Southworx Autocare

Manage day to day operations, budget management, service fulfillment and customer experience, service of a one-stop car shop in this progressive city I call home.

Service offered are as follows:
- Auto Painting, Collision Repairs & Restoration
- PMS, Oil Change & Tune Up
- Auto Repairs & Diagnostic Scanning
- Under-chassis & Suspension Repairs
- Manual & Automatic Transmission Rebuild
- Brake S

1.) Facebook Marketplace Seller – March 2016 to Present
• Achievements - Highly rated seller based on customer reviews – Customer Service, timely communication, pricing and negotiation, item description
• Joekicks Online - seller of original Nike and Adidas shoes at below SRP
• 2nd hand Cars
• Real Estate
• Smartphone
• Medical Supplies
• Aircon
• Gadgets

2.)Shopee Seller – March 2020 to Present

Managing a high-performing team of 4-wheel Drivers and Helpers as its third-party logistics partner for an online grocery store. Performance tracking, payroll, HR and Recruitment, training and coaching.

As a Quality Management Supervisor, I am tasked to regularly manage, monitor, review, and evaluate
the performance of the Customer Care Operations and our BPO partners which includes all Team Leaders, SMEs and Customer
Service Representatives in four (4) of our Operations LOBs as follows:

- Inbound Team (Customer Service Calls from internal and External Clients)
- Outbound Team (Cancellations, Re

As a Quality Assurance Specialist (QAS) I am tasked to regularly monitor, review, and evaluate
the performance of the Operations Department involving all Team Leaders, SMEs and Customer
Service Representatives in four (4) of our Operations LOBs as follows:

- Inbound Team (Customer Service Calls from internal and External Clients)
- Outbound Team (Cancellations, Replacements, Returns and Order Ver

As a Quality Assurance Officer (QAO) I am tasked to regularly monitor, review, and evaluate
the performance of the Operations Department involving all supervisors, customer
service representatives and sorters.

The mission of the QA team is to enhance and extend current quality practices, and to educate by sharing its learnings and perceptions. Results of the team’s work are meant to create effic

As an Operations Supervisor, I am tasked to regularly monitor, review, and evaluate
the overall performance of the Operations Department involving all team leaders, customer
service representatives for the Australian Embassy - Visa Processing.

Managing overall performance of 3 Operations Supervisors, 24 FTE direct reports (Customer Service Representatives) interms of productivity, quality assurance, training, schedule adherence and revenue profitability of assigns APAC Accounts (Microsoft CRM, Intune and Office 365 and Symantec for processes such as;

- Business Development
- Demand Generation
- Outbound telesales
- Appointment Setting

Managing overall performance of 30 FTE direct reports (Customer Service Representatives) interms of productivity, quality assurance, training, schedule adherence and revenue profitability of assign Australian BPO client - True Local (SEO multi-media company)

Currently handles the overall operations of the business
Business hours are from 9am-12am on weekdays and 8am-12am on weekends
The internet shop offers Internet, Online gaming, Photocopy services, typing jobs and other value added services with a trained customer service officer supervising the daily operations
Daily tasks are hourly audits, sales performance of business and maintaining excellent

Achievements

• Was able improve the current processes in place, suggest and implement new processes needed to improve operations, Quality Assurance and Training and IT platform.
• Created E-mail Etiquette and Business Writing Modules for Business Transcriptionist training guide for existing and new hires reference.
• Address and resolved client escalations, concerns and queries through email an

Essential Job Functions

• Responsible for ensuring and overseeing both company and client quality and efficiency standards are met.
• Establishes quality policies and procedures based on client’s requirements and
standards.
• Coordinates with training department to provide feedback that will be useful in determining training requirements.
• Identify ongoing needs to assess and develop programs.

Essential Job Functions:

• Responsible for ensuring and overseeing both company and client quality and efficiency standards are met.
• Establishes quality policies and procedures based on client’s requirements and
standards.
• Coordinates with training department to provide feedback that will be useful in determining training requirements.
• Identify ongoing needs to assess and develop programs.

Essential Job Functions:

• In charge of Managing Program(s) or Campaign(s) assignments. Leads the team to consistently exceeding targets in the areas of Sales, Customer Service, Technical Support, Email, Productivity, Quality Assurance and Attendance or Schedule Adherence as outlined by Linksolutions BPO, Inc. and its clients.
• Shall be the client(s) main point of contact upon turnover of the Cl

Essential Job Functions


1. Manages Call Center Representatives (CCR’s) in identifying, recommending and implementing changes to improve quality and performance of the team
2. Constantly evaluates the performance of each CCR within his/ her team through weekly Performance Quality and Attendance (PQA) scoring; maintains objectivity in the rating process by ensuring that the ratings are supported i

• Handled a Team leader and 30-60 Agents for Directory Assistance and enhanced services for Telecoms and Wireless utilities in the US Track.
• Daily tasks are monitoring, coaching, mentoring, daily operations reports, Team Stats and approving and editing Team Lead and CSR’s punches and updating Team Attendance Tracker.
• Weekly and Bi-weekly tasks are pulling up QA Scorecards, Updating Productivit

• Went into management and leadership training with Ed Linger (Training Manager) for 2 weeks and 3 weeks OJT on the sales floor for Compu Credit.
• Handled a team for Digital Video Vision, selling Dish network: a leading satellite TV in the US. Handling 12 agents, managing overall performance of the team on a daily and weekly basis – June 2005.
• Doing daily duties such as monitoring, mentoring an

Telemarketing, acquisition, retention and customer service of outbound accounts or programs for small and medium sized businesses such as;
NOL (National Online Services) Website advertisements - Sept. 2003 to Oct. 2003.
AT&T SOE: Bundled local long distance and toll free telecom services - Nov. 2003 to December 2003.
B2B Advantage: Website advertisement plus online legal services - January 20