F. R. P. expert freelancer in Marketing, Sales, Advertising on Google, Facebook

F. R. P.

Freelancer Agency

5 / 5

Hourly rate:

USD 8.00

Sales & Marketing

Ratings from clients

"Hourly project in progress"

Private client 3 months ago

Private project

About me
Project Manager of Professional Partners Agency. I am in charge of the following.
• Call Center Operations
• People Management
• Performance and Process Management
Work history
Rocket Station:
Business Coach: November 2016 – September 2019
o    Hiring, training, coaching, and leading call center representatives as they provide support for clients/customers.
o    Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explain expectations to employees. o Assisting other management team members in identifying trends and establishing call center goals.
o    Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
o    Ensuring staff members are achieving desired service levels
o    Supervise agents’ attendance
o    Call Monitoring
o    Provide daily coaching and feedback
o    Manages Agents’ performance in hitting their goals
o    Create schedules for all my agents
o    Check for the team’s moral
o    Report team’s performance.

JP Morgan Chase & Company:
Telephone Banking Unit Manager: January 25, 2010 – November 2016
o    Pioneered a site in Cebu City for Telephone Banking for 1 year 7 months
o    Trains, mentors, and certifies team leads 
o    In-charge with Seat Utilization
o    Board member for process improvements and initiates action plans
o    Joins daily conference calls for Service Level and other production related calls
o    Oversees team leads, peer coaches and telephone bankers for retail consumer banking services
o    Establishes operation standards involving efficiency, productivity, quality, service level, and other critical metric.
o    Attendance and Absenteeism Pillar Member.
o    Manages employees’ performance in hitting their goals
o    Conducts meetings for Unit Managers, Team Leads, Peer Coaches and Telephone Bankers
o    Motivates and inspires team members and facilitates problem solving and collaboration