Princesse Veron Amadeo

  • Davao City Philippines

Telemarketing Expert and Social Media Manager

Work History

Work History
Apr 2014 - Apr 2015

Supervisor/Team Lead

VXI Global Holdings
  • Manage a team of call center agents. Manage by walking around. Be visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback .
  • Review daily statistics and results. Disseminate new product information to the agents. Introduce new staff members. Present commendations and awards. Communicate company information. Provide agents with a glimpse of future weeks. Create effective channels of agent feedback.
  • Perform at least one monitoring evaluation/coaching (documented) with each agent every week. Keep track of attendance, daily statistics, paid time off, sick time, etc. Create and maintain files on each agent as they relate to attendance, production, and reviews.
  • Present to the Group Manager at the conclusion of daily or each week a breakdown of thepast week's monitoring checklists and a written performance summary of the team.
Nov 2013 - Apr 2014

SME (Subject Matter Expert)

VXI Global Holdings
  • Functions as the ambassador for knowledge area. Applies expertise to support the team.
    Articulates and implements best practices related to area of expertise. Provides guidance and coach agent on how agent can improve statistics by providing best resolution to customer’s issue. Main focus is agents’ ability to handle/take calls and make sure to provide excellent customer service to avoid repeats (customer calling back).
  • Works with Lead SME(s) to provide knowledge, support and coaching to agents. SMEs are often the "go to" people for assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs or general contact center issues.
Jun 2012 - Nov 2013

Technical Support Agent

VXI Global Holdings
  • Deliver customer service and technical support to customers using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by probing and analyzing issues.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
  • Research required information using available resources.
  • Follow standard processes and procedures.
  • Identify and escalate priority issues per Client specifications.
  • Redirect problems to appropriate resource.
  • Accurately process and record call transactions using a computer and designed software.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
  • Follow up and make scheduled call backs to customers where necessary.
  • Stay current with system information, changes and updates.

Trained for:

  • Tier 1 Technical Support
  • Tier 2 Technical Support
  • IP DSL Technical Support
  • ICM (Integrated Care Management) Technical Support
  • Billing
  • FTTP
  • Customer Service
  • Pre install (sales) Team Lead

 

Jan 2011 - Jan 2012

Social Media Management and Marketing

Empowered Networkers
  • In charge of boosting online presence and lead generation through Facebook and Twitter. Creation and scheduling of content for social media with the use of social media management tools. Weekly evaluation of social media presence and audience reach.

Education

Education
Jan 2005 - Jan 2010

Bachelor’s Of Science In Nursing

Notre Dame of Dadiangas University
Jan 2001 - Jan 2005

General Santos Hope Christian School
Jan 1995 - Jan 2001

Junior Cultural Academy