Mecyl Munez

Mecyl A. Muñez Email:-Skype ID: mmecyl24 Mobile: - LinkedIn: http://www.linkedin.com/in/mecyl-munez-vamom/ OnlineJobs.Ph: https://www.onlinejobs.ph/jobseekers/info/291256 My Portfolio: https://drive.google.com/drive/folders/0B4rnZNYnS5qVd1lIZ09DWThPVzA?usp=sharing Current Address: OBJECTIVE CORE COMPETENCIES Tres de Abril, Labangon Cebu City, Cebu 6000 Philippines To obtain a post in the customer service division that fully utilizes my experience and abilities. Motivated, energetic and have a positive attitude; able to go above and beyond for customer satisfaction with over 5 years of outstanding customer care experience. Demonstrated ability to consistently exceed goals, ensure quality production and build client base. Experienced leader of customer service operations and call-centre systems. Repeatedly built cohesive teams and achieved high standards of quality and productivity in constantly changing and competitive business environments. Provided turnaround leadership for operations for the company and boosted revenues. Lead essential training, coaching, calls monitoring and business reorganization initiatives. ● Admirable experience in B2B sales and Telemarketing ● Good leadership and motivational skills ● Excellent ability to create, edit and track reports on a daily, weekly and monthly basis ● Ability to multi-task and interface with all levels in a team ● Excellent attention to detail and accuracy in all work ● Ability to appropriately handle sensitive and confidential information. ● Good verbal and written communication skills as well as excellent interpersonal skills. ● Proficient in Microsoft Office; Word, PowerPoint and (Basic) Excel ● Proficient in (Advanced) Google Drive; Docs, Spreadsheet, Calendar, Maps, Slides, Forms, YouTube, etc. ● Knowledgeable in using common tools like a predictive dialer & VOIP, CRM & Sales Pipeline like Five9, XLite, Callmetrics and Skype. Also, DropBox, Trello, Asana, Zoho, and Salesforce. ● Knowledgeable in basic WordPress Management, Social Media posting (Twitter, Facebook, Instagram and Pinterest) and Content Curation. ● Ability to do Audio and Video recording and editing COMPUTER & WORKING ENVIRONMENT REQUIREMENTS MET I have excellent typing and data entry skills with an above average typing speed of 80 WPM. Typing Test Result Screenshot: https://drive.google.com/file/d/0B4rnZNYnS5qVRGNfNWIwdmExRlU/view?usp=sharing I have high speed DSL internet connection at home and we rarely have power outages here in Metro Cebu. I am connected by LAN and not wifi. My internet connection is proven STABLE with the speed of up to 6Mbps. Internet Speed Test Result I also have a Dell desktop PC with a CPU Processor of AMD A4 6300 Radion with 3.7Ghz HD Graphics and 4GB RAM using Windows 7 Ultimate. Also, I have a USB headset by Logitech with a noise cancellation feature. I am available to start immediately given the opportunity. PROFESSIONAL FREELANCE PROJECT SPECIALIST (ONLINE HOME BASED WORK) EXPERIENCE | Upwork | July 2010 up to present | Specialization: ● Administrative Tasks (Virtual Assistance) ● Phone and Email Support ● Data Entry ● Content Curation or Online Research ● Lead generation ● Appointment Setting ● Telemarketing/Telesales ● Event Invitations ● Market Research through Phone Surveys ● Transcription ● Social Media Management (Instagram, Twitter, Pinterest) ● Graphic design and Image Quotes using Canva and PicMonkey ● Audio and Video Recording and Editing ● Expert in using Google Drive (Docs, Spreadsheets, Slides, Forms) ● Article Writing, Spinning ● Developing Scripts and materials for telemarketing campaigns ● Outbound Calls to both B2B and B2C markets in the United States, Canada, Australia and United Kingdom ● Independent contractor working at home accepting various online work from administrative tasks to phone support to clients in the USA, Canada, Australia, and United Kingdom. Some of the Projects Handled: ❖ virtuosityPH - virtual assistant responsible in some administrative tasks such as data entry, research, assisting in training new hires and also make outbound calls to generate leads ❖ VA (Appointment Setter): VA Exchange - the role is to set appointments with prospects who are interested to sell their property and have real estate agents call them to have the property listed ❖ VA (Social Media): Virtual Staff Exchange 365 - the role is to assist a social media manager and a director of a digital marketing company in creating image posts and curating content for the various companies she’s servicing ❖ General Virtual Assistant: MoveFast Advertising DBA HireBros - administrative tasks; file organization in Google Drive and DropBox, email and calendar management, recruitment, drafting blog posts, voiceover, slide creation, and video recording and editing of tutorial guides for beginner virtual assistants - Copy editing, evaluation or testing of guides or how to text docs - WordPress blog management; task involves preparing images suitable for a written article, uploading them on WordPress and saving them as a draft for the my supervisor to approve. - Social Media Management includes content research, preparation and posting on social media platforms namely Instagram, Twitter, Facebook and Pinterest. Engaged with followers by liking and commenting on posts relevant to our business niche. Provided customer service and support by responding to comments and direct message inquiries. - graphic design; creating image designs for social media content like image quotes (with