Shane Iglesia

My responsibility and achievement in being offered a team lead position and transitioning into a Senior Virtual Assistant role for CMN callers reflect both leadership potential and a commitment to delivering exceptional service.

Key Responsibilities:

Leadership and Team Management:

As a team lead, I was entrusted with leading a group of 48 people, which required excellent communication, decision-making, and problem-solving skills. Managing this team meant overseeing their daily activities, ensuring alignment with company goals, and maintaining team morale.
I also mentored and supported team members, helping them navigate challenges and improve their performance. My ability to manage a diverse team shows that I can balance different personalities and skill sets to create a cohesive and high-performing unit.

Ensuring Quality and Consistency:

As a Senior Virtual Assistant for CMN callers, my responsibility extended to ensuring that the service provided to customers was of the highest quality. This would involve training the team to meet specific standards, conducting regular performance evaluations, and stepping in to handle complex cases that required a higher level of expertise.
I played a critical role in improving processes and workflows, ensuring that the team consistently met targets and provided top-notch support to customers.

Strategic Decision-Making and Process Improvement:

I also contributed to the broader strategy by offering insights to improve team efficiency and client satisfaction. My ability to identify areas for improvement and implement effective changes showcased my analytical skills and understanding of customer needs.

Maintaining High Standards and Focus on Client Needs:

I was at the forefront of interacting with CMN callers, directly impacting their experience by handling more complex queries and ensuring that the team was responsive and customer-centric.
Achievements:

Successful Transition to a Senior Role:

Being promoted to a Senior Virtual Assistant and being tasked with leading 20 people was a significant achievement. It indicates that my performance and dedication were recognized, and I was given a role with greater responsibility.

Team Leadership Success:

Leading a team of 20 people is no small feat. My leadership allowed me team to work cohesively, achieve their goals, and maintain high customer satisfaction levels. The fact that I managed this responsibility successfully highlights my leadership, organizational, and motivational abilities.

Improved Team Performance and Client Satisfaction:

Through my leadership and direct focus on CMN callers, I contributed to improved team efficiency, better service delivery, and higher client satisfaction scores. My ability to guide the team through challenges and achieve results was a testament to my capabilities as a leader.

Recognized as a Trusted Leader and Expert:

My transition into a Senior Virtual Assistant role also indicates that I am seen as an expert in customer management, trusted to lead by example and mentor others, thereby enhancing the overall performance of my team.

My journey highlights my ability to balance leadership with hands-on involvement in the work that matters most—client service. This achievement shows that I'm not only capable of leading large teams but also focused on ensuring quality and operational success in every aspect of my role.

As a licensed financial advisor, my job involves providing expert financial advice and guidance to clients to help them achieve their financial goals. My assess their current financial situation, understand their needs, and recommend tailored solutions, including investment strategies, retirement planning, insurance options, and estate planning.

My role requires staying up-to-date with market trends, financial products, and regulations to provide accurate and informed recommendations. I build and maintain strong relationships with clients, ensuring they feel confident in my expertise to manage their financial well-being. Additionally, I must adhere to ethical standards and regulations while maintaining a high level of professionalism in all interactions.

Cold calling in real estate involves reaching out to potential clients—often homeowners, buyers, or investors—who have not expressed prior interest in my services. The goal is to introduce them to real estate opportunities, whether it's selling, buying, or renting properties. I may be calling leads from a database, expired listings, or prospecting for new business.

My role includes presenting real estate options, gathering information about their needs, answering questions, and setting appointments for follow-up meetings or property showings. Successful cold calling requires strong communication skills, persistence, and the ability to handle rejection, while maintaining a positive and professional approach.

As an ESL (English as a Second Language) online teacher, my role is to help non-native English speakers improve their language skills through virtual lessons. I teach grammar, vocabulary, pronunciation, reading, writing, speaking, and listening skills, tailoring lessons to each student's proficiency level and learning goals. I create engaging lessons and activities that encourage student participation, provide constructive feedback, and track their progress.

My work involves using online platforms and tools to deliver lessons, assess students, and create a positive and supportive learning environment. Additionally, I must have strong communication skills and cultural sensitivity to effectively teach students from diverse backgrounds.

As an Account Associate, my role involves supporting the management of client accounts, ensuring smooth communication, and assisting in the delivery of services or products. I collaborate with clients and internal teams to understand their needs, track progress, and resolve any issues that may arise. I may be responsible for preparing reports, managing client documentation, and helping to maintain relationships to ensure customer satisfaction. My role requires attention to detail, strong organizational skills, and the ability to prioritize tasks effectively while working under deadlines.