Angelo Misa

Objective My mission is to become a key asset of the business and its operations by ensuring that all tasks are accomplished in a timely and efficient manner while providing quality results. I am a performance driven individual who always welcomes challenges, with tenure in both inbound and outbound campaigns for financial, technical support, sales and customer service roles. I also have experiences in escalations, mentoring, SME and being a Manager.  I have excellent communication skills both written and verbal, decision making and problem-solving skills coupled with initiative and accuracy to provide the customer with an efficient and positive experience that result in a high rate of customer satisfaction. I am a proactive person when it comes to both my own personal development and improvement of work related matters by being resilient and receptive to feedback which makes me strive to always improve and constantly look for opportunities to learn and do better with everything that I do. I am a very energetic employee with a consistent track record in meeting productivity targets in all areas. Work Experience Florida Platinum Real Estate [November 2016 - December 2016] • Inside Sales Agent [Home Based] - Initiate outbound calls to new and old leads to set appointment with Outside Sales Agents. - Determine lead’s motivation and pre-qualify for home hunting service for buyers or for home evaluation service for sellers. - Nurture old leads for future contact. - Follow up with leads by calling to confirm appointments or sending email/sms. - Update lead info on CRM (CINC - Comissions INC) - Update trackers and send daily, weekly and monthly reports. - Trained with using Craig Proctor’s Universal Callback Script. - Proficient with using Ring Central Investor Virtual Assistant Services - IVAS [September 2016-October 2016] • Virtual Assistant for a Real Estate Investor [Home Based] - Completed training for essentials for being a Virtual Assistant for Real Estate Investors. - Proficient with handling objections on seller lead calls, determining between a warm or cold lead. - Appointment Setting - Answering potential sellers/buyer inquiries and callbacks. - Creating Buyer's Lists - Valuation of Comps with or without the MLS - Skip Tracing and Data Entry - Social Media sites such as Craiglist, Facebook, Twitter, LinkedIn - Email Campaigns Australia and New Zealand Bank (ANZ Global Services & Operations Manila) [December 2014 -August 2016] Business and Retail Collections [March 2016-August 2016] • Collections Associate - Responsible for minimizing credit losses and maximizing recovery through effective communication with delinquent customers that have consumer and business savings or checking’s account and bringing them up to date by carefully probing to understand their situation and to be able provide options at the same time educating them to avoid their accounts falling back into arrears in the future. - Design a payment scheme that is suitable, manageable and realistic for the customer to be able to sustain and that would accommodate both the customer and the bank and educate them on future payment behavior. - Advising the customer of the next consequence and educating on how to prevent their account from progressing further. - Follow up with customers who previously had an arrangement and had missed making their payments and by urgently escalating high risk accounts if needed. - Deem accounts with high delinquency days to be written off or to be sent to an external debt collecting agency. - Verify all customer information is still up to date. - Performs skip tracing to locate previously known customer phone numbers to contact. - Sends correspondents to the customers. (e.g. reminders, arrangement letters,  default letters, demand letters, postponement of enforcement) - Sends emails and collaborates with other areas of the bank to resolve a customer’s concern or request. (e.g. request of account closure, cancelling direct debits, requesting for funds transfers) Early Stage Credit Cards [September 2015-November 2016] • Step Up Senior Collections Associate (Assistant Manager) - Responsible for assisting team managers with their ad-hoc tasks, managing the team by providing real time floor support, observing and identifying staff/process opportunities and updating the team’s scorecard making sure that the staff are updated with their stats, - Conduct 1 on 1 sessions to provide feedback to operators 0n their opportunities both from their quality assessments but also coming from other staff to improve both their process related opportunities and individual behavior. - Handles the email drop box for accounts that were sent for possible complaint to find a solution to de escalate the situation and to provide follow ups to avoid the customer from actually lodging a formal complaint at the same time find opportunities for staff to better handle the concern. - Conducts refresher trainings, best practice sessions and roll out recent process changes to the staff. - Lead daily buzz sessions to provide month to date stats of the whole shop, top performers and recent updates. Also responsible for sending buzz news and daily news to whole staff via email. Early Stage Credit Cards [December 2014-February 2016] • Collections Associate - Responsible for minimizing credit losses and maximizing recovery through effective communication with delinquent credit card holders and bringing them up to date by carefully probing to understand their situation and to be able provide options at the same time educating them to avoid their accounts falling back into arrears in the future. - Design a payment scheme that is suitable, manageable and realistic for the customer to be able to sustain and that would accommodate both the customer and the bank and educate them on future payment behavior. - Advising the customer of the next consequence and educating on how to prevent their account from progressing further. - Follow up with