HD photos and plain background), PowerPoint or slide presentations, blog posts and ads. Lead Generation Specialist: Windows Ontario https://www.windowscanada.com/ - lead generation & appointment setting B2C campaign promoting high quality windows and doors - making follow up calls to home owners in Canada who made a recent inquiry online or through their website and promote the windows and doors manufactured by the company. ❖ ❖ Lead Generation Specialist: My Global BPO - Responsible in making outbound calls to targeted markets and generating as many leads as possible for the sales representative to contact and possibly close a sale. ● Home décor http://www.decobreeze.com/ - The B2B Lead Generation Campaign encourages business owners to purchase home décor like decorative fans, candles and holders, decorative flair, etc. or feature the products in their stores. The task involves gathering the owner’s or decision maker’s name, contact number and email address. This information is then sent to the sales representative in charge of closing deals in that particular state. It was an all-state (US) campaign. - Appointment Setting B2C Campaign calling home owners to promote car insurance and other insurance that may be of interest to them like home, life or business insurance. ● Insurance https://agents.farmers.com/ga/marietta/samuel-boyer ❖ Data Entry Specialist - Administrative Support: SMI Financial Solutions http://smifinancialsolutions.com.au/ - Responsible in converting handwritten notes into text, renaming documents according to their content, saving and uploading them with the updated details into the database of the company. ❖ Database Cleanup - List Cleaning Job: Truck Side Advertising - A simple list cleaning job of 5,000 contacts through outbound calling. The task simply involves making outbound calls to Australian businesses to confirm the company name and their address. ❖ Inside Sales & Lead Generation Specialist: Drake Business Solutions - Responsible in looking for new clients needing our services and expertise lead generation, appointment setting and market research surveys. - Supervises existing telemarketing campaigns in the absence of our project specialist, and sometimes accepts lead generation projects if the workload allows. Executive Office Manager/Team Lead - Lead Generation Specialist: Maxximum Legal Centers http://www.maxximumlegalcenters.com/ ❖ - Handles incoming and outgoing calls as a set of qualifying questions are asked to prospects who have initiated an inquiry for legal representation on a possible case against the pharmaceutical company who manufactured the drug and/or implant causing them to suffer some side effects. - Assists the Customer Service Manager in some administrative tasks. - Oversees the organization and collecting feedback on the database used to track all the leads. I would also provide a report to the source of the database directly either by email or phone to improve the quality of the contact database that they provide us and to increase the team’s productivity. ❖ Phone Survey Specialist: Homecare Association of America http://www.homecareaoa.org/ - To conduct a phone survey of home care agencies located in the United States - Updated information of each home care in Salesforce along with the answers provided to the survey - Survey consisted 8 short questions - Project was for 35 hours of work per week ❖ Phone Reviews Specialist: Caring.com http://www.caring.com/ - A combination of telemarketing or phone-based customer service experience to call consumers who have indicated some level of experience with assisted living communities and home care services for seniors. - Tracked work via Google spreadsheet and took note of the call results along with the feedback and rating given to each home care provider. ❖ Creative Research Who has Experience with Emailing and Finding Good Info Bliss Drive http://www.blissdrive.com/ - help collect information on various companies (i.e. services offered, field of expertise, contact info- phone numbers, email addresses, decision makers with job titles) ❖ EVENT INVITES: Calls to IT Professionals in UK http://tranchulas.com/certified_penetration_testing_professional_uk.html ROLE: Tasks include email correspondence, data management, outbound calls to drive more attendees to regular seminars conducted for IT professionals in UK. - The campaign objective was to promote the training course offered to IT professionals in UK. Outbound calls made and emails sent were to help drive attendance of interested IT professionals to register for the seminar held in June 20th to 24th, 2011. ❖ Telemarketer and Data Entry Specialist - LEAD GEN CALLING AU SPORTS CLUBS AND SCHOOLS PROMOTING A PHOTO COMPANY http://foto21.com.au/ - The project was launched in two phases. I initially generated leads and after introductory brochures and sample pictures were sent. I made follow up calls to these decisions makers and book the appointments for an account executive to meet them for a free photo shoot to showcase their services. The campaign ran for Sports Clubs and Schools in Australia. LEAD GENERATOR - AUS B2C PROJ USING A PREDICTIVE DIALER FOR OUTBOUND CALLS www.smarterenergy.com.au ❖ - Work involves offering a free consultation to discuss their renewable energy needs. Outbound calls are made using a predictive dialer and update the database through the incorporated CRM. - This is a B2C campaign and I was tasked to contact home owners to get them to take advantage of a free presentation