Skills
Communication Skills
2-5 Years
Critical Thinking
2-5 Years
Time-management skills
2-5 Years
Multi-tasking
2-5 Years
Team development
2-5 Years
Experience highlights
Team Leader, Operations
Virtual Staffing, LLC
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May/2023
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Present
I lead and support a team of 30-50 virtual assistants, monitoring communication channels, resolving timesheet disputes, and addressing client-related issues. I coordinate VPN access, track performance metrics, analyze data, and conduct daily coaching sessions. My role involves managing administrative tasks, onboarding new team members, and fostering a positive team culture.
Operations Manager
Afni Philippines Inc.
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July/2022
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Present
I managed five team leaders, providing weekly one-on-one coaching and training on updates and performance targets. I created SMART action plans, maintained coaching log documentation, conducted daily huddles, and attended quality observation sessions.
Team Leader, Operations
Afni Philippines Inc.
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March/2018
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Present
I supported 15-17 agents through weekly coaching, training on client updates, and performance monitoring. I developed SMART action plans, conducted live monitoring sessions, and provided real-time assistance through Slack.
Subject Matter Expert
Afni Philippines Inc.
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March/2017
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Present
I assisted new agents with product questions, provided real-time feedback, and helped them achieve performance goals.
Customer Service Wireless Chat Representative
Afni Philippines Inc.
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March/2016
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Present
I handled customer inquiries, bill issues, product questions, and device troubleshooting through live chat, using Nuance.
