Francis Ventura

Entered and organized large volumes of data from PDFs and spreadsheets into client databases, ensuring formatting and technical requirements were consistently met. Improved workflow efficiency by 40% through custom templates and process optimization, and trained team members on data handling updates.

Supervised 2 customer service teams totaling 30 agents, ensuring high performance and productivity while maintaining a consistent 4.5/5 CSR rating and 98% QA score. Conducted monthly performance reviews and provided coaching to support team development, keeping average call handling time under 5 minutes.

Researched customer inquiries to deliver accurate information and timely resolutions, maintaining 90% QA and 98% attendance. Handled up to 3 concurrent chats, prioritizing tasks efficiently to ensure customer satisfaction.

Reviewed applicant profiles and forwarded qualified candidates within a 1-hour turnaround time, consistently meeting KPIs including 5-minute handling time and 95% quality score. Achieved 100% attendance and zero tardiness during entire tenure.

Maintained a 30% collection rate by building rapport and understanding customer needs, negotiating full payments while keeping average call time under 7 minutes. Consistently achieved a ‘Promoter’ Net Promoter Score (NPS) through customer-focused communication.

Studied the principles and practices of hotel and restaurant operations. Gained knowledge in hospitality management, food and beverage services, and customer relations.