on solar panels and how much savings they can have once they decide to switch. ❖ Non-Profit Outreach Representative - Mister Goody, Inc. http://www.mistergoodyinc.com/contact http://www.youtube.com/watch?v=iHk1hk99mU4 - Responsible in increasing the number of non-profit organizations to be featured online for a unique fundraising opportunity. - Includes sending introductory emails to prospects, making the follow up calls to set an appointment for a VP to call them, or possibly close the deal - Campaign requires a minimum of 10 calls and at least one appointment per hour. ❖ TRANSCRIBER FOR iOctane >BUSINESS REVOLUTIONS http://www.ioctane.com/au/ - Maximum of 4 hours per recording. - Interview guide (inquiry questions) provided as reference of the recording to be transcribed. - Work may be done anytime of the day, maximum of 40 hours a week at a $5 per hour rate. My Work Experience in the BPO / Call center Industry Mortgage Servicing Associate (Customer Service Representative) | Firstsource Solutions Limited, Cebu City, Phils | May 2015 – June 2016 | Duties: ● A mortgage servicing associate or inbound calling agent providing excellent ● ● customer service to customers who mortgage their property through this UK based financial firm. The job involves processing payments, producing and sending via post or fax statements indicating the redemption figure or a transactional statement or a closing statement to confirm the mortgage has been paid off and has a zero balance. I was part of the team that was awarded the best team for its outstanding performance, contribution, consistent high QA scores, and great attendance from its team members as of December 2015. Telephone Banker (Customer Service Representative) | Aegis People Support, Cebu City, Phils | November 2011 – May 2013 | Duties: ● ● ● A customer service representative for consumer deposit accounts in one of the leading global financial services firm based in the US. Work involved carrying out the customer's banking transactions over the phone and assisting them on challenges encountered with self-service options through mobile or online banking. Must ensure quality services and provide the best customer service experience at all times. QUALITY ASSURANCE ANALYST (IT Products and Services) | Callbox Sales and Marketing Solutions, Davao City, Phils | January – February 2011| www.callboxinc.com Duties: ● Ensures the quality of appointments and leads generated by the agents who represent different types of IT related products and services. Monitors call recordings barges in live calls to make sure they represent the company with utmost customer service and care. Makes sure that documentations are made accurately in accordance to what transpired in the conversation between the interested decision maker and the calling agent. Conducts coaching with more focus on less productive agents and to those who have other challenges experienced in the course of making outbound calls. Agents who are meeting and exceeding quota are still scheduled with one on one coaching sessions for continuous excellent performance. I also took part in client meetings so I am always up to date on any changes to be made with the campaign specifics. ACCOUNT MANAGER | Callbox Sales and Marketing Solutions, Davao City, Phils | June – December 2010| www.callboxinc.com Duties: ● Handled financial campaigns and oversees the whole operations of the entire financial department that caters to appointment setting & lead generation projects. Directly in contact with the clients and ensures the best leads & sales opportunities so that our clients can focus on closing instead of finding leads. Analyzes trends in the financial industry, offers feedback and monitors the campaign results. In charge of the department revenue, and makes sure that our existing clients are retained by providing them the best telemarketing experience. TEAM LEADER (CAMPAIGN SPECIALIST FOR IT PRODUCTS & SERVICES) | Callbox Sales and Marketing Solutions, Davao City, Phils | April 2009 – May 2010 | www.callboxinc.com Duties: ● Conducted trainings for IT related products and services to prepare calling agents before launching them. In charge of orienting them with the specifics of the product & / or service, the campaign objectives, target market and the script to be used. As the campaign starts, I am also responsible in monitoring their calls to ensure quality in each and every appointment or lead generated and I see to it that the team delivers the number of appointments guaranteed to the client to meet the campaign’s success within the timeframe set. TEAM LEADER (CAMPAIGN SPECIALIST FOR COMMERCIAL SERVICES) | Callbox Sales and Marketing Solutions, Davao City, Phils | December 2008 – March 2009 | www.callboxinc.com Duties: ● Supervised the calling agents who represent different commercial cleaning and building maintenance companies. Ensures production quota is met or exceeded within the timeframe set without undermining the quality of the appointments and leads generated. Also in charge of product trainings and made sure that the calling agents are knowledgeable of the company being represented and the specifics of the service. Makes sure that the campaign objectives are met and orients the calling agents with the script to be used. QUALITY ASSURANCE ANALYST (COMMERCIAL AND BUSINESS PRODUCTS & SERVICES) | Callbox Sales and Marketing Solutions, Davao City, Phils | June – November 2008| www.callboxinc.com Duties: ● Ensures the quality of appointments