Rudolph James Glean

Rudolph James Glean BPO Professional (Remote)  - Delivering Excellence Through Customer-Centric Leadership and Digital Proficiency!  219 Riverside Drive, Provident Village, 1804 Provident Villages Education  -  Remote work only Languages English Marine Engineering From October 2002 to October 2005 Philippine Maritime Instute Roosevelt Avenue, Quezon City Work experience Assistant Property Manager Since May 2021 Fulton Grace Realty Manila, Philippines Tagalog Assets Resilience When the going gets tough, the tough gets going. Reliable Someone who you can trust to behave well, work hard, or do what you expect them to do. Social networks  @https://www.facebook.com/ zeke.glean/  @https://www.linkedin.com/in /rudolph-james-glean-02  @live:.cid.d4bf700b26ebe2bf Proactively manage tenant and owner communication, ensuring prompt responses and resolution of issues. Effectively follow up with delinquent tenants, maintaining a high collection rate. Proficiently coordinate maintenance requests using Appfolio software, streamlining the process. Initiate and maintain clear communication with the maintenance department and vendors, ensuring efficient property maintenance. Consistently conduct post-work follow-up, ensuring tenant satisfaction and property upkeep. Skillfully draft and negotiate lease agreements, protecting the interests of both tenants and property owners. Quality Manager From August 2016 to September 2020 OkayRelax New York City, New York Demonstrated strong leadership by designing, implementing, and enhancing company quality standards, leading to improved overall performance. Utilized data analysis to identify areas for growth and efficiency, resulting in data-driven decision-making. Played a vital role in the recruitment process, ensuring the onboarding of qualified candidates. Effectively trained, motivated, coached, and corrected employees to maintain and exceed quality standards. Pioneered an incentive program, boosting employee morale and productivity. Created and maintained detailed reports to track progress and identify areas for improvement. Skillfully resolved client concerns, de-escalating issues, and upholding customer satisfaction. Formulated and executed strategies to increase overall productivity. Reviewed and updated processes to align with current industry trends, improving operational efficiency. Client Service Manager From February 2012 to June 2013 PPOC, Inc. Manila, Philippines Innovatively developed effective communication platforms for clients and staff, enhancing overall client satisfaction. Conducted comprehensive customer service training, ensuring high-quality service delivery. Monitored and measured client satisfaction, making data-driven improvements to enhance the client experience. Successfully liaised with different departments to promptly address client queries and concerns, working collaboratively to resolve customer issues and enhance the overall customer experience. Created and maintained a positive and productive work environment by hiring, training, coaching, and evaluating call center team members, as well as implementing new processes to improve the efficiency and effectiveness of the call center. CSR then Team Leader From April 2007 to June 2011 Convergys, Inc. Makati City, Philippines Exceptionally managed and led a team of customer service representatives, achieving team goals and KPIs. Conducted regular performance evaluations, providing constructive feedback for employee growth. Proficiently handled escalation calls, resolving complex issues and ensuring customer satisfaction. Computer skills Work experience Email Management and Marketing Tools Outlook, Gmail, and email marketing tools such as MailChimp or Constant for email communication and marketing. Customer Service Professional Customer Service and Support Tools Zendesk, Freshdesk, or Help Scout for ticket management and customer support. From June 2006 to October 2006 ICT, Corporation Marikina City Communication and Collaboration Tools Slack, Microsoft Teams, and Zoom for effective communication and collaboration Data Analysis and Reporting Tools Microsoft Excel, Google Sheets, and Tableau for quality management and data-driven decision-making. Customer Relationship Management (CRM) Software CRM tools like Salesforce, HubSpot, and Zoho CRM to manage and track client interactions, leads, and sales opportunities. Property Management Software Appfolio, Buildium, and Yardi for managing tenant and property information, lease agreements, and maintenance requests. From October 2006 to March 2007 TeleTech, Inc. Cainta, Rizal Provided outstanding customer service by answering incoming calls for UnitedHealth Group. Effectively managed and resolved customer complaints, maintaining a high level of customer satisfaction. Sales Representative Successfully served as a Credit Protect Cold Caller for JP Morgan and Chase and HSBC, achieving sales targets and customer acquisition goals. Skills Customer Service and Client Relationship Management I have a strong background in providing outstanding customer service, managing client relationships, and effectively resolving client concerns. This skill is evident in my roles as a Client Service Manager and Customer Service Professional. Communication and Team Leadership My experience as a Client Service Manager, Team Leader, and Quality Manager has honed my communication skills and my ability to lead and coach teams. I excel in providing constructive feedback and motivating team members. Process Improvement and Data-Driven Decision-Making I have a proven track record in designing and implementing processes to enhance efficiency and using data analysis to drive decision-making. This skill is apparent in roles such as Quality Manager and Assistant Property Manager. Adaptability and Tech Proficiency My diverse work history showcases my adaptability to various digital tools and platforms, such as Appfolio software, WordPress, Woocommerce, and Google Docs. I'm also known for my willingness to learn new skills, which demonstrates my proficiency in adapting to and utilizing a range of digital tools.