Angelie Jean Malicdem

• Greet and assist clients and visitors in the reception area in a friendly and
  professional manner.
• Answer incoming phone calls, including service booking requests from clients
  regarding their machines.
• Perform data entry of technician paperwork, including job cards and purchase
  orders (POs).
• Contact clients to request POs in order to process invoices and ensure timely
  payment.
• Manage and respond to emails and messages promptly and professionally.
• Maintain a clean, organized, and welcoming reception area.
• Receive and distribute mail, deliveries, and messages.
• Provide administrative support across departments as required.
• Maintain confidentiality and comply with all company policies and procedures.
• Answered incoming calls, directing clients to individuals addressing specific needs.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

• Supervises day to day activity of the Philippines nurses.
• Overseas patient counselling.
• Ensure proper documentation and record keeping for all interactions.
• Facilitates resolutions to an assortment of problems and escalations that are
  moderately complex in scope.
• Ensures on-going performance meets established guidelines and conducts annual
  performance reviews.
• Ensures appropriate staffing levels and facilitates allocation of work.
• Create scheduling for the nurses to cover all shifts possible.
• Do performance reviews, 3rd month and 5th month reviews prior regularisation.
• Conduct coaching and feedback whenever necessary.
• Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
• Enhanced staff performance through regular training sessions and performance evaluations.

• Managed sales on a daily basis with the set targets.
• Coach, motivate, train agents daily.
• Enroll bottom to none performer to PIP(Performance Improvement Plan) program.
• Set targets, push agents to hit quota on a daily basis.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

Started as Inbound Customer Service Representative:

• Provided support services for a cable company.
• Provides solutions on cable connectivity problems.
• Schedules technical repairs for subscribers Issues trouble tickets for subscribers E-mails trouble tickets to technical support.
• Upsell customers current subscription.

Promoted as Team Lead:

• Develop a strategy the team will use to reach its goal.
• Provide necessary training that team members need.
• Communicate clear instructions to team members and listen to team members' feedback.
• Monitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed.
• Manage the flow of day-to-day operations.
• Create reports to update the company on the team's progress.
• Distribute reports to the appropriate personnel
• Recognized and celebrated the achievements of team members, fostering motivation and commitment to excellence.
• Facilitated knowledge sharing within the team by organizing workshops and presentations on relevant topics or industry trends.