Skills
Office and Administration > Account Management
1-2 Years
Experience highlights
Operations Manager
AFNI Philippines Inc.
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December/2023
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Present
December 2023 - March 2026
Oversaw customer service and telco accounts through voice and chat support, ensuring quality interactions. Led teams by managing KPIs and driving sales performance improvements. Engaged with clients and analyzed data to enhance service delivery, while maintaining consistent operations in a fast-paced environment.
Project Coach
AFNI Philippines Inc.
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December/2021
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Present
Supported voice agents in retention and tech support, providing guidance to improve performance and productivity. Coached teams through feedback and training to boost quality and enhance the customer experience.
CRM Specialist
Quanlife Property Solutions
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November/2020
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Present
Create and manage sales pipelines to track lead progress. Set up automations and triggers for follow‑ups and reminders. Move leads in to the correct tagging categories for accurate segmentation. Perform skip tracing to enrich lead data with missing contact details. Track and monitor lead activity across calls, emails, and SMS. Generate reports on KPIs such as delivery, replies, wrong numbers, and conversions. Train team members on CRM best practices and workflow consistency.
Customer Service Representative
AFNI / Convergys / HKT Teleservices
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March/2013
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Present
Handled airline customer service with a focus on smooth travel experiences. Supported retention programs and managed billing inquiries with care. Developed strong skills in telco and sales, showing adaptability across different roles. Consistently maintained a customer‑first approach to deliver quality service.
