MARIA GLAIZA N. NARVAEZ

517 Celia St. Panginay, Balagtas, Bulacan Philippines 3016

Mobile: +63.917.458.7124 | Email: [email protected]  | Skype ID: Glaiza_Narvaez

Objective
To serve a growing organization to the best of my ability sincerely, honestly with hard labor and where I am the role player for the overall growth of the concern and give respect to my senior. I am ever keen to acquire some new technologies and climb the corporate to ladder by honest and hard work.

Achievements and Training Attended

• Buyer’s Agent Team Coaching by Dirk Zeller of Real Estate Champions (March 2014 – September 2014)
• Real Estate in the U.S. Overview (December 2013)
• MTB 5 Training Mastering the Big 5 in Call Center Industry
• Introduction to Six Sigma, Yellow Belt Training
• 3 STAR CERTIFICATE – OnTrac Star Certification Program | Completed Phase 1, 2 and 3

Work Experiences

August 2017 – present | Agent4ThePeople LLC

Dumfries, VA 22025 USA

Virtual Assistant

Inside Sales Associate (ISA) for Real Estate Team

• Working as an ISA and Social Media Marketing Manager
• Dialing/Prospecting in Expired, FSBO, Circle Prospecting and other seller lead sources.
• Schedule appointments for Listing and Buyer Leads
• Do lead follow up, nurturing and organizing CRM
• Also working on social media accounts, website management, SEO, and other online accounts to manage team’s online presence including public relations, communications, commercial activities and social media management.

February 2017 – June 2017 | Virtudesk Real Estate

Kirkland, WA 98033 USA

Virtual Assistant

Inside Sales Associate (ISA) for Real Estate Team

• Working as an ISA for a Real Estate Team located in California and Virginia.
• Dialing/Prospecting in Expired, FSBO, Circle Prospecting and other seller lead sources.
• Schedule appointments for Listing Specialists.
• Do lead follow up, nurturing and organizing CRM
• Also working on social media accounts, website management, SEO, and other online accounts to manage team’s online presence including public relations, communications, commercial activities and social media management.

December 2013 – October 2016 | My Out-Desk Inc. (MOD)

Chula Vista, CA 91910 USA

Virtual Assistant

Inside Sales Associate (ISA) and E-Business Manager for The Roy Group – Team Real Estate

• Worked both as an outbound and inbound ISA for a Real Estate Team located in Wichita, Kansas USA, generating new leads by prospecting for FSBOs, expired listings, just listed/sold, SOI, past clients, geographic farms and etc.
• Respond to incoming leads from internet sources and sign calls while repeatedly maintaining contact with leads over time to ultimately foster them into qualified appointments.
• Schedule appointments for Listing and Buyer Specialists.
• Input/manage client & lead databases.
• Conduct lead follow up & nurture leads until appointments are set.
• Track all key business activities. Measure conversion ratios and meet performance benchmarks.
• Attended training and establish daily role-play partners.
• Willing to be held accountable for goals & results.
• E-business manager’s plan, organize, direct, control and evaluate the design, development and maintenance of Internet and Intranet applications to manage an organization’s online presence including public relations, communications, commercial activities and social media management.

May 2013 – November 2013 | Results Manila Inc.

Q Plaza, Cainta, Rizal, Philippines

Operations Supervisor for Sprint Telesales

• Handled Sprint Telesales, doing inbound sales call with CSAT (customer satisfaction). Processing new line of service and upgrades with Sprint and recommending the best phone and plan that will suit the customer’s needs.
• Directly responsible for managing product knowledge, profitability, quality, and effectiveness for the team.
• Daily activities primarily focus on effectively leading and managing a team of at least 12 FTEs to meet company objectives in all areas of employee, client and shareholder satisfaction.
• To meet and exceed set targets through managing operational performance, attendance and quality products and services delivered by each agent within the team.
• Responsible for achieving employee, client and shareholder satisfaction through effective people leadership.
• Take full responsibility and the required action on disciplinary procedures.

January 2011 – July 2012 | Aditya Birla Minacs Philippines Inc.

10F 1800 Bldg. Eastwood City Cyberpark Libis, Quezon City, Philippines

Team Supervisor of Operations for Express Scripts

• Handled Express Scripts account doing voice and non-voice, it is a healthcare account and B2B campaign. Also doing inbound customer service, directly talking to doctors and pharmacist and approving prior authorization for the medicines of their patients. It involves customer service, decision making, critical thinking and analyzing patient’s history before approving prior authorization.
• To facilitate and ensure all company policies and procedures are being followed, the vision and mission of the organization is lived through the direct reports. Lessen cost while generating revenue and profit for the company.
• Responsible for facilitating and managing the performance metrics of all agents under my supervision, to coach, motivate, monitor, recognize and guide all agents to achieve or exceed specified goals provided by both the client and the company.
• Deliverables: End-Shift Reports to be sent to the Operations Manager (Productivity, Average Handling Time, Quality and Overall Performance), Champion for Rewards and Recognition, Responsible for the process and implementation, and responsible for creating templates for Rewards and Recognition used by the campaign.

