Summary
Overview
Work History
Education
Skills
Timeline
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Everee Estrelle Quezon

Everee Estrelle Quezon

Supervisor - RealPage Philippines Inc

Summary

  • 18 Years of BPO/Call Centre experience in Operations and Administration, providing Customer Support in a busy call center - Real State, Banking and Healthcare provide.
  • Forward-thinking team leader skilled at operating departments efficiently to meet goals.
  • Successful background matching employees with roles for maximum performance.
  • Proactive and hardworking individual focused on continuous operational improvement.
  • Detail-oriented team player with strong organizational skills.
  • Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

18
18
years of professional experience

Work History

Supervisor of Operations

RealPage Philippines Inc
10.2018 - Current
    • Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
    • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
    • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
    • Delegated tasks to administrative support staff to organize and improve office efficiency.
    • Interceded between employees during arguments and diffused tense situations.
    • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
    • Completed bi-weekly payroll for 22 employees.
    • Kept high average of performance evaluations.
    • Organized meetings for executives and coordinated availability of conference rooms for participants.
    • Implemented project management techniques to overcome obstacles and increase team productivity.
    • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
    • Completed bi-weekly payroll for 22 employees.

Lead Assistant Manager

EXL Service Philippines
12.2017 - 07.2018
  • Built strong relationships with customers through positive attitude and attentive response.
  • Assisted with new hire processing and existing training programs.
  • Initiated timely response to emails, voicemails, and written correspondence.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.

Supervisor of Operations

Aegis People Support
04.2009 - 11.2013
  • Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Senior Quality Analyst

Aegis People Support
08.2007 - 03.2009
  • Communicated between Operations, Training Team and developers to clarify features.
  • Developed and maintained quality assurance procedure documentation.
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Analyzed quality and performance data to support operational decision-making.
  • Used PPTs to create presentations, flowcharts and graphs detailing data analysis results.
  • Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
  • Defined and implemented quality initiatives to reduce risk.

Inbound Call Center Agent

Aegis People Support
12.2005 - 08.2007
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on company systems, form completion, and access to services.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Processed debit and credit card and electronic check payments.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Responded to customer calls and emails to answer questions about products and services.

Education

Bachelor of Science - Management Accountancy

St. Theresa's College
Cebu City
05.2001 -

Skills

Team Development

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Timeline

Supervisor of Operations

RealPage Philippines Inc
10.2018 - Current

Lead Assistant Manager

EXL Service Philippines
12.2017 - 07.2018

Supervisor of Operations

Aegis People Support
04.2009 - 11.2013

Senior Quality Analyst

Aegis People Support
08.2007 - 03.2009

Inbound Call Center Agent

Aegis People Support
12.2005 - 08.2007

Bachelor of Science - Management Accountancy

St. Theresa's College
05.2001 -

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Everee Estrelle QuezonSupervisor - RealPage Philippines Inc