April Rose M. Razon

• Responsible for communicating with equipment suppliers, sales agents, and lenders.
• Creates invoices using Intuit and Google Workspace.
• Responsible for documenting the process in Intercom once built.
• Writes essential articles that help customers.
• Responsible for copying the email content over to the software and pushing out the appropriate notifications from the banks to update necessary parties of the applications.
• Responsible for emailing lenders based on requests that come in through the software.

• Fulfills orders through different software used by the company.
• Send direct messages to customers after placing the order.
• Help customers find content for the post.
• Answers to emails and direct messages received on Instagram.
• Find leads who would like to order and be part of the Instagram handle.
• Schedule posts and write captions everyday for posts of up to 9 times daily

• Establishes and consistently meets or exceeds client program service goals and objectives in performance, production, and quality; examines
root causes of issues to achieve solutions.
• Regularly reviews performance and production reports to ensure that goals are being met and meets with supervisor teams for feedback and
problem-solving.
• Guides and develops a high-performance team by acting as coach and mentor to the team members.
• Writes and delivers performance appraisals that address issues, providing coaching to motivate enhanced performance.
• List opportunities for process improvement.
• Conducts monthly rewards and recognition programs for all lines of business.
• Understands cost strategies, contributes to budget/expense management, and recommends solutions and changes for improving overall Contact Center financial performance.
• Evaluates quality monitoring sessions to ensure improved CSR performance.
• Partners with others for feedback and support with those involvedmwith client programs, including other contact center Management,
Training, Recruiting, Client Services, Human Resources, and Information Technology.

• Establishes and implements performance and service standards.
• Develops and implements operational improvements.
• Ensures productivity meets or exceeds service and quality standards.
• Assesses and analyzes team performance. Identifies performance gaps and provides feedback and coaching.
• Provides guidance, leadership, and motivation to promote maximum performance.
• Assists in training new employees. ensuring ongoing training is effective.
• Measures service levels and tracking systems for program improvement.
• Analyzes and resolves customer service escalations

• Meets metrics set by the client every month.
• Provides quality customer service on every call.
• Helps customers in placing orders and in updating their information in Amazon.
• Contributes to team effort by accomplishing related results as needed.
• Responsible for taking escalation calls from the consultants.
• Answers questions raised by the consultants about their calls.
• Listen to consultants’ calls and give feedback for improvement.