KIM DIANNE F. BUENDIA

Job Description:

Responsible for developing and delivering training programs for new and existing employees supporting the NBA subscription account. Focused on ensuring that agents are knowledgeable in handling customer concerns through chat and email, including subscription management, billing inquiries, and technical troubleshooting. Collaborates with quality and operations teams to maintain service excellence and meet performance goals.

Key Responsibilities:

• Develop and maintain training materials such as lesson plans, presentations, and process documentation tailored for the NBA subscription account.
• Conduct onboarding sessions for new hires and refresher training for tenured agents to enhance product knowledge and communication skills.
• Train agents on handling customer inquiries and concerns related to subscriptions, renewals, billing, cancellations, and technical issues via chat and email tickets.
• Work closely with the Quality Assurance and Operations teams to ensure performance, compliance, and quality targets are achieved.
• Evaluate trainee performance through assessments, coaching sessions, and post-training feedback.
• Provide ongoing technical and process support to new and existing agents.
• Monitor training effectiveness and recommend improvements to enhance learning outcomes.
• Collaborate with management to align training strategies with business objectives.

Job Description:

Responsible for managing daily operations of the flower shop account, ensuring smooth workflow, excellent customer service, and efficient team performance. Oversees call handling, order processing, and customer issue resolution while maintaining compliance with company policies and service standards.

Key Responsibilities:

• Supervise daily team operations, monitor call performance, and ensure timely completion of tasks.
• Prepare and review monthly and annual performance reports to track productivity and quality goals.
• Coordinate team schedules to maximize coverage during peak business hours.
• Handle customer escalations, take over calls when necessary, and ensure customer satisfaction.
• Check and monitor customer interactions and call records in the CRM system for accuracy and quality.
• Process refunds to customers’ credit cards and verify successful transactions.
• Use Asana to manage and place customer orders accurately.
• Provide coaching, support, and guidance to agents on best practices and service standards.
• Collaborate with management and other supervisors to ensure smooth operations and meet business objectives.
• Revising ways of optimizing procedures and keeping staff motivated
• Answering agent questions regarding best practices or difficult calls.
• Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.

Job Description:

Responsible for handling daily inbound and outbound calls from customers regarding their orders and delivery inquiries. Provides accurate information, assists with order status updates, and processes requests for cancellations and refunds in a timely and professional manner. Ensures a positive customer experience by resolving issues efficiently and maintaining excellent communication.

Key Responsibilities:

• Answer daily customer calls and respond to inquiries about orders, delivery status, and shipping details.
• Process requests for order cancellations, refunds, and returns in accordance with company policies.
• Update customers on order progress, estimated delivery times, and any potential delays.
• Maintain detailed and accurate records of customer interactions in the system.
• Collaborate with other departments (logistics, billing and sales team) to resolve customer concerns.
• Provide excellent customer service to ensure satisfaction and build customer loyalty.
• Follow company communication guidelines and service standards.

Job Description:

Responsible for contacting potential clients interested in home renovations and setting appointments for consultations with the Project Manager. Acts as the first point of contact, providing information about the company’s services, gathering client details, and ensuring a smooth scheduling process.

Key Responsibilities:

• Make outbound calls and respond to inquiries from potential clients regarding home renovation and remodeling services.
• Qualify leads by identifying client needs, project details, and timeline.
• Schedule appointments between clients and project manager.
• Maintain and update client information in the CRM or appointment tracking system.
• Follow up with interested clients to confirm schedules and address preliminary questions.
• Provide excellent customer service and maintain a professional and friendly tone in all communications.

Job Description:

Responsible for making outbound calls to small business owners to offer financial loan solutions. Engages prospects through effective sales conversation, identifies their funding needs, and transfers qualified leads to the client or closing team. Demonstrates strong communication, persuasion, and relationship-building skills to meet daily and monthly sales goals.

Key Responsibilities:

• Make outbound calls to small business owners to introduce loan programs and funding options.
• Conduct needs assessments to determine eligibility and match clients with suitable loan offers.
• Engage prospects with strong sales talk and persuasive communication to generate interest.
• Qualify potential leads and transfer them to the closing or funding team to finalize the deal.
• Maintain detailed records of calls, leads, and transactions in the CRM system.
• Meet and exceed daily, weekly, and monthly sales quotas.
• Build rapport and maintain professional relationships with prospective clients.
• Stay informed about loan products, qualification requirements, and industry updates.

Job Description:

Responsible for making outbound calls to potential customers to promote solar energy solutions and schedule qualified appointments for the sales team. Focused on achieving daily and monthly quotas by generating leads, explaining product benefits, and encouraging homeowners to consider solar installation.

Key Responsibilities:

• Make outbound calls to residential and commercial customers to offer solar energy products and services.
• Qualify leads by identifying customer interest, property suitability, and energy needs.
• Schedule appointments for the sales team to conduct consultations or site assessments.
• Meet and exceed daily, weekly, and monthly appointment and lead generation quotas.
• Maintain accurate records of calls, leads, and appointments in the CRM system.
• Provide clear information about solar energy benefits, savings, and installation process.
• Follow up with interested customers to confirm appointments and address initial questions.
• Work closely with the sales team to ensure smooth handoff of qualified leads.

Job Description:

Responsible for verifying patient eligibility and insurance coverage for medical products such as knee and back braces. Communicates with patients to gather necessary information, determine qualification for coverage, and ensure accurate documentation. Provides product information and assists patients through the verification and qualification process.

Key Responsibilities:

• Contact patients to verify their eligibility for medical braces and other related products.
• Collect and confirm patient information, including insurance details and medical documentation.
• Verify insurance coverage and determine qualification based on plan requirements.
• Explain product benefits, usage, and coverage details to patients in a clear and professional manner.
• Maintain accurate and organized patient records in compliance with company and HIPAA policies.
• Coordinate with insurance providers and internal departments to process patient applications.
• Meet daily and monthly targets for verification and qualified leads.
• Provide excellent customer service and ensure a positive patient experience.

Job Description:

Responsible for teaching English to non-native speakers through online platforms. Prepares engaging lessons that develop students’ reading, writing, listening, and speaking skills. Monitors progress, provides constructive feedback, and ensures each student meets their learning goals.

Key Responsibilities:

• Prepare and present online lessons to help students improve their English communication skills.
• Focus on enhancing reading, writing, listening, and speaking abilities.
• Assess and evaluate students’ progress to ensure they are meeting academic and language objectives.
• Report on student performance and provide feedback to encourage improvement.
• Assist students with technical issues and provide guidance during virtual sessions.
• Customize lessons according to student level, learning pace, and goals.
• Create a positive and interactive online learning environment.