Valerie Mae J.

TELEDIRECT TELECOMMERCE Role and Duration: July 2019 – Present • Team Leader ✓ Mentor and manages agents on their day-to-day tasks as product support experts CONCENTRIX (Former Convergys) Roles and Duration: April 2018 – July 2019 • Tech Lead | SME Team Leader ✓ Mentor and manages SMEs on their day-to-day tasks as product support experts ✓ Ensures transparency on updates related to any product/process change down to agent level ✓ Analyses program’s performance (CRV Metrics) and provide initiatives to maintain client goals • Compliance Lead ✓ Oversee processes implemented by the program for compliance and hygiene metrics ✓ Maintain and revise guidelines (if needed) to ensure calibration all across the platform • Project Lead ✓ Leads program-initiated projects and/or approach in driving certain goals ​​Major Program Projects and Initiatives: (2018-2019) • Support Harmonization – Accountant Group • MCR (Multi-Contact Rate) Drive • QuickBooks Online Messaging Platform • Zero Glance Usage Project • Bridging Program (Training-OPS Initiative) • SME Onboarding Role Duration: July 2016 - April 2018 • Team Leader Technical Support ✓ Monitor and measure agent’s performance to improve and develop skills ✓ Day-to-day management of team and related issues Role Duration: Feb 2014 - April 2016 • Subject Matter Expert and Data Analyst ✓ Answers product-related questions and manages the knowledge development of each agents in a team. The first point of contact for every escalation that agents submit. ✓ Also become the program's data analyst that helps the management in gathering and building insights in a weekly basis and closely works with clients. Role Duration: Sept 2011 - Feb 2014 • Customer Service Expert ✓ Assists small business owners and accountants in managing their daily financial cycle by means of Quickbooks. APAC CUSTOMER SERVICE INC. Role Duration: August 2009 - July 2011 • Customer Service Expert ✓ Sirius XM service representative who assists customers in managing their subscription