Omar Rillera

Inside Sales Agents (ISA) on the other hand, is mainly responsible for calling up leads and being able to set them up for an appointment with a client. Following-up with leads and ensuring that all calls are properly documented comprise the bulk of work of an Appointment Setter and also required to do some admin work as deemed necessary by the client’s business needs.


Tasks:

• Calling out possible Estate Buyers through Zillow and Ring Central
• Negotiating and planning with possible buyers through phone
• Setting up potential and sure buyers for appointments with Agents to continue the process of purchase
• Researching probate contact leads
• Update listings on Real Estate Website
• Update Contact’s Database (Calling Clients to confirm their current contact information)
• Calling Investors
• Calling Seller Leads
• Calling Realtors
• Sending out Marketing brochures and videos to clients
• Updating Zillow Database
• Posting on Craigslist
• Confirmation of contact information through Spokeo
• Updating Real Estate images on real estate Website (adding the company logo and estate address)
• Working on PDF docs to Contactually
• Setting up Marketing strategies through social media(Facebook, Twitter, Youtube, etc …..)

Learning Specialist
 Creates learning experiences that equip new and long-term associates to excel in their work environment through expert classroom instruction, on floor mentoring, and one-to-one skills coaching
 Modifies and presents training programs for representatives/agents
 Tracks and analyzes training programs by examining agent performance
 Recommends changes to the training programs
 Conducts training programs for representative/agents and first line supervisors on new product/services, selling skills, and/or system changes
 Participates in identifying programs needs, obtaining technical data, and scheduling programs
 Maintains training records

Coach
 Oversees the performance of assigned associates including coaching to quality standards.
 Assists agents with questions and escalations.
 Provide day to day assistance to call center leadership manager and call center quality mentors.
 Participates in uptraining of new hires as well as delivering training on product enhancements and updates as needed.
 Works in conjunction with the workforce analyst to ensure all representatives are in adherence to schedules.

 Creates learning experiences that equip new and long-term associates to excel in their work environment through expert classroom instruction, on floor mentoring, and one-to-one skills coaching
 Modifies and presents training programs for representatives/agents
 Tracks and analyzes training programs by examining agent performance
 Recommends changes to the training programs
 Conducts training programs for representative/agents and first line supervisors on new product/services, selling skills, and/or system changes
 Participates in identifying programs needs, obtaining technical data, and scheduling programs
 Maintains training records
 working closely with departments, increasingly in a consultancy role, assisting line managers to understand and implement policies and procedures;
 promoting equality and diversity as part of the culture of the organisation;
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 recruiting staff - this includes developing job descriptions and person specifications, preparing advertisements, checking application forms, shortlisting, interviewing and selecting candidates;
 developing and implementing policies on issues such as working conditions, performance management, equal opportunities, disciplinary procedures and absence management;
 developing HR planning strategies with line managers, which consider immediate and long-term staff requirements in terms of numbers and skill levels;
 Planning, and sometimes delivering, training, including inductions for new staff;
 Analysing training needs in conjunction with departmental managers.

Technical Support Representative / Tier 1
 On line technical support via phone and/or email support regarding Web hosting, DNS, FTP, HTML Editor (Microsoft Frontpage, Microsoft Publisher), E-mail client configuration, MS SQL and My SQL Database connectivity.
 Effectively provides floor support for assigned agents.
 Responsible on taking escalated calls and further troubleshooting for the assigned team or any agent that would need assistance.
 Responsible for the performance of the assigned team as it relates to Ticket Documentation and Issues pertaining to agent’s call.
 Generates agent development reports to assigned coach such as action plans and reports.
 Performs Quality Assurance with Online Tickets and Call Monitoring in a weekly basis.
 Maintain, communicate and monitor performance standards, production attendance and punctuality as an agents.