Odessa L.
Senior BPO Operations Manager
Open to offersNew to PlatformPortfolios
About
Odessa S. is an experienced Virtual Assistant with a background in the BPO industry, real estate lead management, and administrative support. A graduate of BS Information Technology from the National College of Science & Technology, she has demonstrated expertise in CRM management (Chime, KVCore), skip tracing (PropStream, Google Maps, Skipgenie), and cold calling to identify and qualify high-quality leads for companies such as Success Storage by Cameron. With nearly ten years as a Team Manager and Operations Supervisor at IQOR Philippines, she led a team of 15 agents, managed recruitment, onboarding, and training, and executed performance reviews. Odessa S. also has hands-on experience in mortgage document verification within the financial services sector at Ocwen Business Solutions and American Data Exchange, ensuring accuracy and compliance in mortgage processing. Her skill set includes appointment setting, data management, and social media outreach, supporting both recruitment and customer engagement.
Experience
Virtual Assistant
Success Storage by Cameron · 2023 — 2025Conducted skip tracing with tools such as Google Maps, PropStream, OneX, and OpenCorporates to identify leads, decision-makers, and property owners, and captured contact details in Podio with Skipgenie, neighborWho, and CyberBackground. Executed lead nurturing and follow-up strategies, maintained organized lead tracking via CRM, and managed data entry, calendar coordination, and email correspondence. Used targeted, motivation-based questions to qualify leads, and utilized Chime and KVCore to sustain engagement through calls, texts, and emails. Scheduled appointments and performed cold outreach with CallTool and CallRail to generate pipeline opportunities. Managed end-to-end hiring through Indeed, facilitated job postings and applicant screenings, and coordinated interviews,Operation Supervisor/ Team Manager
IQOR Philippines · 2016 — 2023Supervised a team of 15 agents, encouraging collaboration and high performance. Managed recruitment activities, including applicant screening, conducting final interviews, and supporting new hires during training. Developed and implemented coaching and training programs tailored to agent development. Conducted regular performance reviews, delivered feedback, and established development goals.Business Process Associate
American Data Exchange · 2015 — 2016Verified and corrected mortgage-related documents using Teleform Verifier to ensure compliance and accuracy. Maintained communication with team leads via email to report on document status and resolve discrepancies. Sourced missing documents, contributing to timely completion of mortgage files, and performed quality checks for scanning and document integrity.Imaging Associate
Ocwen Business Solutions · 2014 — 2015Classified and indexed documents related to mortgage and loan processing, ensuring efficient data storage and retrieval. Maintained document accuracy, collaborated with the team to identify and resolve record discrepancies, and completed thorough quality checks on loan and mortgage files.
Skills & Expertise
Education
- BS Information TechnologyNational College of Science & Technology · 2010 — 2014
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