and leads generated by the agents who represent different types of services & / or products. Monitors / barges in their calls to make sure they represent the company with utmost customer service and care. Makes sure that documentations are made accurately in accordance to what transpired in the conversation between the interested decision maker and the calling agent. Conducts coaching to less productive agents and to those who have other challenges experienced in the course of making outbound calls. I also take part in client meetings so I am always up to date on any changes to be made with the campaign specifics. TELEMARKETING ASSOCIATE | Callbox Sales and Marketing Solutions, Davao City, Phils | May – June 2008 | http://www.callboxinc.com/ Duties: ● Front liner responsible for lead generation, service event invites and appointment setting, i.e. phone, webinar / online or in person appointments. Makes outbound calls to targeted decision makers to build some interest in the product or service being offered. Aims to book an appointment with the decision maker for an account executive/sales manager to for a free presentation to showcase their company's value proposition. PUBLISHING CONSULTANT (SALES EXECUTIVE) | Xlibris Publishing Services, Cebu City, Phils | February 2006 - March 2008 | http://www.xlibris.com/ Duties: ● ● Aspiring authors are contacted and offered the opportunity to have their books published and made available over the internet. Authors, who have already published their books, are offered marketing packages to advertise their book/s. Focused on the needs of creative writers by providing them with publishing, editorial and marketing services to help them customize their self-publishing experience. Also offers consultation to current customers and helping them promote their book/s. Telesales and direct marketing involved. MARKET RESEARCHER (PHONE SURVEY SPECIALIST) | Western Wats (now known as Opinionology) | August 2004 - November 2005 http://www.opinionology.com/ Duties: ● ● Gather answers to questions from consumers and professionals online and via telephone. The information is used by businesses and the government to increase understanding and improve decision making. Services provided would include data processing, questionnaire programming, survey web hosting and research consultation. Interviews the head of randomly selected households for election polls and current events. Research or interviews ranges from a 2 minute interview to 1 hour interviews. Handled US and UK consumer and business to business accounts. CUSTOMER SERVICE REPRESENTATIVE | Convergys, Cebu City, Phils | January 2003 - June 2004 http://www.convergys.com/ Duties: ● ● ● ● Answer service inquires and technical concerns as well financial disputes of customers in using their phone/telecommunications service. Took orders over the phone, handled product issues from delivery to shipping, resolved minor technical issues of the phone purchased by the customer and took care of billing concerns and payments too. Secured information by completing database backups. Contributed to team effort by accomplishing related results as needed. MANAGEMENT TRAINEE | Amici Espresso Bar (Coffee Shop), Cebu City, Phils | December 2000 – August 2001 ● Officer in charge / cashier / barista ● Work involved overseeing the establishment when the owner is not around. Accepting deliveries and conducting inventories at the end of the shift. CERTIFICATION Phil Govt -Cebu City Civil Service Sub-Prof Exam [Cebu City, Phils - Civil Service] 2002 Ranked Top 5 in the 2002 Philippine National Civil Service Examinations for SubProfessionals. Took the exam in Cebu City, Philippines. English Level Test - Skylearn.org.uk [for Online ESL Teachers] English Level Test Completed C2 Level, Advanced - Approximately Equivalent to CPE, an IELTS Band Score of 7.5 or 100 at TOEFL OnlineJobs.Ph:https://www.onlinejobs.ph/jobseekers/info/291256 LinkedIn:https://www.linkedin.com/in/mecyl-munez- EDUCATION Bachelor of Science Major in Psychology (1998 – 2002) @ the University of San Carlos, Cebu City, Cebu, Philippines - Studied Bachelor of Science Major in Psychology with some focus on Behavioral and Industrial Psychology. Highschool Elementary and Pre-school Education -) St. Joseph’s Academy, Mandaue City, Cebu, Philippines CHARACTER REFERENCES Cyndi Satorre-Bicera, Founder of MyGlobalBPO & VirtuosityPH Director and Business Head at Click Labs https://ph.linkedin.com/in/cyndisatorre I worked under her established work at home team of telemarketers. We were also colleagues and batchmates when we started our careers in lead generation in Callbox, Inc. Email:-Phone:- Jullianne Gaspar, Quality Analyst / SME Support at FirstSource Solutions Limited I worked with her in the recent BPO industry that I’ve worked for. She was one of the floor walkers and QAs assisting our team especially in complaints handling. Email:-Phone:- Relaine Santiago, Virtual Assistant at ProspectNow https://www.prospectnow.com/ She is one of my colleagues while I was still working in Callbox, Inc. and we were under the same team working on a lead generation campaigns for various IT Products and Services. Email:-Phone:- Jamie Salazar, Operations Manager at VXI Global Holdings https://ph.linkedin.com/in/jamiesalazar94 I worked with her before and she was my immediate supervisor when I was still working as a team leader for IT Prods & Svcs and also, when I became an account manager for Financial Services in Callbox, Inc. Email:-Phone:-