Maria Paulyn Ebio
Real Estate Virtual Assistant - Team Lead
Summary
Accomplished Team Lead with a proven track record at Convergys Philippines, enhancing team productivity and client satisfaction through effective operations management and people skills.
Spearheaded SOP development and KPI implementation, significantly boosting performance and efficiency. Expert in coaching and problem-solving, ensuring seamless process improvements and team growth.
Dynamic, organized and dedicated Real Estate Administrative Assistant with experience in administrative, clerical support and team management. Skilled in Microsoft Office Suite and real estate software. Agile with strong attention to detail and excellent customer service skills.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Team Lead - Real Estate Administrative Assistant
Confidential Company
Victoria
10.2017 - 07.2024
- Strengthened client relationships through weekly or bi-weekly catch ups, personalized outreach efforts, and attentive support throughout the transaction process.
- Created and implemented comprehensive SOPs for residential property management which streamlined workflows and improved task completion at very minimal to zero error.
- Coordinated with both property managers and inspecting agents and scheduled over 300 property inspections per month, ensuring timely and efficient inspections for all properties in their own portfolio.
- Managed filing system, entered data and completed other clerical tasks - archiving documents, preparing notices, leases, authority, Landlord instruction form, etc.
- Assisted team members with both regular or any special tasks on a daily basis.
- Collaborated with other department leads to streamline workflows and achieve very minimal to zero error of task completion.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Designed and implemented a comprehensive KPI framework for the VA rentals team which improved project delivery timelines and enhanced team productivity.
- Do interview and Train new team members by relaying information on company procedures, importance of using the SOP's and regular updates of each KPI's.
- Managed tasks by equally delegating them to all team members, leading to improved efficiency and a balanced workload among us all. I also approve time off requests and cover for short shifts.
- Managed potential issues through proactive planning, monitoring, and timely decision-making that will surely benefit the process.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Lead Trainee
Convergys Philippines
Alabang Muntinlupa
08.2015 - 10.2017
- Participated in cross-functional team-building activities.
- Evaluated the effectiveness of implemented strategies regularly and adjusted them as needed to consistently meet or exceed performance goals.
- Boosted employee morale with regular recognition of outstanding achievements and efforts, leading to increased overall job satisfaction.
- Mentored junior staff to improve their skill sets and advance within the company.
- Enhanced team productivity by implementing efficient workflow processes and communication strategies.
- Analyzed data trends to identify areas of opportunity for process improvements within the department.
- Resolved conflicts between team members, creating a harmonious work environment that improved overall team performance.
- Collaborated with other Team Leads in developing long-term strategic goals for the company''s continued success.
- Conducted regular team meetings to review and address concerns or challenges, and set clear expectations moving forward.
- Achieved high levels of customer satisfaction through proactive problem-solving measures taken during critical situations.
- Provided regular feedback to team members regarding their performance, helping them identify areas of improvement and develop action plans for growth.
- Promoted a culture of continuous improvement by encouraging team members to share innovative ideas and solutions for process enhancements.
Education
Bachelor of Science - Business Management
University of The East
Manila 06.1994 - 05.1998
Skills
Client Support
Operations and People Management
Attention to Detail
Quality Control & Improvement
Work Planning and Prioritization
Performance Improvement
Employee Monitoring and Evaluation
SOP Adherence
Email, Chat and Phone Support
Certification
Agent Rep Certificate
Timeline
Agent Rep Certificate
09-2021
Team Lead - Real Estate Administrative Assistant
Confidential Company
10.2017 - 07.2024
Team Lead Trainee
Convergys Philippines
08.2015 - 10.2017
Bachelor of Science - Business Management
University of The East
06.1994 - 05.1998
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