectations.