Skills
Project Management
5-10 Years
Client Management
5-10 Years
Advanced customer support
5-10 Years
Performance Reporting
5-10 Years
Procedure Development
2-5 Years
Root cause analysis
5-10 Years
Experience highlights
Account Manager & Data Analyst
Independent Contractor
·
January/2023
–
/
Responsible for ensuring quality assurance and call monitoring to maintain compliance and optimize performance. Key tasks include identifying short billable/non-billable calls, monitoring daily caps and EPCs, tracking call paths for conversion improvements, and confirming weekly billables. Additionally, the role involves conducting compliance checks, sending daily reports, and managing essential campaign documentation to support seamless operations.
Account Supervisor
Sitel Philippines
·
January/2019
–
Present
Led a team of 15 employees, managing hiring, training, and professional development to enhance productivity and efficiency. Provided strong leadership to maintain smooth operations, optimize workflows, and reduce production errors. Spearheaded special projects, resolved complex challenges, and contributed to financial forecasting for accurate budgeting. Oversaw payroll tracking, conducted new hire training, and served as a sales coach to improve site performance. Developed SMEs through training,
