Zoom, Microsoft Teams,, Google Meet, and SocMed Platforms
ANNELYN OBERO
Virtual Assistant/Customer Service Associate/Record Retrieval Specialist/Training and Call Quality Specialist/
Balanga,Bataan
Work Preference
Summary
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management, and customer service skills. Offering 5 years and 6 months of BPO experience providing quality administrative support to clients. I'm a hardworking employee enthusiastic to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
7
7
years of professional experience
3
3
Certificates
Work History
Training and Call Quality Specialist
Genpact LLC
03.2024 - 03.2026
- Conducted comprehensive training sessions to enhance staff proficiency in call quality standards.
- Monitored and evaluated call interactions to ensure compliance with healthcare regulations and policies.
- Collaborated with cross-functional teams to identify training needs and optimize performance metrics.
- Generated detailed reports on call quality assessments, contributing to actionable insights for process improvements.
- Facilitated feedback sessions with staff, fostering a culture of continuous improvement and accountability.
- Enhanced call quality by conducting thorough monitoring and analysis of agent interactions.
- Collaborated with team leads to develop performance improvement plans for underperforming agents, leading to increased productivity levels.
- Assisted in the creation of comprehensive training materials to enhance new hire onboarding and continuous development efforts.
Customer Service Representative
Genpact Services LLC
11.2022 - 02.2024
- Resolved customer inquiries through effective communication and problem-solving, enhancing customer satisfaction.
- Maintained accurate records of customer interactions, ensuring compliance with quality assurance standards.
- Engaged in continuous learning of product updates, enhancing personal knowledge and supporting team growth.
- Participated in team meetings to discuss performance metrics, contributing to strategic service enhancements.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Record Retrieval Specialist
Genpact LLC
08.2020 - 11.2022
- Streamlined document retrieval processes, enhancing efficiency and reducing turnaround times significantly.
- Led the retrieval of records, ensuring compliance with company regulations and standards.
- Utilized data management software to track and report on retrieval performance metrics, driving process improvements.
- Utilized advanced database management systems to track and manage records requests, supporting operational needs.
- Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
College Instructor
ACLC College of Balanga Inc.
06.2019 - 03.2020
- Developed and delivered course materials that enhanced student engagement and comprehension.
- Facilitated collaborative discussions, fostering critical thinking and peer-to-peer learning among students.
- Mentored junior faculty in instructional strategies, improving overall teaching quality and effectiveness.
- Evaluated student performance through assessments, adapting teaching methods to meet diverse learning needs.
- Implemented innovative teaching techniques, resulting in increased student participation and improved outcomes.
- Participated in curriculum review processes, ensuring alignment with accreditation requirements and educational goals.
- Developed strong relationships with students through clear communication and active listening, fostering an inclusive classroom environment.
Primary School Teacher
St. Joseph City School of Balanga Bataan Inc.
11.2018 - 03.2019
- Led classroom activities that fostered collaboration, critical thinking, and creativity among students.
- Utilized various assessment tools to track student progress and adjust teaching methods accordingly.
- Developed individualized education plans to support diverse learning needs and improve academic outcomes.
- Developed strong relationships with parents, guardians, and colleagues through effective communication and collaboration, fostering a supportive learning environment for students.
- Designed daily lesson plans customized to student needs.
Increased student comprehension by incorporating diverse teaching methods and materials to accommodate different learning styles.
Education
Bachelor of Secondary Education (BSEd) - English
Bataan Peninsula State University
City of Balanga, Philippines05-2018
Skills
Training program development
Quality assurance processes
Microsoft Office
Attention to detail
Team Collaboration
Adaptability
Interpersonal communication skills
Product and service knowledge
Complex Problem-solving
Objection handling
Database management
Documentation and recordkeeping
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Experienced training professional with a proven track record of supervising and developing over 400 trainees through comprehensive process and product-specific training, fostering high-performance teams and supporting organizational goals.
Certification
Licensed Professional Teacher
Affiliations
- Customer Service Professionals Network
- Training and Call Quality
Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Software
Google Workspace -Docs, Sheets, Slides, Gmail and Drive
Call Center Platforms - Avaya, RingCentral, NICE Cxone
Learning Management Systems (LMS)- Genome and Cornerstone
Remote Access Tools: Citrix Workspace, Omnissa Workspace ONE
Quality Monitoring and Performance Management Tools
Languages
English
Advanced (C1)
Interests
Content Creation and Digital Media
Professional Development
Community Volunteering
Reading and Research
Health and Wellness Activities
Technology and Productivity Tools
Timeline
Earned Top Trainer distinction for three consecutive years (2024–2026) through outstanding training delivery, employee development, and performance improvement initiatives.
03-2024
Training and Call Quality Specialist
Genpact LLC
03.2024 - 03.2026
Customer Service Representative
Genpact Services LLC
11.2022 - 02.2024
Top Agent-Customer Service Representative
03-2022
Record Retrieval Specialist
Genpact LLC
08.2020 - 11.2022
College Instructor
ACLC College of Balanga Inc.
06.2019 - 03.2020
Primary School Teacher
St. Joseph City School of Balanga Bataan Inc.
11.2018 - 03.2019
Licensed Professional Teacher
03-2018
Bachelor of Secondary Education (BSEd) - English
Bataan Peninsula State University