ROSE ANN DACLES
Cebu City
Summary
As an enthusiastic and dedicated Virtual Assistant with extensive experience in team leadership and technical support, I am eager to contribute my skills to your dynamic team. My proven ability to enhance operational efficiency and foster collaboration among team members aligns perfectly with your organization's goals. I am excited about the opportunity to leverage my expertise in a challenging environment and drive success together with your team.
Overview
17
17
years of professional experience
Work History
Operations Specialist
Freelance Virtual Assistant(Property Manager)
04.2023 - Current
- Managed guest communications through platforms such as Hospitable to enhance client satisfaction.
- Coordinated cleaner scheduling and ensured quality assurance via Turno.
- Executed maintenance and handyman dispatch for efficient property upkeep.
- Applied dynamic pricing and revenue management strategies using Pricelabs.
- Created and optimized listings, integrating with Property Management Systems.
- Organized information, updated databases, and conducted market research for data accuracy.
Team Leader
Transformative Digital Customer Experience
Cebu City
11.2019 - 07.2024
- Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.
- Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.
- Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed.
- Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally.
- Understand the top user issues and make recommendations to improve client products and policies; support the team in being the voice of the customer to the rest of the company.
- Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues.
- Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.
- Able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
- Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Team Leader
Concentrix/Convergys Corporation
Cebu City
07.2014 - 05.2019
- Manages, leads and motivates a team of employees to meet and exceed client’s target goals.
- Communicates company goals, targets, deadlines, updates and trainings to the team.
- Keeps the team updated on their performance on a daily, weekly and monthly basis.
- Communicates concerns and policies between the management and employees.
- Conduct call listening sessions with the team on a weekly basis to facilitate call quality and calibration among team members.
- Conduct one on one coaching sessions on team members.
- Conduct Service Delivery Manager touchpoint training sessions to agents on a weekly basis.
- Answer calls for customers requesting for a supervisor or someone higher.
- Updates the team dashboard on a daily basis using Microsoft EXCEL/WORD and other office applications.
- Promotes advocacy and focus on understanding what really matters to the customers.
- Providing excellent customer service in a professional and timely manner every time.
- Maintain work integrity and follow code of conduct of the company.
- Quarterly Top Team Lead awardee from 2017 until 2018
- Convergys Best of the Best Floor Support for 2014
Floor Support
Concentrix/Convergys Corporation
Cebu City
11.2013 - 06.2014
- Real Time Assistance.
- Floor walking and tracking of FAQs.
- QC Assist / Supervisor system overrides.
- Supervisory Calls.
- Conduct weekly coaching focusing on technical competencies of agents.
- Daily Call Monitoring (Recorded or Live Calls).
- Conduct mock calls.
- Process Updates – Teachback Facilitation, Knowledge Process Checks, FAQ Discussions.
- Agent Phonetime.
Technical Support Representative
Concentrix/Convergys Corporation
Cebu City
05.2010 - 10.2013
- Answer incoming calls and provide assistance for registration, email creation, physical line signal testing, modem/filter set-up and email, browser, and modem troubleshooting.
- Responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products.
- Interact and coordinate with other departments to resolve customer issues.
- Determine further action or final completion on customer cases received.
- May be asked to sell additional products or services.
- Test, analyze and clear customer reported trouble.
- Interpret customer records and repair tickets.
- Escalate customer issues when appropriate.
Technical Support Representative
Sykes Asia, Incorporated
Cebu City
06.2008 - 04.2010
- Answered incoming calls promptly and according to our established call-handling processes.
- Building Rapport and Empathize if necessary to gain the trust of the customer.
- Setting of Expectations on what are the troubleshooting steps to be done.
- Resolving Technical Issues.
- Provides information that fits for their needs.
- Customer relationships through excellent rapport and identification of needs.
- Troubleshoot products and services to best fit their needs and expectations.
- Provide customers with product and service information.
- Offered step by step instructions to resolve application issues.
- Upsell products and services.
- Providing excellent customer service in a professional and timely manner every time.
Education
Bachelor of Science - Information Technology
University of Cebu – Main Campus
03.2008
High School Diploma -
University of Cebu – Main Campus
03.2004
Elementary -
Mabolo Elementary School
Cebu City03.2000
Skills
- Property Operations & Management
- Team Leadership and Performance Coaching
- Guest Relations and Communication
- Vendor, Cleaner, and Maintenance Coordination
- Quality Assurance and Inspection Oversight
- Dynamic Pricing and Revenue Management (Pricelabs)
- Listing Creation and Optimization (Hospitable, Airbnb, VRBO, PMS systems)
- Workflow Management and Process Improvement
- Scheduling and Task Prioritization
- Data Entry, Database Management, and Reporting
- Market Research and Trend Analysis
Technical Skills And Qualifications
- Knowledge of basic and advanced computer operating systems like Microsoft Word, Excel and Powerpoint.
- With basic knowledge in electronics and technological repairs.
- Flexible and pays attention to detail and ability to learn quickly.
- Ability to handle multiple tasks and solve customer queries efficiently.
- Ability to build and maintain good relationship to co-workers.
- High initiative to manage busy workload without close supervision.
References
References available upon request.
Timeline
Operations Specialist
Freelance Virtual Assistant(Property Manager)
04.2023 - Current
Team Leader
Transformative Digital Customer Experience
11.2019 - 07.2024
Team Leader
Concentrix/Convergys Corporation
07.2014 - 05.2019
Floor Support
Concentrix/Convergys Corporation
11.2013 - 06.2014
Technical Support Representative
Concentrix/Convergys Corporation
05.2010 - 10.2013
Technical Support Representative
Sykes Asia, Incorporated
06.2008 - 04.2010
Bachelor of Science - Information Technology
University of Cebu – Main Campus
High School Diploma -
University of Cebu – Main Campus
Elementary -
Mabolo Elementary School