PAUL PASCOBELLO

• Prepared quizzes, tests and examinations to gauge how well students were learning.
• Created lessons and online testing materials to facilitate remote learning.
• Shifted between formal and informal methods of teaching to keep students engaged.
• Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
• Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
• Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.

• Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Communicated KPIs outlined in the annual plan to inform employees of expectations and deliverables.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Conducted regular reviews of operations and identified areas for improvement.
• Coached team members in techniques necessary to complete job tasks.

• Assisted SOPHI Management in making sure all policies and processes were administered honestly, consistently, and with sound judgment
• Served as support in case any TL is on leave or on rest day.
• Offered assistance in implementing and developing training programs.

• Managed the day-to-day operations of the academic coordination department
• Provided administrative support to the client like managing emails, setting up meetings and following up.
• Assisted with marketing and promotional activities for study abroad programs
• Successfully increased the number of students admitted and enrolled in study abroad programs through consistent communication and outreach efforts
• Coordinated with faculty and staff from the different universities and colleges in the U.S to establish partnerships with Global Learning Semesters
• Created reports for the number of leads generated and the number of enrollees
• Assisted the team lead in making sure that the policies and processes of the company and client are in place.

• Advised students on course selection, program requirements, and career paths aligned with their academic goals
• Addressed questions and concerns related to program details, enrollment procedures, technical difficulties, and online learning resources
• Identified potential students through various channels like online marketing and cold calling.

• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored and guided employees to foster proper completion of assigned duties.
• Streamlined workflows for increased efficiency reduce turnaround times for critical tasks.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Managed leave requests and absences and arranged covers to facilitate the smooth flow of operations.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Implemented employee recognition programs that boosted morale and increased retention rates within the team.

• Worked and coordinated with Operation Support Specialists to ensure that Schedule compliance and compliance issues are closely monitored to meet the required staffing
• Monitored schedule adherence, average handling time, and hold time of the agents and provided data and feedback to operations.

Validated and made analysis on associates net promoter scores and first call resolution scores; sent validated results and provided a summary report to operations

• Conducted regular coaching sessions with associates on meeting goals
• Conducted call monitoring sessions with the assigned team to ensure proper call flow is being followed and service to sales principles are followed when applicable
• Increased Client’s Sales Revenue
• Enhanced positive customer experience through needs-based discussion
• Motivated the associates through the sharing of selling techniques, best practices, and testimonials
• Acknowledged and rewarded team and team members’ accomplishments, as well as exceptional performance in sales.

• Provided exceptional customer service via phone and chat, addressing inquiries related to billing statements, payments, late fees, service plans, and other billing-related matters
• Proactively identify upselling and cross-selling opportunities through customer needs
• Resolved customer billing-related issues promptly and effectively, maintaining a high level of customer satisfaction.
• Maintained up-to-date knowledge of product and service changes.
• Responded to customer requests for products, services, and company information.
• Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.