Elma Matos

As the Administrative Staff Team Leader, I oversaw the daily review of team members’ tasks to ensure accuracy, maintain high-quality standards, and meet critical deadlines. I am proficient in using NetSuite for invoice generation and regularly prepared detailed weekly and monthly reports for the Accounting Department, including bank, credit card, and reconciliations.

Processed and reconciled driver remittances following order deliveries, ensuring timely and accurate handling of cash and electronic payments. Managed driver payment disbursements, maintaining detailed records, and ensuring compliance with company financial procedures.

Conducted weekly coaching sessions to identify and improve areas of opportunity, align individual performance with career development goals, and discuss actionable strategies for growth. Led and implemented project initiatives aimed at improving First Call Resolution (FCR) by identifying root causes of repeat contacts, optimising workflows, and enhancing knowledge resources.

Assisted customers in successfully obtaining membership rebates by clearly explaining eligibility requirements, guiding them through the application process, and ensuring timely and accurate rebate fulfilment. Provided comprehensive account support, including handling customer inquiries, resolving issues with precision and professionalism, and documenting interactions in adherence to company polic

Spearheaded B2B outreach initiatives, promoting SEO services to drive client acquisition and retention. Consulted with small business owners to enhance their online presence and improve search engine rankings.

Assisted in processing and tracking online pet medication orders, ensuring accuracy and timely delivery to customers across multiple regions. Managed and resolved customer inquiries and concerns with professionalism and empathy, enhancing overall satisfaction and client retention.

Trained, coached, and supervised a team of sales agents, ensuring consistent adherence to campaign objectives and professional standards. Monitored and enforced quality assurance protocols, ensuring all communications met compliance and client expectations.

Led, trained, and mentored a team of sales agents, equipping them with the skills and tools needed to meet and exceed performance goals. Monitored and analysed key performance indicators (KPIs) to identify areas for improvement, implementing targeted coaching strategies that boosted overall team efficiency and conversion rates.

Promoted PLDT DSL, IDD/NDD telecom services, and targeted telesales strategies, effectively communicating product value to a diverse customer base. Processed and verified credit card applications for leading financial institutions, ensuring accuracy, compliance, and secure handling of sensitive customer data.

Studied a comprehensive curriculum focusing on Filipino language, literature, and culture, with a minor specialization in Mass Communication. Developed strong communication and analytical skills through coursework and practical applications.