Mary Lyn O. Son

WORK EXPERIENCE 2018 - 2020 Reps and Co.,Inc • Fulfillment Manager Responsible for fulfilling orders before the event date Made sure that listings have proper disclosures and all tickets were on-hand and properly priced Communicated with marketplaces in the event that there were issues with the orders Researched for cheap tickets from different ticket platforms that can be used for substitute 2017 - 2019 Call Criteria • Call Quality Analyst Listened, reviewed, and evaluated calls using the evaluation guidelines provided by the company. (Types of calls evaluated - Sales, House Mortgage, and Education) MARY LYN SON 2017 SourceSumo• Ebay Product Researcher and Lister Researched profitable items or products from Amazon and listed it in eBay 2013 - 2016 Virtual Assistant CallTek Center International• Team Lead/ Tier2 Tech Support Responsible for handling inbound calls and provided basic troubleshooting steps in resolving the guests' internet connectivity issues. Handled supervisory calls Gathered data and analyzed the commonly reported issues and provided resolution in a timely and effective manner. Prepared weekly reports and provided feedback to agents whose PROFILE metrics were not meeting the company's standards. Performed I am an experienced virtual assistant seeking a practice and the client's ticket spot checks to ensure that agents were adhering the best full-time position in the field of customer support and call quality analyst CONTACT INFORMATION 2005 - 2012 CallTek Center International• Quality Assurance Supervisor Supervised 10 QA Analyst and monitored their performance fb.com/mommydiskarte according to productivity, competence, and work quality. - Performed quarterly evaluation and provided performance - feedback in every analyst. Evaluated the calls received by the agents and ensure that the standard set by the company and the client are met. Performed EDUCATION coaching and call monitoring to agents whose performance were Bachelor in Secondary Education lower than the set standard and evaluate if agent needed to be re- major in English trained or dismissed based on his performance. APPS & TOOLS SKILLS MS Office (Word, Excel, Powerpoint 60 Google Apps (Gmail, Gdrive, Docs, Spreadsheet) Dropbox, Notion, Airtable Zendesk, Freshdesk, Onsip 40 20 0 Email Management Web Research Customer Support Ecommerce Management Writing