Mary J.
Mid-Level Operations Coordinator
Open to offersNew to PlatformAbout
Mary Joy A. is a seasoned Operations Coordinator and administrative support professional, specializing in managing high-volume operations within the cleaning services and contact center industries. Serving remotely at Neat N Tidy from December 2024 to May 2026, she adeptly supervised day-to-day operations, ensuring smooth scheduling and service delivery that maximized customer satisfaction. Her expertise includes handling complex customer inquiries and coordinating schedules to reduce downtime. In the sales domain, Mary Joy excelled as a Sales Executive, where she efficiently transformed inbound inquiries into profitable cleaning contracts, contributing to sustained revenue growth. At Telus Digital, as an Outbound Sales & Billing Care Specialist, she targeted revenue growth through strategic sales calls, addressing billing concerns with accuracy. With over a decade of BPO experience, Mary Joy consistently met revenue targets by leveraging her skills in CRM systems, sales pipeline management, and consultative selling. Her roles at Alorica and Focusinc Group further honed her abilities in leading cross-functional teams, client communication, and logistics coordination.
Experience
Operations Coordinator / Administrative Support
Neat N Tidy · 2024 — 2026Oversaw daily operations for a cleaning services business, managing scheduling, service delivery, and customer satisfaction. Responded to high-volume inquiries through email, phone, and CRM with professional communication. Coordinated cleaner schedules based on various factors to enhance efficiency. Handled urgent service requests, cancellations, and escalations to maintain service continuity. Monitored job progress and ensured accurate task tracking through CRM systems. Developed and enforced standard operating procedures to uphold service quality and team accountability. Acted as the point of communication between customers, field teams, and management.Outbound Sales & Billing Care Specialist
Telus Digital · 2024 — 2024Engaged in high-volume outbound calls to potential and existing customers, assessing needs and offering tailored products, service upgrades, and promotions. Built customer relationships through proactive follow-ups and consultative selling techniques. Addressed billing inquiries, resolving disputes, invoice clarifications, and account adjustments accurately. Investigated account issues and discrepancies while ensuring compliance with policies. Maintained detailed customer records and sales activities within CRM systems to support operational efficiency. Met performance targets related to sales, quality, and customer satisfaction.Team Manager – Technical, Billing & Retention
Alorica · 2021 — 2024Led cross-functional teams in a contact center, ensuring the achievement of operational and client performance goals. Provided leadership and coaching to agents and team leaders through regular performance management. Handled escalated customer concerns involving technical issues and billing disputes, working to resolve them while ensuring customer loyalty. Promoted sales retention strategies by coaching agents on consultative selling and negotiation techniques. Monitored operational metrics to identify areas for improvement and designed targeted coaching plans. Conducted quality assurance reviews to maintain compliance with regulations and client policies. Collaborated with various departments to align business objectives and performance strategies.Virtual Assistant – Logistics Account
Focusinc Group · 2015 — 2016Delivered remote administrative and operational support for logistics accounts, coordinating shipments and customer requests effectively. Maintained communication with drivers, dispatch teams, and vendors through various channels. Monitored shipment schedules and proactively addressed any delays. Managed shipment records and customer account information within logistics management systems. Organized appointment scheduling for shipments and ensured data accuracy. Provided updates on order statuses to clients and internal teams. Assisted in investigating delivery issues and supported billing verification to maintain accurate financial documentation.Virtual Assistant / Admin and Sales Executive
Cleaning Services (Remote)Converted leads from inbound inquiries and warm leads into booked appointments and cleaning contracts. Made outbound sales calls and followed up via email and chat to nurture leads and enhance conversion rates. Managed the sales pipeline from qualifying leads to confirming bookings using CRM and BookingKoala. Upsold premium cleaning packages and service plans to increase customer lifetime value. Fostered strong customer relationships through consultative selling and personalized service recommendations. Worked with operations teams to ensure service delivery aligned with customer expectations.Customer Service Specialist (Multi-Industry)
Accenture | Teleperformance | CNM Solution | SutherlandProvided customer service across various industries, addressing billing, payments, bookings, and disputes in high-volume environments. Delivered quality service while handling account updates according to customer needs.
Skills & Expertise
Education
- Associate Degree in Information TechnologySouthern Mindanao Institute of Technology
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