Emmeline Barrios

Emmeline Barrios --Block 3 Lot 4 Andalucia Crest Subdivision Gabi, Cordova 6017 Skills - Fluent in written and spoken English - Strong analytical, problem solving and conflict resolution skills - Skilled in preparation of operations and productivity reports - Skilled at setting and meeting productivity goals - Strong working knowledge in Windows XP, Microsoft Office XP, and Google Workspace/Google Suite Professional Experience Remote Work Executive Assistant | Civicom Pacific Corporation October 2021 | Present - - Responsible for meeting hiring goals by filling open positions with qualified candidates. This entails sourcing and screening candidates, coordinating the interview process, and facilitating offers and employment negotiations. Responsible for managing calendar and meetings. Responsible for proofing company documents. Remote Work Appointment Setter and Quality Analyst | Pronexis September 2021- Present - Creating interest in goods and services and seeking a sale or agreement to an appointment. - Working from scripts and lists of contacts to promote goods and services by telephone. - Recording notes for follow-up action and updating CRM to reflect changes to the status of each customer. - Receiving calls and providing information and basic customer support. - Monitor calls to measure performance and facilitate the business’ strategic objectives and requirements. Assistant Site Leader | Hey DAN Cebu- Transcription Civicom Pacific Corporation (iMez IT Building, Lapu-Lapu City) November 2018- April 2021 - Developing, implementing, maintaining, evaluating and improving operational procedures and policies, as well as organizational activities and initiatives based on the appropriate business priorities. - Helping to determine how resources (inclusive of manpower) should be distributed, ensuring the right amount of work is assigned to the right number of people within the right unit(s). - Identifying problems and deficiencies, ensuring necessary corrective measures are implemented. - Monitoring and controlling project progress, objectives, and costs against the established schedule and budget. - Collaborating with Sales, HR and Accounting departments to discuss strategies and helping to ensure the financial and overall success of the site's projects. Account and Quality Manager| Ultimate Medical Academy Contact Solutions Research and BPO (Ayala Business Park, Cebu City) July 2014- September 2018 - In charge of running daily operations for a team of 31 people from 4 lines of business- Inbound Customer Service, Inbound and Outbound Technical Support, Sales Team, and Quality/Compliance Team. - Responsible for meeting all metrics and goals set by clients from each line of business. - Responsible for hiring employees, overseeing assignment of employees and planning employee development. - Responsible for transparency in terms of performance for each line of business by creating performance dashboards that are visible to the clients daily, weekly, monthly. - Responsible for process improvement by identifying, analyzing and improving existing business processes within the organization to meet new quotas or standards of quality. - Designs training programs or process enhancements that correct quality issues. Team Manager| Washington Mutual/JP Morgan Chase and eBay Australia EPerformax Contact Centers JY Square Mall Lahug, Cebu City June 2011- June 2012 - Responsible for managing an average of 10 teams (roughly 100 agents) who handle customer service through different channels (voice, chat, and e-mail). - Responsible for reporting performance through reporting dashboards as well as weekly, monthly, and quarterly performance reviews. - Responsible for coaching and employee development of direct reports to prepare them for their different career paths. - Quality liaison for the account. Worked with client counterparts to ensure all quality related metrics are aligned. Team Supervisor| Washington Mutual/JP Morgan Chase EPerformax Contact Centers JY Square Mall Lahug, Cebu City June 2007- June 2011 - Responsible for a team of at least 15 agents for a financial account. - Responsible for hitting client metrics through consistent agent call monitoring and coaching to ensure knowledge gaps are bridged and performance improved. - Responsible for bi-weekly one on one coaching sessions with agents on their performance. - Responsible for team attendance and attrition meet client goal. Product Specifics Trainer| Expedia.com PeopleSupport Incorporated Asiatown I.T. Park, Cebu City June 2005- June 2007 -Deliver comprehensive training on client products, processes, and procedures. - Ensure trainees are equipped with the skills and knowledge needed for them to effectively perform in production. - Responsible for designing training interventions or refresher courses as necessary. - Run and communicate reports on training delivery and programs. Education University of San Carlos P. del Rosario St., Cebu City, 6000 Bachelor of Science in Business Administration Graduated March 2004