Executive Support, Customer Experience, Project Coordination

-Produced 3–4 daily content pieces for TV, social, and press, including national and regional voiceovers, ensuring accuracy and editorial quality across channels -Coordinated media activities and press coverage, supporting interviews, live events, and real-time reporting across platforms -Managed social media presence, increasing audience engagement by 35% through strategic content creation, timely platform monitoring, and interactive campaign -Crafted and refined articles specifically for Facebook posts related to various project-related activities

1. Quality Assurance Analyst – Voice, Email, Chat -Conducted weekly call and email audits for team members, ensuring compliance with client-set standards and high-quality customer service as a Quality Assurance Analyst, supporting a sales account in transportation and a customer service account in hospitality across inbound/outbound phone, chat, and email channels. -Produced an estimated average of 180 weekly quality audits, providing thorough performance analysis. -Summarized audit findings and presented actionable insights to operations teams, enabling leadership and clients to understand performance trends and drive success. -Delivered weekly business reviews using MS PowerPoint and Google Slides, accompanied by detailed email reports for operations and senior managers. -Conducted calibration sessions with teams, including task monitoring and providing constructive feedback to teammates and team leaders. -Attended weekly business reviews with campaign leaders, operations managers, and clients to align on quality standards and performance improvement. -Used NICE to perform detailed call audits, leveraged Salesforce as the primary CRM for tracking customer interactions, and utilized JIRA to document and escalate process-related issues, ensuring visibility, accountability, and continuous improvement across teams. 2. Outbound Sales Specialist (B2B) -Successfully managed outbound B2B sales, consistently exceeding performance expectations and delivering outstanding results. -Maintained the highest Quality Assurance (QA) score, averaging 99.33%, by adhering to best practices and ensuring exceptional client interactions. -Achieved the Top Agent title for three consecutive months, reflecting exceptional sales performance, customer engagement, and professionalism. -Demonstrated expertise in building strong client relationships, understanding business needs, and presenting tailored solutions to drive sales growth. -Leveraged data-driven insights and sales strategies to meet and exceed monthly targets, contributing to overall team success. 3. Subject Matter Expert (SME) – Email -Subject Matter Expert Conducted side-by-side quality audits and offline audits, providing real-time feedback and coaching to enhance team performance and ensure adherence to established processes and standards. -Delivered real-time coaching and process refreshers, addressing knowledge gaps to boost individual and team productivity. -Updated score sheets to track individual and team performance, ensuring accurate and timely documentation for performance evaluation. -Collaborated with the training team to align strategies and processes for handling nesting, facilitating a smooth transition for new hires into production. -Prepared and submitted end-of-day reports directly to the Operations Manager, ensuring transparency and tracking of team progress and areas for improvement. -Successfully supervised three consecutive nesting classes, achieving zero attrition during each class over two months by fostering a supportive learning environment and maintaining high engagement levels. 4. Acting Learning Services Specialist – Voice -Supervised trainees during their transition to operations, providing hands-on guidance and ensuring a smooth integration into workflows. -Conducted training sessions and workshops to enhance product knowledge, customer service techniques, and adherence to quality standards. -Monitored trainee performance metrics, achieving outstanding Customer Satisfaction (CSAT) and Quality Assurance (QA) scores -Delivered real-time coaching and constructive feedback to address individual improvement areas and reinforce strengths. -Collaborated with operations and leadership to align training programs with business objectives and close knowledge gaps. -Prepared performance reports and presented actionable insights to stakeholders, driving continuous improvement. 5. Email Support Specialist -Delivered exceptional customer service by efficiently handling inbound phone and email inquiries, ensuring prompt and accurate resolution of client concerns. -Demonstrated strong communication and problem-solving skills to address various transportation-related issues, from booking adjustments to account troubleshooting. -Consistently maintained high-performance metrics, including customer satisfaction, response time, and first-contact resolution rates, contributing to overall account success. -Adapted quickly to changing processes and client requirements, showcasing versatility and a commitment to excellence.

-Coordinated comprehensive travel arrangements for Managing Directors, including booking flights, hotels, and ground transportation tailored to preferences. -Processed travel requests via Outlook and logged them in ServiceNow for tracking and compliance. -Managed complex calendars for Managing Directors, scheduling meetings across time zones, and proactively resolving conflicts to optimize productivity. -Prepared detailed meeting agendas, recorded minutes, and ensured timely distribution of materials to relevant stakeholders. -Coordinated logistics for team meetings, including securing venues and managing virtual meeting platforms. -Managed time charging by accurately tracking and drafting timesheets for Managing Directors, ensuring timely submission in alignment with payroll schedules and company compliance policies. Also monitored related expenses to support precise and efficient reporting. -Managed invoice processing and procurement tasks. -Delivered administrative support for special projects in coordination with the Team Lead, ensuring project goals were met efficiently. -Created professional documents and correspondence in alignment with company standards. -Conducted research and compiled data from various sources to support decision-making. -Organized team training and brown bag sessions, fostering professional development and engagement. -Provided critical support to C-level executives, ensuring seamless operations and executive satisfaction. -Executive Secretary to the Office of the Regional Director >Scheduled and organized appointments and meetings for the Regional Director, including maintaining their calendar and making necessary travel arrangements >Handled correspondence and communication, including drafting emails, letters, and memos >Created and maintained filing systems, databases, and records, including confidential information >Managed Daily Time Records, created travel expense reports, etc. >Set up Digital Signature documents and ensured proper completion

-Regional Project Focal under the Technology Empowerment for Education, Employment, Entrepreneurship, and Economic Development (Tech4ED) Project >Established Tech4ED Centers in the jurisdiction area and collaborated with LGUs, NGOs, the private sector, and other relevant organizations to promote the program and implement related programs >Monitored and submitted Project Status Reports to the Regional Director, Project Manager, and/or Tech4ED Project Management Office. >Reviewed and provided input for project improvement through the Tech4ED Census 2023, considering challenges, best practices, and other concerns -Administrator of the organization’s official email address >Handled the organization and sorting of incoming emails, ensuring they were appropriately categorized, labeled, and forwarded to the relevant individuals or departments within the agency >Responded to inquiries by crafting email and letter responses to address inquiries, concerns, or requests received by the agency >Implemented measures to protect the agency's email system from security threats, including spam, phishing attempts, and unauthorized access

Managed an average of 40 medium to complex content requests per month via SharePoint, specializing in Sitecore-based content management by creating, publishing, monitoring, and expiring web pages to support a seamless digital experience