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Sweetheart N. — Mid-Level Support Center Manager from Philippines

Sweetheart N.

Mid-Level Support Center Manager

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Sweetheart Naomi M. B. is a seasoned professional with extensive experience in the call center and BPO industries, currently serving as a Support Center Manager at Crestcore Realty LLC. Over 15 years, she has honed her expertise in customer service, bookkeeping, recruitment, and training. Naomi's proficiency in using CRM, Zendesk, Vonage, and other industry tools has enabled her to efficiently manage property communications, escalate issues, and maintain operation workflows. Prior to her current role, she contributed significantly as a Senior Recruiter at Compunnel, Inc. by sourcing candidates and conducting interviews using advanced platforms like Sangoma. During her tenure at Sitel Philippines Co., