Virtual Assistant - Real Estate Follow-Up & Acquisitions Specialist - Project Golden Estates - Florida, United States
(2026-02 - 2026-08)
- Followed up with leads via phone, text, and email.
- Qualified motivated sellers and gathered property details.
- Scheduled appointments and maintained CRM records.
- Negotiated offers and assisted with property acquisitions.
- Coordinated with the acquisitions team to close deals.
- Build strong relationships with clients through consistent communication.
Team Manager Customer Experience - Telco Account (T-Mobile) - Alorica Clark - Angeles City, Pampanga
(2021-03 - 2026-03)
- Managed both pre-production and production representatives.
- Handled customer's account, billing, and technical concerns while providing timely and effective resolutions.
- Team Leadership - demonstrates the ability to guide, motivate, and support team members toward a common goal while promoting effective communication, collaboration, and accountability.
- Communication skills - communicate clearly and effectively to set expectations, build trust, address concerns, and keep the team aligned toward common goals.
- Coaching - conduct weekly one on one coaching sessions focused on performance improvement, behavioral development, and the achievement of individual personal and professional goals.
- Mentoring - guide representatives through live call monitoring, providing in the game feedback focused on the most impactful behaviors demonstrated during the call, and ensure consistent follow through on agreed action plan.
- IPerform Action Planning - use IPerform to create SMART action plans for each representative, focusing on specific performance gaps, clear goals, and measurable improvement.
- KPI/Metric management - monitor and manage key metrics such as NPS, FCR, CRT, AAL, and Stay Connected by identifying performance gaps, coaching to specific behaviors, and consistently tracking improvement.
- Monitored team performance - regularly track team results, identify performance gaps, and provide timely coaching and support to drive improvement.
- Handled customer escalations - addressed customer concerns professionally, resolved issues effectively, and ensured a positive customer experience.
Team Manager Customer Experience - Sales (Virtual Retail Express - Telco Account T-Mobile) - Alorica Clark - Angeles City, Pampanga
(2025-06 - 2025-10)
- Lead and coach the sales team.
- Monitor sales and performance goals.
- Help employees improve their performance.
- Handle customer escalations and concerns.
- Ensure good customer service.
- Train the team on T-Mobile products, promotions, and processes.
- Track team results and report performance.
- Ensure company policies and procedures are followed.
Senior Expert - Telco Account (T-Mobile) - Alorica Clark - Angeles City, Pampanga
(2020-12 - 2021-03)
- Team Support - assist reps with complex calls and concerns.
- Escalation Handling - resolve difficult customer issues.
- Call Monitoring - monitor calls and provide real time feedback.
- Coaching & Mentoring - guide reps to improve performance.
- KPI Management - monitor key metrics and address performance gaps.
- Process Support - provide guidance on T-Mobile processes and tools.
- Team Leadership - support the team in achieving performance and customer experience goals.
Customer Service Representative - Telco Account (T-Mobile) - Alorica Clark - Angeles City, Pampanga
(2018-12 - 2020-12)
- Customer Support - assist customers with account, billing, and service concerns.
- Issue Resolution - resolve customer issues efficiently and accurately.
- Product & Process Knowledge - provide accurate information on T-Mobile products, services, and policies.
- KPI Performance - meet targets for NPS, FCR, CRT, AAL, and Stay Connected.
- Customer Experience - deliver professional and personalized service while maintaining customer satisfaction.
Production Operator - ON SEMICONDUCTOR SSMP PHILIPPINES CORPORATION - San Miguel, Tarlac City
(2016-08 - 2017-01)
- Handled Purchased Request (FTM/Engineering) FTM Department
Production Operator - PHEONIX SEMI-CONDUCTOR PHILIPPINES CORPORATION (PSPC) - Clark Angeles Pampanga
(2013-07 - 2016-01)
- Auto Testing Equipment
- PC-Testing
- Auto Visual Inspection
- Manual Visual Inspection
- Component Manual Inspection
Data Encoder - NANOX PHILIPPINES - Clark Angeles Pampanga
(2012-11 - 2013-04)
- Enter data accurately into the company system.
- Check and correct errors in records.
- Update and organize files and databases.