customers who previously had an arrangement and had missed making their payments and by urgently escalating high risk accounts if needed. - Verify all customer information is still up to date. - Occasionally providing additional floor support and conduct best practice sessions. WNS Global Services [July 2013-October 2014] Suncorp - AAMI Motor Insurance • Claims Assist Consultant - Responding to inbound calls from new and existing customers regarding Motor Claims information, provides options and offers advice about road rules, liability and repairs. - First point of contact for AAMI customers who have experienced an accident or damage to their motor vehicles. - Lodging new claims & reports, complete existing claims, guide customers through the claims process by advising them of their policy entitlements, coverage and benefits. - Making initial liability determinations based on the accident and event details - Explain the repair process and influence the customer through the most appropriate repair channel based on their location and the damage on their car. - Appointment setter for car damage assessment and repairs either through inbound & outbound calls. - Collect payments (Excess) or the customer’s contribution towards the claim if at fault. - Document customer complaints about the claim lodgment procedure and repair process to improve quality of service and protocols. - Conducts follow up outbound calls to customers to provide status and updates about their claim or complaint. Concentrix [July 2013-October 2014] Dish Network • Mentor / On The Job Trainer - Handles up to 3 new hires at a time and takes calls while they listen and afterwards does side by side call listening to new hires to provide them real time assistance with handling calls. - Performs Role Play Evaluations and reports of new hires stats on a daily basis. - Gives examples to new hires on how to assist a customer with a particular issue or concern, provides tips and suggestions based on personal experience with call handling, product knowledge and tool utilization. - Assess new hires for additional skills training (soft skills & refresher trainings) - Preparing the new hires on all the product knowledge they need to before they transfer to their perspective teams in the production floor. - Assists management with communication tactics and materials to facilitate changes in business policy, procedures, and system implementations - Evaluates performance against established metrics to determine acceptable levels of quality or efficiency (monitoring random calls to improve quality, minimize errors and track operative performance) - Coordinates preparation of required training to facilitate changes in business policy, procedures, and system implementations to new hires. - Covers for Team Captains in Operations as well as Trainers in handling their Classes when they’re on leave or in their absence. - Batch POC who is in charge of a whole batch of new hires until they graduate from BPT and the mentor team during the buddy up session and acts as their Team Captain. (E.g. taking sup calls, assist the trainer during role play evaluations, generates hourly AHT, provides end of day report to the Training Manager for the new hire’s and mentor team’s stats for the day). • Transition Pod Team Captain [July 2011-February 2012] - Handles and assists a team of new hires that consists of 15 agents or less. - Takes escalated calls and complaints. - Managing the daily running stats of the team - Leads and manages a team of trainees in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues, troubleshooting, handling complaints, up-selling value added services).  Ensures that each team member meets / exceed their goals and metrics on a daily & weekly basis. - Provides additional training for issues that the team or an individual new hire is struggling with (i.e. how to manage AHT, being able to get a good CSAT and QA score) • OIC / Floorwalker [March 2011-June2011] - Provides real time assistance to trainees and acts as an Assistant Team Captain. - Takes over calls that new hires cannot handle anymore to avoid customer with having a poor experience on their call. - Manages new hire’s log in status by utilizing available equipment and resources (i.e. CMS, hold time, AHT, Aux’s and after call. - Acting team captain for transition pod team’s if a Team Captain is on leave or absent. - Provides necessary coaching - Facilitates refresher trainings and assists transition pod coaches with team huddles. • Customer Service and Technical Support (Dish and AT&T Bundled Accounts) [October 2010-February 2011] - Provided Technical Support and Customer Service to customers who had their Dish TV Service bundled with AT&T Phone and/or Internet Service. - Handles the customer’s Dish side of their bill and transferred calls to AT&T for their Phone and or Internet Concerns. • Customer Service and Technical Support (April 2010 - October 2010) - Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services - Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business - Payments and Billing – accept payment by credit card, offer self-serve payment solutions and explain charges on the customer’s bills - Product Features – assist customers with pay-per-view orders, change programming packages, equipment upgrades and general inquiries. - Technical Support - troubleshoots a variety of technical issues from signal loss to remote control use. - Sales – use a consultative approach to educate and offer existing customers additional programming, products, equipment and value added services. Education College/VocationalError: Reference source not found-] STI College - Hotel and Restaurant Management Skills Real Estates principles REO Principles and Practices Collections Experience Proficient in computer Software Systems (MS Office) Quality Analysts Introduction to Six Sigma Phone and email Handling Stress, Time & People Management Able to read, write and verbally communicate in English