Team Leader | Legal Assistant | Medical VA

Overview

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

at $13.80/hour ($2,428.80/month)

Bachelor's Degree

Last Active

November 21st, 2024 (today)

Member Since

September 12th, 2019

Profile Description

Hi There!


Are you looking for a Team leader the can help you manage you team? Coach them, check their performance, listen to their calls, audit their email/chat transcript? Coach them real-time if needed. I can help you with that! I am a team leader in a BPO industry for 3 years and 2 years working remotely. 

I started my career as: 

Customer Service - I have been working in a call center industry or BPO for 7 years and I've learned a lot in terms on customer satisfaction and following the proper process and procedure of the company. 

By November of 2016, I was promoted as a Coach/team leader who handles a minimum of 12 and a maximum of 25 agents. I am the one helping theUpgrade to see actual infoet and exceed goals by tracking their performance, listening to live/recorded calls, review their email/chat interaction with customers and coach them real-time. 
I was also assigned to do the interviews, and handled new agents.

I recently used these software in working in a BPO:

1. MS Outlook, word, excel and PowerPoint.
2. NICE Engage in listening and monitoring calls for inbound and outbound calls.
3. KANA in reviewing email transcripts
4. Inside Tool in reviewing chat transcripts
5. CMS in monitoring my agents' auxes and activity. 
6. Zendesk and shopify in placing orders, updating their account and sending emails to our customer. 
7. Skype in real-time updates to our clients and co-leagues onshore.
8. Slack in sending updates with the tools that we use, if we have some system issues and outage.

Here are my roles and responsibilities as a Team Leader:

•Supervising staff - managing scorecard and making sure goals are met, daily, weekly and monthly
•Completing paperwork - admin tasks such as reports, data analysis and performance presentations
•Managing Processes - reviewing and conducting training to the team for new processes and procedures, preparing visual presentations
•QA monitoring and auditing calls - call listening, chats and email evaluations
•Providing feedback and instant coaching - real-time feedback after the call listening session and chat/email transcript reviews for the team  

In September of 2019

I was a virtual assistant for an Amazon US online shop who searched for some profitable products and compiled them in an excel spreadsheet and made sure that all data were accurate. The tools that I used are as follows: Tactical arbitrage, keepa, junglescout, hubspot, snovio, seller central and Amazon's wholesale formula.

Then I moved to an Ecommerce Campaign for customer support and sales. I was a team leader since March 2020 to January 2021 and handled different Nationalities as they are also working remotely. My daily tasks are: Auditing calls and email transcripts (100 audits/month), coaching agents, teaUpgrade to see actual infoetings, Team performance review, management/support meetings, reviewing AHT, QA, refund percentage, sales percentage of the team and making sure that I pull all the levers in meeting and exceeding goals daily.

I have started working at a personal injury law firm since 2021. I have handled pre-litigation and litigation cases. I started as an assistant case manager, then moved to being a treatment coordinator. Please send me a message so I can show case more of my talent and provide details of my experience.