Michael Mamites Armecin

Michael M. Armecin PROFILE SUMMARY CONTACT-(- live:mikearmecin Highly skilled and results-driven phone center team leader with expertise in pipeline management, inbound and outbound sales, and handling escalated customer tickets/issues. Proficient in quality assurance with a track record of mentoring team members, implementing QA guidelines, and achieving sales targets and service level agreements. Also skilled in market research survey project management, self-publishing, and audio transcription. Possesses strong verbal and written communication skills in English and a proven ability to effectively engage with clients and across all levels of the organization. EDUCATION Level : Bachelor of Arts in Psychology Inclusive Dates : June 1998 to March 2002 Institution University of San Jose-Recoletos : Postgraduate Education Level : Diploma in Professional Education (Certification) Inclusive Dates : June 2008 to March 2009 Institution Cebu Normal University : SKILLS Customer service Inbound and outbound phone support, VOIP and CATI systems Phone center operations and team management CRM and database management Quality assurance (call monitoring, scorecards and KPI, coaching, training) Sales and customer retention Audio transcription and data entry Self-publishing and book marketing Market research survey project management TOOLS EMPLOYMENT HISTORY Business Transcription Specialist HeyDAN Cebu June 23, 2020 – November 7, 2021 Transcribed audio files into an online web interface with high a level of quality and attention to detail Researched, analyzed and updated data management lists Entered the transcribed meeting notes on a Salesforce calendar Sales Team Leader GLOBAL EMPIRE BPO CORPORATION October 2018 – June 2020 Audited agents’ calls, conducting scheduled or real-time coaching, group huddles Regular supervision and team management to maintain a competitive work environment Distributed and managed pipeline leads for outbound dialing Provided reports and updates to the Operations Manager, VP, and external client Analyzed production trends based on call logs, sales reports, and agent scorecard Mentored team leader trainees and agents acting as point of contact Managed agent schedules and double-checked team work hours for payroll computation Work Achievements: Hit the team’s monthly quota of at least 200 outbound signups to the subscription program for 9 consecutive months in the year 2019 Formulated the team’s scorecard to measure KPIs and other account-specific parameters QA Analyst for Self-Publishing COMMERCIAL REACH INCORPORATED May 15, 2017 – October 10, 2018 Audited emails and calls of sales representatives to check for compliance with company QA policies and code of conduct Monitored refund requests and escalations from authors to check for issues with the agents’ phone handling and overall sales pitch Participated in mock calls conducted by the training team to helped coach agent trainees Conducted immediate coaching, month-end performance coaching, and other coaching sessions with sales agents to improve their work performance Work Achievements: Laid out the QA policies for different teams in operations: Fulfillment, Billing, Customer Service, Retention Customer Service Specialist CONCENTRIX DAKSH SERVICES CEBU November 4, 2016 - March 30, 2017 Answered questions and assisted Amazon customers with pre-order information, order status, returns/refunds, account and order updates, login and security issues, etc. Transferred calls to dedicated departments as needed Provided concessions for delivery-related or system-generated customer issues Conducted outbound calls to shipping partners/carriers to track customers’ packages, facilitated re-deliveries or pick-up of packages at designated locations Contacted third-party sellers about customer concerns and filed “buyer’s guarantee” claims Customer Service Representative MANULIFE DATA SERVICES INCORPORATED August 3, 2015 – September 16, 2016 Answered phone calls from dental providers, plan holders of Manulife group benefits Submitted requests to the Claims Department and other departments to process dental claims, account updates, and other transactions Conducted outbound calls to plan holders and dental providers to ask for medical information, provide status updates, and give instructions on processing claims Assisted plan members in processing requests and updates on the plan member website Project Supervisor SURVEY SAMPLING INTERNATIONAL PHIL. August 2007 – July 2015 (As Project Supervisor, November 2012 – July 2015) Communicated with clients regarding sample availability, conduct of phone surveys, and the daily and weekly performances of the team on specific projects Managed phone survey projects by coordinating the use of available CATI systems, VOIP lines, research sample, and interviewers assigned Monitored and coached agents to help implement QA policies and hit project goals. (As Quality Assurance Supervisor, June 2011 – November 2012) Monitored agent calls, tracked work hours, and sent reports on agent performance Conducted real-time and scheduled coaching, as well as project briefing team huddles Conducted accent reduction, effective phone handling, and client-specific training sessions Coordinating with other teams in Operations to facilitate project-specific goals (As Editor, October 2007 – June 2011) Edited the collected answers to open-ended survey questions to ensure correct diction, punctuation, spelling, and adherence to project-specific instructions (As Outbound phone representative, August 2007 to September 2007) Conducted market research surveys and political opinion polls for different organizations by making outbound calls to US households and businesses TRAINING AND CERTIFICATES Course Topic : Conducted by : General Virtual Assistant/Social Media Marketing Virtual Assistant Training Philippines Course Topic : Conducted by : The AI Advantage Vault Quickpro University Course Topic : Conducted by : Freelancers Kickstarter Masterclass The Freelance Movement Philippines Course Topic : Conducted by : E-commerce, Social Media Management, Facebook Ads, Content Writing KnowledgeShare VA and Freelancing