ROLAND NAVARRA JR

Established and manage a BPO company offering virtual assistance, customer service, and back-office support to clients across various industries.

Key Responsibilities:

• Recruited and led a remote team to deliver high-quality services.
• Handled client acquisition, onboarding, and relationship management.
• Developed SOPs and performance metrics to ensure efficiency and quality.
• Managed daily operations, team training, and financial oversight.
• Executed marketing strategies to grow the client base and revenue.

• As a Sr. Program Advisor, It is my responsibility to provide case review and assistance to anyone interested in getting out of their timeshare contract.
• I provide them with real solutions and walk them through their options.
• I also provide a risk assessment to help them understand the effect and possible risks when getting out of the contract.
• I also close the sale and perform online contract signing and disclosure to ensure that my clients are fully aware of the terms.

• Responsible for all sales activities in the area, from lead generation to closing.
• Works closely with sales and support teams to foster high customer satisfaction and generate profit.
• Measure the effectiveness of marketing, advertising, and communications programs and strategies.

• Collect and analyze data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand.
• Establish and execute a project communication plan.
• Perform risk assessments to develop response strategies.

• Review operational records and reports to project sales and determine profitability.
• Monitor customer preferences to determine focus of sales efforts.
• Maintain metrics, reports, process documentation, customer service logs, or training or safety records.

• Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
• Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.