May 2008 – January 2011 | Aditya Birla Minacs Philippines Inc.

10F 1800 Bldg. Eastwood City Cyberpark Libis, Quezon City, Philippines

Team Supervisor of Operations for OnStar by General Motors

• Handled OnStar by GM, doing outbound customer service and sales call. Welcoming customers who recently bought a GM vehicle, discussing the importance of having OnStar, how they can use it in times of
• emergencies and selling minutes in their vehicle by emphasizing the benefits they can get from it especially during emergencies.
• Responsible for facilitating and managing the performance metrics of all agents under my supervision, to coach, motivate, monitor, recognize and guide all agents to achieve or exceed specified goals provided by both the client and the company.
• Responsible for the shift’s action plan and dialing strategy throughout the shift, managing a skill tracker that determines which agent goes under which service depending on their current performance and historical data.
• In charge of the team surveyed by IPSOS to determine the level of customer satisfaction and have consistently achieved and exceeded on a monthly basis.
• Responsible for the following deliverables and tasks:
• List Management and Skill Tracker for the shift
• Outage, Desktop Audits and Daily Performance Reports
• Transaction Monitoring, Live Barging and Side by Side
• Rewards and Recognition daily and monthly
• Participates in all Client Listening Sessions
• Point of Contact for our offshore dialer team
• Tracking production hours and monitors Revenue (Earnings)

April 2007 – May 2008 | Bank of the Philippine Islands (BPI) – Plaza Lorenzo Ruiz

Reina Regente St. cor Juan Luna Street, Plaza Lorenzo Ruiz, Binondo, 1006, Manila, Philippines

Bank Teller

• Process over-the-counter transactions of branch-deposits.
• Responsible with the process of withdrawal/encashment, credit/debit memo, bills payments etc.
• Ensures delivery of excellent, accurate and quality service to all clients based on the bank’s customer service standards.

October 2006 – April 2007 | Teleperformance Philippines Inc.

Octagon Bldg. Ortigas Center, Pasig City, Philippines

Assistant Center Manager of Operations for DELL

• Responsible for managing 5 team supervisors; their schedules and team absenteeism and closely monitoring all performance metrics per team making sure that all specified targets are met to the client and company standards at all times
• In charge of conducting and facilitating all pre-shift and post shift for any campaign updates, recognition and rewards for the performing team, anything important that impacts production.
• In charge of monitoring abandon rate for the whole production floor, ensuring we have sufficient number of man power to handle the call volume at all times
• Responsible for Handling all incoming agents and in charge of the transition from training to production (Nesting and A-bay)

April 2005 – October 2006 | Teleperformance Philippines Inc.

Octagon Bldg. Ortigas Center, Pasig City, Philippines

Team Supervisor of Operations for DELL

• Responsible for facilitating and managing the performance metrics of all agents under my supervision.
• Motivating the team to make sales and providing them the right assistance while on call.

October 2004 – April 2005 | Teleperformance Philippines Inc.

Octagon Bldg. Ortigas Center, Pasig City, Philippines

Technical Sales Representative for DELL

• Handled Dell Computers, doing inbound sales call wherein customers are calling in inquiring about Dell computers and building the perfect desktop or laptop according to their needs and budget.
• Building rapport and giving the customer the best price and package of their computer.
• Running customers credit through their social to qualify for an account with Dell or processing the order using a credit or debit card instead. Ensures to uncover the customer’s needs by asking probing and open-ended questions.
• Exhibit a far exceeding customer satisfaction.

Skills and Qualifications

• 8 years’ experience in the BPO (Business Process Outsourcing) Industry with 6 years in Supervisory Level
• Experience in both Inbound Customer Service and Outbound Telemarketing
• Experience in both Business to Business and Business to Consumer
• Communicates effectively with peers, superiors, customers, and vendors in written and verbal form.
• Advance knowledge in Microsoft Word, Excel, and Power Point (60wpm)
• Proficient on working with different Customer Relationship Management (CRM) software.
• Expert in calculations and is a believer of a metric driven approach
• Excellent organizational and time management skills.
• Organized, systematic, and detail-oriented.
• Results oriented, high achiever, career development and training focused.
• Advance knowledge in coaching, mentoring, developmental planning and individual goal setting

Educational Background

Elementary Level | SY 1991 – 1997

Institution Attended:                                     La Consolacion School

Balagtas, Bulacan, Philippines

High School Level | SY 1997 – 2001

Institution Attended:                                     La Consolacion School

Balagtas, Bulacan, Philippines

College Level | SY 2001 – 2005

Name of Degree/Diploma:                          Bachelor of Science in Business Administration

Major in Marketing Management

Institution Attended:                                     De La Salle University – Dasmariñas

Dasmariñas, Cavite, Philippines