Analiza R.

Belleza
265 Williamsburg St. Richmond Subd., Angono, Rizal
Contact numbers: (02) 6500240, 09284934884
E-mail: abelleza5@gmail.com
Skype: abelleza5

Major Accomplishments

 Awarded Top Medium-sized Account for 2017 – Concentrix PH

 Awarded Twice with Perfect 10 on Voice of Customer for 2017 – Concentrix PH
 Spearheaded the Top Initiatives for our UK Telco account within 2010 – Transcom PH
o Coach’s Corner
 The program’s goal is to improve bottom performers across all lines of business
 We focused on our agents’ opportunities with regards to production and quality
 All our focus agents were back on operations after a month on the program with
zero attrition
o Quality for Ecare
 The goal is to improve the quality scores of our correspondence lines of business
 Worked jointly with the Quality Team to purge quality escalations and agent-
driven failures
o X-Factor Team
 The objective is to improve our account’s CSAT (Customer Satisfaction) and
NPS (Net Promoters Score) across all lines of business
 Successful results are delivered with zero attrition
 Awarded as the Best Sales Executive to generate Highest Gross Profit for 2005 with a record
of $3,900+ - Modern Imaging Solutions PH

Employment History

 Virtual Assistant, Marketing Coordinator and Appointment Setter

June 2018 – Present
o Provide administrative support directly to the CEO.
o Knowledge in CRM management, email marketing& website development tools, SEO
management and softphone applications.
o Created and published websites for small-scale businesses e.g.
http://www.inspireyourclients.com/
o Managed a large volume of B2B prospecting by phone and email.
o Schedule appointments for sales representative to meet with prospective clients.

 Operations Manager – Concentrix

September 2015 – June 2018
o I handled the email, voice and back-office lines of business for an online voice/chat
application, LINE.
o Currently, I am handling an IT Infrastructure account with nine lines of business
primarily driven by B2B transactions.
 Since I joined this year, I have been actively involved in the assessment,
project preparation, solutions design and planning, transition execution
and pilot stages of our nine LOBs.
 As part of this role, considering that it is our client’s first venture with on off-shore
BPO partner, I am also very active on the business development stage of our
account.
  I have transitioned and handled a total of nine lines of businesses – all of which
required the succor of my team.

 Operations Manager – Transcom Worldwide

October 2010 – June 2015
o I handled the Chat line of business for our UK Telco client.
o I also handled Email and Correspondence, Inbound Customer Service and Tech; as well
as Inbound Mobile Customer Service lines of business prior to Chat. These are all under
the same UK Telco client.

 Senior Team Leader – Transcom Worldwide

April 2008 – October 2010
o Works directly with the Business Managers and Directors of our account to improve
overall performance.

 Team Leader – Modern Imaging Solutions, Inc.

February 2005 – March 2008
o Responsible for tracking team performance by doing monthly coaching sessions focusing
on agent competencies and opportunities.
o Responsible for the development and expansion of the company’s client base through
outbound and inbound sales calls.
o Reported directly to the general manager on improving company policies and procedures
as well as establishing company culture and values.
o Contributed in assessing applications of new sales executives

 Customer Service Associate – eTelecare Global Solutions

March 2003 – February 2005
o Contributed in the expansion of the company’s client base through outbound and inbound
sales calls

 Customer Service Associate – Big R Stores Inc. – part of the Robinson’s group of
companies
October 2002 – March 2003
o Tasked to update regular and prospective customers of Big R’s existing and upcoming
promotions, highlight the advantages of choosing Big R over the nearest competitors and
introduce soon-to-open branches
o Handled business calls of our officers different departments
o Coordinated the 10th Store Dialogue of Big R

Education

 AB Mass Communications – University of Santo Tomas – Undergraduate (2nd year)

Seminars

 7 Habits of Highly Effective People

 Myers-Briggs Type Indicator
 Customer Handling Skills
 Call Center Manager Training
 Employee Performance Supervisor Training
 American Culture and Geography
 Overview on ISP and Configuration
References available upon request.