Alicia Fernandez

ALICIA FERNANDEZ QUEZON CITY, PHILIPPINES Value Statement: I wanted to obtain a position where I can effectively utilize my expertise in customer service and telemarketing, enables me to use my skills and make a positive contribution. For me nothing beat experience, I believe that my years of experience and achievements will make me a very competitive candidate. Highly focused and goal oriented type of person, works hard to ensure that I provide exemplary service to my clients and superiors. Summary of Qualifications: 1. I am responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving 2. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Other key responsibilities include supporting the Operations Manager; providing leadership, guidance and support to the assigned team. Prepare and present weekly, monthly special reports. 3. Customer Service Professional Professional Experience February 1, 2014- August Concentrix Daksh Quezon City, NCR Assistant Manager: Managing a team consists of 15 individuals and responsible for the day to day work, process flows, and constantly endeavoring to be able to lead the team from the front. Ensure that we would be able to hit AHT target of 550 and SLA by doing real time support to the agents, floor visibility and take in calls if que spikes. Provided first call resolution and ensure to reach cust satisfaction by suggesting methods to improve area operations, efficiency and service to members QA of team should end at 97.5%, this is done by maintaining high quality of service to our members/customers, by providing coaching to agents w/ opportunities and ensure that they have appropriate training and other resources May 2006- January 2013 Sitel Corporation Quezon City, Philippines Coach Awarded as top team lead, director’s choice award and flawless execution awardee for exceeding clients’ expectation Promoted as shift manager, managing dialer and strategize files that will run for the day just to ensure that we have sufficient leads to dial Primarily responsible for a team that perform outbound calls according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting client goal. August 2005- May 2006 Sitel Corporation Quezon City, NCR Customer Service Professional  Awarded as top agent for consecutive months and 1st Quarter Top Agent for 2006 Do outbound sales call to US-based clients; and Addresses inquiries and concerns of the client in every call. Sells the following products: AdvantageCare Plus, Preferred Home Network, Financial Insider and Smart Step Insurance. OTHER EXPERIENCE: (Home-based) ACCOUNT MANAGER: Job description: 1. Make outgoing calls according to call scripts templates and information base Call types: - Present website iBride.com to the vendors and get a permission to upload vendor’s packages on iBride.com. Explain how iBride.com works, rules iBride for vendors. Ask to confirm uploaded packages and receive additional information (if it needs) - Other kinds of call-scripts are agreed separately 2. Work with email-correspondence: - send email-templates - compose or create the new email-templates, if it needs - give the answer for incoming emails from vendors using the information base and scripts - discussion / meetings with supervisors - meetings and conference calls - filling the weekly report in Google Documents VA - Deal Searcher / Assistant / Appointment Setter Responsibilities include property searching online, setting appointments and general assistance to the overall business. - Call Handling - Email management - Arranging contractors to carry out work at properties - Arranging viewings for potential clients - Administrative tasks – Scanning / Extracting Information / Typing Letters / Tenancy Application Process TELEMARKETER/ REAL ESTATE AGENT: -Make Outbound calls using a script to obtain leads -Record the phone calls or at least be able to add leads to an excel spreadsheet. Sales associates and Lead Gen -to set up demos for our golf course management software -extract leads using zoho Phone Research For Travel Company -call restaurants and bars in our area of Las Vegas, NV (many hundreds of them) and inquire regarding current food and beverage specials, happy hour specials, ongoing specials and events, and enter the results into a spreadsheet Telemarketing support Tele-marketing assistant to help invite companies to job fair/ events. Writing Emails to follow up on inquiries Appointment Setter Real Estate Pull leads, scrub leads using RedX platform and MOJO Dialer in calling and managing follow up with the ability of setting appointments of potential seller leads for Real Estate team located in Pacific Standard Time. These leads are Expired Listing and For Sale By Owner's Tasks include the following: Log into Redx daily with a set time Ask the seller if they are interested in selling. Provide a daily log sheet with seller information Follow Up system. Schedule appointments ISA- Telemarketer AU account (market update) Appointment Setter Lead Gen Specialist Loan approver Mortgage Specialist Chat Support Relevant Training: Inside Sales Agent - training knowledge Inside Sales 101 for different lead types, Objection Handling, Scripting, & Pre-qualification Buyer and seller real estate practices including documentation per transaction type. Acquisition and liquidation of Bank Owned property Bank qualifications/approval for Short Sale; REO property Internet Marketing forms, lead sources, Lead Generation & CRM or database entry Common Lead Management systems including Boomtown, E Edge, Market Leader, and Tigerleads Education - Polytechnic University of the Philippines Quezon City, NCR Bachelor in Office Administration Recognition/Awards: Best team- 2014 Flawless Execution Awardee- 2013 Best Coach for 2010 Sitel’s Directors Choice Award – 2009 Best Team and Best Coach – 2009 - 2010 Best Team and Best Coach (Entire BU) – September 2006 – January 2007 Top Agent 1st Quarter of 2006 Top Agent MSM B2B account 2005 Tools Handled • Microsoft Dynamics • Zoho CRM • Dropbox • MS Word • MS Excel • Data entry • Chat Support • Order Fulfillment • Google Sheets • Ring central • Adobe PhotoShop Other Fields of Expertise: • Online teaching • Outbound Telemarketing • Inbound customer service support • Medical Health insurance Benefits and claims representative/support • Email customer support • Team management