MARIA ANA MONINA MARATAS
Lucena City, Quezon
Summary
Experienced with cold calling and customer engagement, fostering meaningful connections with potential clients. Utilizes effective communication techniques and persuasive strategies to drive lead generation and sales. Knowledge of CRM systems and maintaining detailed customer records to support business objectives.
Overview
17
17
years of professional experience
Work History
Outbound Telemarketer
Teledudes Telemarketing LLC
03.2020 - Current
- Made 500-800 cold calls per day resulting in client base growth by 60-80%.
- Pre-qualify prospects, making sure that they are a good fit with All State Insurance
- Responsible for daily and weekly tracking of quoted and sold leads
- Weekly touch base with onshore clients for goal setting and sales coaching and strategies
Training Supervisor
IQOR PHILIPPINES
11.2017 - 06.2020
- Training, developing, and managing performance of training apprentices and trainees; including classroom training, providing coaching and conducts refreshers if needed
- Manages and reviews operational reports for the first 90 days (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Creates and maximizes relationships with client partners
- Provides leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet target performance
- Conducts regular one-on-ones with trainees to review classroom performance and offer ongoing developmental coaching
- Creates a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participates in cross functional meetings to review information received from operational support functions – Operations, HR, Quality, WFM, - and partner to define action plans that resolve issues and drive continuous improvement
Team Manager / Associate Trainer / Customer Service Representative
IBEX GLOBAL
10.2011 - 11.2017
- Managed and monitored team performance
- Sets and re-evaluated process quality, efficiency and effectiveness targets, ensuring that PLA goals are met
- Developed realistic an achievable strategies and action plan to address performance gaps, staffing requirements, staff morale, attrition rates etc
- Ensured 'knowledge retention' in the process by continuously developing and training staff
- Provided succession planning for team members
- Developed direct reports through various means, including timely feedback and coaching sessions
- Reviewed performance management schemes and ensures it is appropriate and implemented accurately and consistently across sections
- This includes personal development plans and recognition initiatives
- Responsible for evaluating current procedures and implementing process improvements
- Assisted in the implementation of the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Facilitated focus group discussions to gather feedback and acts on current issues
Change Trainer / Subject Matter Expert / Customer Service Representative
IBM - CITIBANK
10.2007 - 05.2011
- Provide refreshers and client updates to operations partners
- Maintained high levels of customer service quality as measured by initial response time, timely solution of all open inquiries
- Made systematic reports and analyzed Cards Services and Mortgage concerns
- Provided excellent customer service to make clients feel more comfortable and welcome to the company
- Managed customer service questions and problems efficiently
Education
HOTEL MANAGEMENT AND RESTAURANT MANAGEMENT -
INTER GLOBAL COLLEGE FOUNDATION INC. (IGCFI)
10.2008
Skills
- Cold calling
- Appointment setting
- Training and Planning Skills
- Verbal and written communication
- Microsoft office
- Persuasion techniques
- Effective Workload Management
- Client Management
- Attention to Detail
- Results Driven
Trainings And Seminars
- AT&T Leadership Academy
- AT&T Coaching Tactics
- AT&T Scenario Based Learning Phase 3 Certified
Timeline
Outbound Telemarketer
Teledudes Telemarketing LLC
03.2020 - Current
Training Supervisor
IQOR PHILIPPINES
11.2017 - 06.2020
Team Manager / Associate Trainer / Customer Service Representative
IBEX GLOBAL
10.2011 - 11.2017
Change Trainer / Subject Matter Expert / Customer Service Representative
IBM - CITIBANK
10.2007 - 05.2011
HOTEL MANAGEMENT AND RESTAURANT MANAGEMENT -
INTER GLOBAL COLLEGE FOUNDATION INC. (IGCFI)
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