Riz Yatco

Oversaw performance and development of Account Leads, providing coaching, conflict resolution, and support to ensure team alignment with company goals. Collaborated with Customer Success Managers and Support Teams to improve assistant performance, client satisfaction, and churn management.

Gathered publicly available information online, such as services offered, contact information, licenses/credentials, and social media accounts from company websites for various lines of businesses. Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.

Managed a team of virtual assistants, optimizing performance to meet client expectations and ensuring high-quality output. Provided coaching, training, and performance improvement plans to virtual assistants to enhance skills and client satisfaction.

Assessed clients in phone conversations as their potential customers and completed client surveys based on the call. Documented conversations by describing what went on during the call and sent feedback to clients through email and SMS.

Oversaw operations to ensure demo lessons, coaching, and evaluation sessions ran smoothly. Created monthly evaluator schedules based on operational needs and prepared performance evaluations of evaluators for the monthly shift bidding process.

Majored in Culinary Arts, gaining comprehensive knowledge in hotel, restaurant, and institution management. Developed practical skills in culinary arts, preparing for a career in the hospitality industry.