Michelle Figueroa
Transaction Coordinator
Pampanga
Summary
Experienced customer service professional and Transaction Coordinator with a focus on managing transactions smoothly. Skilled in clear communication to satisfy clients and agents. Proficient in coordinating with involved parties and keeping records using software. Provided proactive support to streamline workflow. Handled document filing responsibilities with precision and efficiency, ensuring all documents were accurately organized and easily accessible. Supported in creating and organizing presentations for clients, ensuring clarity, professionalism, and alignment with client needs. Collaborated with team members to gather relevant information and data for presentations. Dedicated to delivering exceptional results, meeting customer needs with accuracy and attention to detail.
Overview
6
6
years of professional experience
Work History
Sales Development Representative
Plugwork Direct
06.2024 - Current
- Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
- Collaborated with marketing teams to develop and execute lead generation strategies, resulting in a significant increase in qualified leads.
- Participated in regular sales training and professional development sessions to enhance sales skills and stay updated on industry trends.
- Initiated contact with leads through personalized emails, phone calls, and social media outreach, consistently achieving a high response rate.
Media Specialist
KupunaWiki
04.2024 - Current
- Scheduled guest appearances for radio show, coordinating via email invitations, phone calls, and follow-ups. Managed guest schedules to ensure timely and seamless participation in the show.
- Prepared guide scripts and sent reminders to guests, ensuring they were well-prepared for their appearances. Coordinated with the production team to align guest topics with show themes.
- Uploaded recordings to Podbean and managed website updates for show content. Ensured that all episodes were accurately represented on the website and easily accessible to listeners.
- Provided general administrative support to the radio show team, including organizing documents, maintaining databases, and managing correspondence.
Service Coordinator
Kupuna Life
04.2024 - Current
- Utilized G-Suite tools such as Gmail, Google Calendar, and Google Docs to efficiently manage customer interactions and streamline administrative tasks.
- Managed all aspects of customer service for the Agency, including responding to inquiries, scheduling appointments for interested customers, and ensuring timely and accurate information delivery to customers and vendors.
- Collaborated with internal teams to address customer needs and resolve issues in a timely manner.
TRANSACTION COORDINATOR
ADVISORS.RE – Hon. Hawaii
1 2024 - Current
- Managed transactions smoothly, ensuring clear communication to satisfy clients and agents
- Coordinated with involved parties and kept records using software
- Provided proactive support to streamline workflow effectively
- Handled document filing responsibilities with precision and efficiency, ensuring all documents were accurately organized and easily accessible
- Supported in creation and organization of presentations for clients, ensuring clarity, professionalism, and alignment with client needs
- Collaborated with team members to gather relevant information and data, contributing to development of engaging and informative presentations.
ASSOCIATE MANAGER – Sutherland (T-Mobile) – Tarlac City, Central Luzon
06.2022 - 05.2023
- Encourage positive team culture by promoting open communication, collaboration, and teamwork, leading to improved team morale and customer satisfaction
- Develop and implement targeted performance improvement plans to address individual and team performance issues, resulting in increased productivity and better customer service
- Provide ongoing training and development opportunities to team members, facilitating skill-building and career growth
- Successfully developed and implemented personalized team dashboard that effectively tracks individual expert performance, providing valuable insights and facilitating data-driven decisions that enhance both individual and team performance.
- Mentored and supported 8 to 10 agents to create strong workplace culture.
CUSTOMER RESOLUTION EXPERT – Sutherland (T-Mobile) – Tarlac City, Central Luzon
04.2022 - 07.2022
- Worked closely with Business Support to track and resolve issues resulting from policy gaps or complex handoffs
- Collaborated with Team Leaders to analyze community trends and provide collective insights, best practices, and change management strategies to drive continuous improvement
- Organized and facilitated weekly team huddles focused on improving product knowledge, adherence to company policies, and continuous quality improvement through spot-checks and feedback sessions.
CUSTOMER SERVICE EXPERT – Sutherland (T-Mobile) – Tarlac City, Central Luzon
04.2021 - 04.2022
- Effectively managed customer escalations, providing timely and satisfactory resolutions to customer issues, resulting in a net promoter score of over 80
- Demonstrated exceptional time-management skills, balancing competing priorities while maintaining a high level of service quality
- Developed and maintained a strong understanding of products and services, allowing for accurate and efficient handling of customer inquiries and issues.
ADMINISTRATIVE ASSISTANT – Sulayan Electric – Tarlac City, Central Luzon
08.2018 - 11.2020
- Assisted in the development and implementation of new administrative policies and procedures, resulting in increased efficiency and effectiveness of administrative tasks
- Provided support to cross-functional teams by coordinating and scheduling meetings, compiling reports, and completing other administrative tasks, contributing to the achievement of team goals
- Demonstrated strong attention to detail in administrative tasks, ensuring accuracy and completeness of records and reports.
Education
BACHELOR OF ARTS IN COMMUNICATION ( UNDERGRAD) -
Tarlac State University
Skills
- Transaction monitoring
- Data entry proficiency
- File Management
- Client Relationship Building
- Problem-solving abilities
- Quality Assurance
- Multitasking Abilities
- Coaching and Mentoring
- Dispute Resolution
- Customer Service
Tools
- Google Suites
- Salesforce
- Microsoft Office
- Podbean
- Docusign
- Avaya
- Slack
- Zoom
- Webex
- Ring Central
- Zipforms
Timeline
Sales Development Representative
Plugwork Direct
06.2024 - Current
Media Specialist
KupunaWiki
04.2024 - Current
Service Coordinator
Kupuna Life
04.2024 - Current
ASSOCIATE MANAGER – Sutherland (T-Mobile) – Tarlac City, Central Luzon
06.2022 - 05.2023
CUSTOMER RESOLUTION EXPERT – Sutherland (T-Mobile) – Tarlac City, Central Luzon
04.2022 - 07.2022
CUSTOMER SERVICE EXPERT – Sutherland (T-Mobile) – Tarlac City, Central Luzon
04.2021 - 04.2022
ADMINISTRATIVE ASSISTANT – Sulayan Electric – Tarlac City, Central Luzon
08.2018 - 11.2020
TRANSACTION COORDINATOR
ADVISORS.RE – Hon. Hawaii
1 2024 - Current
BACHELOR OF ARTS IN COMMUNICATION ( UNDERGRAD) -
Tarlac State University
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