Jan 2022 – May 2022 · 4 mos · Philippines

• Provide managerial support as a liaison between office, subcontractor and customer and external customer service
• Ensure company partners are coordinating and performing all responsibilities in order to ensure job efficiency and
• customer satisfaction
• Resolve day to day issues of the assigned department, through innovative, cost-effective solutions
• Assist with partner audit and performance evaluations
• Assist in recruiting and selection of subcontractors
• Ensure all appropriate documentation and licenses of partners are obtained and maintained
• Orient and train new subcontractors on the proprietary management system

Nov 2021 – Feb 2025 · 3 yrs 3 mos · Berlin, Germany · Remote

• Organize communication via emails and phone calls
• Manage contact lists and organize managers calendars
• Create and review customer spreadsheets and keep online records
• Scheduling tasks and managing other appointments
• Attend client meetings
• Conducts recruitment interviews
• Do marketing and sales calls
• Interact with clients via emails, chats and calls
• Other tasks as needed

Nov 2019 – May 2022 · 2 yrs 6 mos

• Motivates team of call center agents on both inbound and outbound calls.
• Supervised team to make certain they answered questions knowledgeably and thoroughly.
• Monitor and supervise call center agents to ensure they followed computer-generated lead order and exhibited courtesy at all times.
• Did spot-checks listening in on calls to make certain team followed provided scripts.
• Ran monthly goal contests with rewards.
• Motivated team to meet monthly goals
• Give real time feedback and coaching to achieve 100% QA scores

Dec 2017 – Nov 2019 · 1 yr 11 mos · Dubai, United Arab Emirates

• Regularly works with top management, clients and auditors
• Efficiently plan and organize and coordinate assigned audits
• Compile and dispatch audit files to Quality Department
• Initiate and Organize Necessary Logistics (hotel booking, transportation , tickets, visa ) as required
• Data Entry into online tools and documents
• Maintain client documents in line with procedures
• Monitoring and Updating timelines on the audit Sharepoint files
• Facilitate communication with audit partners
• Promotes positive internal and external communication and positive teamwork
• Managing Customer feedback

Jun 2015 – Dec 2017 · 2 yrs 6 mos · Dubai, United Arab Emirates

• Establish and maintain client relationship
• Customer Service Management – attend to all customer queries, requests and complaints
• Maintain database and secure confidential customer information
• Oversee the development of project status through coordination with Engineering Department and Senior Management
• Report directly to Senior Directors and Owners.
• Prepare reports for client updates and cash receivables for Senior Management
• Maintaining diaries, arranging meetings, facilitate client meetings and coordinate with clients through e-mail, telephone and meetings.
• Create and maintain comprehensive project documentation
• In charge of Collection of Payments • Ensure all objectives of the project are met
• Ensure all quality standard procedures are being followed

Nov 2013 – May 2015 · 1 yr 6 mos · United Arab Emirates · On-site

• Identify the sales opportunities and presenting benefits and key features of products effectively to acquire new business.
• Communicate with the existing accountsto increase or maintain levels of the business activity.
• Work for meeting the targets of company so has to search constantly for new revenue generating chances.
• Increasing the client base so needsto develop and maintain new database contacts and details of potential customers as well.
• Prepare and manage correspondence, reports and documents.
• Maintains customer confidence and protects operations by keeping information confidential. ∙

Jun 2010 – Oct 2013 · 3 yrs 4 mos

• Manages and maintains team performances
• Conducts Coaching sessions and interventions as needed
• Catering to escalations from agents (supervisor calls/escalation emails)
• Report team performance and expected actions for challenges to Program Manager
• Handle administrative duties (i.e. employee file maintenance, management reporting, review, audit time sheets attendance records and communicate policy & procedure updates).
• Perform required quality monitoring. Perform other functions as directed by management.