Helping and guiding Virtual Assistants (VAs) in improving and maintaining their performance. Onboarding clients, assisting with their concerns regarding VAs, and conducting regular evaluations to ensure high standards are met. Providing support and resources to VAs, ensuring they are well-equipped to excel in their tasks and deliver exceptional service to clients.

Responsible for overseeing the daily operations of the Bravocare account. Managing the organization’s resources and personnel, ensuring that operations are running smoothly and efficiently. Directing and coordinating activities related to production and meeting the account KPIs. Setting and monitoring performance standards, developing processes and procedures to maximize efficiency, problem-solving, making sound decisions, and developing strategies for improving operations and balancing employees' well-being and the company. Training Team Leaders, interviewing applicants, and establishing workplace policies for the pioneering account.

Responsible for managing the daily operations and completing deliverables for the team. Overseeing the team, managing resources, creating strategies to ensure customer satisfaction and improve the team's performance. Providing guidance through one-on-one coaching and training. Adhering to protocols and procedures, providing feedback and support to ensure better productivity. Developing and implementing departmental objectives and goals, analyzing customer service metrics, creating reports to track performance and identify areas of improvement, planning and developing strategies to improve customer service, increase customer satisfaction, and ensure that customer service representatives are meeting their goals.

Working closely with the Operations and Customer Service Managers as an Assistant Manager maintaining employee adherence to schedule and preventing slacking off. Handling several teams in the absence of the CSM. Creating initiatives to improve KPIs, monitoring calls of employees to ensure compliance with policies, leading POC tasks and projects to improve key metrics.

Providing excellent customer service in response to customer inquiries, issues, and concerns. Addressing customer questions and complaints quickly and accurately, recommending and resolving issues by offering other options and education to promote first-call resolution. Remaining professional and courteous while delivering the highest level of customer service and customer satisfaction. Resolving customer issues in a timely manner by providing accurate information and multitasking several tools and processes to navigate faster and work more effectively.

Monitoring and analyzing workforce trends and metrics to identify areas for improvement in operational efficiency and staffing. Handling real-time monitoring of adherence, paid and unpaid aux, real-time call outs of people going beyond ACW threshold. Sending timely and accurate reports to key stakeholders such as Absenteeism, Shrinkage, Attrition, Occupancy, and Service Level. Collaborating with senior management to develop and execute strategies to improve performance and reduce company loss, maintaining the effectiveness of workforce management initiatives and strategies.

Managing the claims process from start to finish for JP Morgan and Chase account holders. Researching, documenting, and processing claims for a variety of bank products. Working closely with customers to ensure they understand their disputes, fraud charges, and any potential claims they may have. Collaborating with other departments such as Underwriting and Risk Management to ensure the claims process is handled efficiently and accurately.

Responsible for sorting and proofreading of Bill of Ladings and distributing the load to Data Entry Agents. Mastering skills in MS Excel and Reporting, developing accuracy and sense of responsibility.