Stefanie Caballes
Cecu City,Philippines
Summary
Resourceful professional skilled in Microsoft Suite and Google Workspace, with a strong aptitude for quickly mastering new software. Excels in high-pressure situations and consistently meets deadlines. Strong organisational skills drive client satisfaction and effective communication fosters rapport. Adaptable team player who thrives in dynamic environments.
Overview
10
10
years of professional experience
Work History
Sales Representative
Dyninno
09.2024 - 05.2026
- Presented tailored alternatives and guided selections to optimise customer satisfaction.
- Advised on ticket policies and fare benefits to ensure alignment with budget needs.
- Assessed passenger needs to align itineraries with preferences and requirements.
Team Leader
Go Team
10.2023 - 05.2024
- Managed team email, calendars, and shared files to ensure smooth handovers.
- Coordinated appointments for clients and supervisors, ensuring clear time confirmations for effective scheduling.
- Managed daily inbound and outbound calls for clients and supervisors, facilitating seamless communication.
- Resolved scheduling conflicts by identifying alternative time slots and communicating changes to involved parties. using critical thinking and proactive rescheduling.
- Guided team members through processes to maintain consistent service.
- Quality-check agent work within assigned queue to maintain standards.
- Delivered performance statistics to clients, highlighting team numbers and productivity metrics.
- Build department knowledge resources shared beyond own team for reuse.
- Enter work details accurately in daily records and systems.
Virtual Assistant Scheduler
Go Team
08.2021 - 10.2023
- Organised calendar for team meetings, trips, and appointments to ensure smooth scheduling.
- Delivered daily administrative support, enhancing organisational efficiency.
- Monitored email inboxes, prioritising messages and replying to urgent communications promptly.
- Handled incoming calls and emails, responding promptly or routing queries.
- Handled client correspondence and internal communications in a professional manner.
- Managed confidential information discreetly to uphold data protection standards.
- Updated client correspondence files and logged additions in file index.
- Completed administrative tasks for document management and report development.
- Facilitated communication with international clients, strengthening relationships and collaboration.
Senior Quality Analyst
OfficePartners360
12.2019 - 07.2021
- Conducted root cause analysis for product failures, preventing recurrence of defects.
- Evaluated agents' work against quality standards, ensuring adherence to compliance protocols.
- Assessed quality of junior analysts' audits to ensure reliability
- Delivered training sessions for junior analysts on quality assurance methodologies, enhancing team competency.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Provided daily, weekly, and monthly quality information to key clients, enabling informed decision-making.
- Created performance reports for client review, providing clear insights into quality metrics.
- Maintained up-to-date knowledge of industry trends and technologies to improve quality assurance practices.
Team Leader
OfficePartners360
06.2019 - 12.2019
- Monitored team performance and pinpointed improvement areas for corrective action.
- Maintained excellent employee relationships through supportive, positive, helpful working practices.
- Monitored staff performance and built improvement plans to address gaps.
- Resolved complex customer enquiries, disputes, and complaint escalations promptly.
- Evaluated team performance and gave constructive feedback for daily goal progress.
Quality Analyst
OfficePartners360
02.2019 - 05.2019
- Monitored project progress, flagged risks, and applied preventive actions daily.
- Conducted performance tests on features, confirming functionality, reliability, and quality.
- Published daily, weekly, and monthly quality reports for client decisions.
- Monitored and tracked agent work to maintain required quality standards.
- Delivered coaching and training to improve agent capability and consistency.
Backoffice Representative
OfficePartners360
08.2018 - 01.2019
- Collect product data from manufacturers and contractors for sales updates.
- Update sales website using seller-provided product information.
- Maintain site uptime by fixing errors and bugs quickly.
- Refresh website listings with new product information from suppliers.
- Improve product search by correcting images and enhancing description indexing.
- Upload product images, identification details, and descriptive text for listings.
Technical Support
Convergys
11.2016 - 06.2017
- Coordinated technical support and delivered consistent, high-quality service to customers.
- Led troubleshooting for BIM software issues to maintain customer productivity.
- Managed software and app error resolution to uphold service standards.
- Helped customers calculate their company and employee taxes.
Education
Bachelor of Secondary Education - Education
University of Cebu Main
Cebu City01-2018
Skills
- Outbound Client Calling
- Inbound Client Calling
- Appointment Setting
- Email Management
- Calendar Management
- File Management
- Accurate Data Entry
- Invoice Gathering
- Administrative Tasks
- Critical Thinking
- Excellent organizational skills
- Google Site Creation
Timeline
Sales Representative
Dyninno
09.2024 - 05.2026
Team Leader
Go Team
10.2023 - 05.2024
Virtual Assistant Scheduler
Go Team
08.2021 - 10.2023
Senior Quality Analyst
OfficePartners360
12.2019 - 07.2021
Team Leader
OfficePartners360
06.2019 - 12.2019
Quality Analyst
OfficePartners360
02.2019 - 05.2019
Backoffice Representative
OfficePartners360
08.2018 - 01.2019
Technical Support
Convergys
11.2016 - 06.2017
Bachelor of Secondary Education - Education
University of Cebu Main