SCHEDULING
MPAC SPORTS BASKETBALL
Total years of experience :10 years, 4 Months
• Assistant to the General Manager on administrative tasks.
• Collaborates and meets daily with the General Manager to provide updates on schedules and
additions to schedules; co-ordination and update on the requirement and available hours for
employees
• Responsible for management’s scheduling of logistics of staff and client events and meetings.
• Attracted potential customer and generated sales lead through effective communication, entice
customers by making sure we answer products and service questions, provide and suggest
information about other products and services.
• Provided products and service information effectively; resolved product and service problems,
customer complaints efficiently through phone, email, and mail or by means of social media.
• Resolves products and service problems by clarifying customer’s complaints; applying root cause
analysis; providing a tailored fit solution, expediting correction or adjustment and following up to
ensure resolution.
• Resolves administrative problems by coordinating preparation of reports, analyzing data and
identifying solutions
• Meets personal and team sales goal and number of calls per day and achieved a high level of
efficient and quality customer service while multitasking administrative tasks.
• Hold weekly assembly with the team to foster ongoing success. To do a performance review,
discussed opportunities, root cause analysis and created an action plan which helped the site exceed
client goals and earned a higher bill to pay from the clients. The site reached the target to earn
the premium incentives and surpassed site competitors.
• Supervised 15 to 18 agents, perform consistent and effective coaching sessions, addressing
behaviors affecting performance through root cause analysis, create and execute action plans and
achieved top supervisor award and top team for regularly attaining and achieving monthly goals.
• Facilitated engagement activities with the support of our call center manager and fellow
supervisor that motivated the agent to perform which earned them higher incentives, higher
revenues for the account and more business from the clients which provided agents the opportunity
to be promoted. Attained the lowest attrition rate of below 5%.
• Demonstrated the abilities of effective team management and increased client satisfaction rate.
• I sought opportunities to grow my experience and develop my skills, happily accepting the challenging
task and working hard to meet and even exceed expectations.
• Demonstrated the same expectation given the changes in the line of business.
• Compassionately assisted 50 to 70 guests per shift with their needs and concerns and end the day
with average customer satisfaction of 90% to 95%.
• Resolves guest's concern through effective communication and minimized complaints raised to
upper management.
• Increased efficiency in processing guest requests by taking skills enhancement in coaching sessions
and supplemental training.
• Delivered targets required by the client consistently on a monthly basis. Hitting the goal set week by
week to end each month with strong numbers.
• Sought opportunities to grow my experience and develop my skills, accepting challenging guests
with enthusiasm and friendliness and worked hard to meet and even exceeded goals daily, weekly
and monthly.
• I was hired as a Travel Executive but over the course of time - with the acquired knowledge of the client
account and exhibiting leadership skills, I was given the opportunity to take on additional roles such as
an OIC Supervisor and as a Subject Matter Expert / Mentor.
• Maximized guest best options in creating their travel needs which generated multiple sales and
accomplishing at an ideal average handling time to assist more guests in a given period of time.
• Delivered customer requests efficiently through effective communication.
• Persuade guests through up-sell and packages that generated more revenue for the account.
• Gained multiple recognition and awards for consistently hitting goals month over month. Hitting
Sales conversion percentage, Average handling time, Quality assurance and customer satisfaction
surveys.