Mary Grace Carmelo Dancel

Mary Grace Carmelo Dancel Blk.32 Lot 11 Phase 6, Eastwood Residences, San Isidro, Montalban, Rizal-Tel#- Viber#- Service-oriented employee with more than10 years experience in the BPO industry. Eager to advance professionally to gain more knowledge and experiences in developing leadership and career growth. SKILLS ● Strong oral and written communication skills ● Committed to learn strategic leadership qualities ● Risk taker and open minded to any changes and feedback ● Ability to get things done efficiently and effectively WORK HISTORY Senior Operations and Training Manager iSubbie under Upwork Contract August 2021 - December 2022 ● Managing the operations schedule and setting appointments. ● Create plumbing quote and invoice ● Calling client to explain the quotation and obtain payment ● Responding to customer’s complaints through email ● Selecting potential candidates and conducting interviews. ● Monitoring jobs and assisting the operations manager to set the plumbers schedule and availability. ● Creating job advertisement and selecting candidates to hire sales plumbers ● Creating and updating procedure sheets and flow charts of each department ● Organizing client’s calendar to avoid missed appointments ● Listening to calls to monitor call quality and investigate some complaints ● Create and present new projects to enhance the company’s procedures. ● Updating company’s manual ● Ensure that all employees are properly aware of any updates and changes within the company. Business Unit Supervisor - April 2019 - Feb 2022 Insurance Support Services International Corporation ● Responsible for managing direct reports to ensure both the team KPI’s as well as individual KPI’s are met ● Coordinate with the client with regard to productivity and escalation as needed. Attend client meetings when necessary ● Produce daily, weekly, monthly call statics regarding productivity, utilization in a multi-channel support environment. ● Execute short and long term performance goals developed by the Management Team ● Responsible for yearly performance evaluation and identifying Individual Development Plans. ● Performs daily monitoring of frontline officers’ quality and productivity metrics by utilizing reports and database available ● Ensures that employees schedule for the day are accounted for; monitor schedule adherence – on phone and off the phone schedules ● Ensure that all monitored calls/work are reviewed and attends calibration and alignment meetings with support groups ● Coordinate with other business units and departments to fully support Operations ● Perform other duties as assigned by management. Senior Associate, Quality Support - Nov 2017 - April 2019 Insurance Support Services International Corporation ● Perform call quality monitoring and reporting. ● Responsible for meeting the required monthly target. ● Attend / facilitate QA call meetings and calibration. Customer Service Representative - January 2017 - November 2017 Insurance Support Services International Corporation ● Provides exceptional customer service to both internal and external customers. ● Provides status and values of the policy to policy owners. ● File 1 st notice of death claim and create referral if claim is outside time expectancy ● Provides status of the regular claims and claims thru electronic death match ● Completes assigned work in a timely manner. Customer Service Representative Inbound Billing and Technical Agent Chat Support – Mobile/Telco Account TRANSCOM – February 2014 to January 2017 Customer Service Representative Inbound Billing TELETECH – July 2014 to November 2014 Customer Service Associate Chat Support – Technical and Transfer of Service CONVERGYS – November 2011 to July 2013 Customer Service Representative Collections and Billing TRANSCOM – November 2010 to November 2011 Marketing Associate Leads Generation Specialist Meeting with clients Calling different companies for tie-up SABRAS TRAINING AND CONSULTANCY INC. – June 2009 to February 2009 EDUCATION Diploma in Computer Secretarial University of Rizal System – Rodriguez Secondary Education Montalban Heights National High School Primary Education Rodriguez Heights Elementary School CHARACTER REFERENCES Kate De Guzman HR Business Partner Sutherland Global Services- Antonio Francis Jr. Business Unit Supervisor Insurance Support Services International Corporation-