RESUME AND DISC
CAREER SUMMARY
Experienced professional with a versatile background as a general virtual assistant, senior operations supervisor, customer service representative, and sales associate. With over 10 years in the BPO industry, I have honed skills in phone operations, office administration, and team leadership. I am trained to handle diverse tasks, from answering incoming leads to coordinating administrative processes and ensuring seamless day-to-day operations. Known for delivering exceptional customer experiences and driving team performance through effective training and mentorship, I consistently ranked as a top-performing Inside Sales Representative and top booker throughout the year at my most recent company.
WORK EXPERIENCE
September 2024
REVA GLOBAL
Virtual Assistant trained for:
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Real Estate cold calling and follow-up
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Building a Buyer’s List
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Lead Generation
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Skip Tracing
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Drip Campaign
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Web Creation
Inside Sales (B2C)
Feb 2017 - Aug 2024
ECENTERPRISES GROUP MANILA INC
Senior Operations Supervisor
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Conducted coaching sessions with agents and team leaders for performance improvement
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Led weekly team performance assessments to identify areas for improvement
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Facilitated business reviews with clients to identify growth opportunities and implement target improvement plans
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Created and executed plans to improve team performance and meet KPI goals
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Managed onboarding and offboarding processes to ensure smooth team transitions
Quality Analyst
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Audited agents' calls and documentation to ensure compliance with quality standards.
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Conducted performance coaching sessions to enhance agents' skills and quality of work.
Customer Service Associate
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Calling new leads and managed the prequalification process.
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Tracking, updating, and cancelation of orders.
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Provide technical support to customers.
Sep 2013 - Jan 2017
QUALFON PHILIPPINES INC.
Customer Service Associate
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Assist customers with network and mobile device activation, reactivation and deactivation.
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Processed payments accurately and efficiently
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Provided technical support to resolve customer issues promptly
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Handled escalations and implemented strategies for customer retention
Nov 2010 - Dec 2011
TELETECH CUSTOMER CARE MANAGEMENT
Customer Service Associate
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Assisted medical providers in verifying the patient’s medical coverage.
RELEVANT SKILLS
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Appointment Setting
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Customer Outreach
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CRM Management
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Cold Calling
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Sales Communication
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Time-management
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Decision-making
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Verbal and Written Communication
EDUCATION
Bachelor of Arts in Broadcast Communication
Foundation University of Dumaguete
June 2007 – October 2010
Bachelor of Arts in Business Administration
Foundation University of Dumaguete
June 2014 – March 2015
TRAININGS
TRAINING 1 - 2025 (Ongoing)
Funnel Mastery training with Funnel Master Academy
TRAINING 2 - 2025
Intuit QuickBooks training with FAVA-Freelance Academy Virtual Assistants
TRAINING 3 - 2024
General Virtual Assistant Masterclass training with Sync2VA
TRAINING 4 - 2024
REI 101, Cold calling and Building a buyer’s list with REVA Global
Completed MyKajabi Courses
TRAINING 5 - 2024
Master Class (Lead Generation, Skip Tracing, Drip Campaign, and Web Creation)
TRAINING 6 - 2023
Attended 3 Leadership Trainings with the ECEnterprises' CEO
TRAINING 7 - 2022
Coaching Camp for the ECE Junior and Senior Operations Leaders
Rosales_Mary_Angelyn_DISC_and_Motivators
CERTIFICATES
