Manager, Business & Customer Support, Lead Generation, VA

Overview

Looking for full-time work (8 hours/day)

at $10.00/hour ($1,760.00/month)

Bachelors degree

Last Active

November 22nd, 2023 (365 days ago)

Member Since

April 24th, 2022

Profile Description

I have a 13-year extensive experience on Business and Customer Support, Operations Management and Lead Generation. I have mastered providing top-notch customer service and creating a people-first culture. My strong attributes, skills and experiences include:

TEAM MANAGER
• Align operations with business goals, standards and priorities set forth by management
• Develop and implement short and long-term action plans to improve productivity and existing processes of teams; Streamline and introduce new business programs to address the changing operational needs
• Address all issues in the Business & Customer Support Division and compliance of teams with standardization
• Regularly conduct overall team performance, identify risks and problem areas and recommend strategies to resolve and improve them
• Perform trend analysis of all aspects of operations using appropriate tools and methods
• Monitor communication flow in the entire division and ensure that all escalated issues are handled on time
• Identify resources to ensure efficient management of workload; Regulate staffing, shift schedule/absences and overtime of members and recommend cost-reduction initiatives
• Ensure business continuity and contingency plans even during a time of calamity
• Perform basic HR and Admin functions; Participate in employee recruitment, performance evaluation, promotion, retention and succession plan for members
• Approve recommendation for employee sanctions in violation of company policies up to 4th Level; Make appropriate recommendation to COO for issues involving 5th level sanctions & the penalty of termination
• Identify skill gaps, provide learning and training opportunities in coordination with appropriate teams
• Provide guidance and leadership mentoring to Team Leads, conduct evaluation and coaching sessions and conflict management initiatives
• Collaborate with other managers to ensure seamless business execution; Coordinate with other divisions to foster exchange of ideas and provide cross-functional learning opportunities

BUSINESS AND CUSTOMER SUPPORT
• Oversee team’s performance and productivity daily
• Conduct regular quality control of the team’s tickets and facilitate coaching sessions to improve performance
• Regularly review efficiency of work processes and procedures and identify areas that need improvement
• Work closely and collaborate with the Richmond team
• Prepare materials and lead the training of new members
• Organize and prepare the team’s shift schedule
• Assist in hiring new members
• Handles employee concerns and issues (HR management
• Assist the team in providing support to customers and partners through various channels (email, chat and social media platforms).
• Review and resolve all inquiries and complaints promptly to ensure customer satisfaction.
• Maintain knowledge of the products, services, and important updates.
• Keep and maintain records of all customer interactions, complaints, and comments.
• Communicate and coordinate with colleagues and other departments.
• Conduct regular quality control of tickets.
• Regularly review efficiency of work processes and procedures and identify areas that need improvement.

Other key qualifications and skills:
• Extensive operations, administrative and management skills
• Exceptional organizational, critical thinking, decision-making and problem-solving skills
• Strong project management skills
• Extensive business & customer support and lead generation experience
• Excellent communication skills
• Languages: Fluent in Filipino and English; Intermediate in Korean
• I am proficient in the following apps/platforms:
- Microsoft Office especially Excel
- Google Workspace especially Google Sheets
- Help Desk Software especially Zendesk
- Hootsuite
- Zoom
- Slack
- Microsoft to do
- Canva
- Upgrade to see actual info
- Trello
- Azure Devops
- Calendly
- RocketReach
- LinkedIn Sales Navigator
- Jira
- CRM Software/Tools
- Account Management Tools

CUSTOMER SERVICE LEAD (e-Commerce)
• Manage and take leadership of the Company’s
overall Customer Service Department
• Improve customer service experience, create
engaged customers and facilitate organic growth
• Take ownership of customers issues and follow
problems through to resolution
• Coordinate with other departments to ensure that
customer service issues are resolved quickly and efficiently
• Developing and implementing process improvements
to increase efficiency in customer service operations
• Set a clear mission and deploy strategies
focused towards that goal
• Develop service procedures, policies and
standards
• Keep accurate records and document customer
service actions and discussions
• Analyze statistics and compile accurate reports
• Keep ahead of industry’s developments and apply
best practices to areas of improvement
• Creating reports on customer feedback or
satisfaction to help improve the customer service experience over time