MYLEN M.
Mid-Level BPO Operations Specialist
Open to offersNew to PlatformAbout
Mylen E. is a highly adaptable professional with over seven years of experience in the BPO, freelancing, and operations industries. Having held diverse roles such as Sales Representative, Social Media Manager, and Guest Relations Manager, she excels in lead generation, database management, and email coordination. Her proficiency also extends to social media content creation and scheduling, strengthening her impact in the fast-paced environment of Charlotte Weddings & Events Design. In operations, Mylen adeptly managed client relations and resolved complex case issues during her tenure at IHG Hotels & Resorts and TaskUs. She is a strong communicator, having trained new agents at AG Employment and managed technical and billing inquiries for AT&T through various roles in companies such as Transcom and Convergys. Her skills in using tools like Salesforce and Hubspot further enhance her ability to support team success and achieve organizational goals.
Experience
Sales Representative & General VA
Stairway Education · 2025 — 2025Generated leads and managed database activities. Assisted in the onboarding and training process for new agents. Handled email communications and follow-ups. Engaged in appointment setting and data entry, as well as scheduling and coordinating calendars.Social Media Manager (Part Time)
Charlotte Weddings & Events Design · 2025 — 2025Developed and planned social media content strategies. Managed the timing and posting of content across various platforms. Coordinated with video editors to ensure compliance with posting schedules and guidelines.General Virtual Assistant (Part Time)
AI Filmmaker Academy · 2025 — 2025Handled email management and responded to student queries. Coordinated billing and refund processes, as well as course-related concerns with departments and the CEO. Conducted research on sponsors via YouTube and organized photo materials using Figma.Guest Relations Manager
IHG Hotels & Resorts · 2023 — 2024Addressed and resolved guest complaints. Managed all aspects of reservations, including bookings, cancellations, and modifications. Coordinated billing inquiries and managed invoice processes, while communicating hotel policies to guests.Transfer Agent & Assistant Trainer
AG Employment · 2024 — 2023Evaluated and verified clients' eligibility for health insurance. Supported the training of new agents in regards to scripts, dispositions, and compliance.Escalation Support | (Chat, Phone & Email)
TaskUs · 2021 — 2023Resolved client complaints effectively and managed the dispatching of dashers while tracking orders. Coordinated order statuses among dashers, merchants, and customers, and verified transactions through Stripe and Braintree while addressing discrepancies.Independent Contractor
Virtus (Agency) · 2020 — 2021Conducted lead generation, database management, and outreach efforts for various businesses. Executed telemarketing campaigns to promote a health app and facilitated email campaigns for aesthetic equipment. Managed phone and email outreach for office supply sales.Customer Service Representative (Seasonal Account)
IBEX Global · 2018 — 2018Served as the initial point of contact for AT&T, addressing issues related to billing, account inquiries, and technical assistance.T2 Technical Support Representative
Convergys · 2018 — 2018Acted as a point of contact for AT&T, handling inquiries regarding billing, account issues, and technical support.Customer Service Manager
Transcom · 2016 — 2017Oversaw the support for TalkTalk (UK) regarding internet, phone, and television services. Managed escalated customer issues and collaborated with teams to address complex technical problems while documenting and escalating cases.Lead Verification Specialist
Balboa Digital · 2013 — 2014Executed 300–500 outbound calls on a daily basis. Qualified clients for legal services through screening processes. Efficiently routed calls to the appropriate departments.Customer Service Representative
Teleperformance · 2010 — 2011Managed a high volume of calls for Sprint relating to plans, billing, and data issues. Assessed customer needs to resolve problems and enhance satisfaction while upselling products to drive sales.Authorized Specimen Collector, Bookkeeper, Secretary
Mary Queen Drug Test Laboratory · 2009 — 2009Executed specimen collection and data entry tasks. Prepared samples for laboratory testing and recorded financial transactions and expenses, while managing administrative documentation of lab results.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologySAINT LOUIS COLLEGE · 2000 — 2004
- High School DiplomaLA UNION NATIONAL HIGH SCHOOL · 2000 — 2004
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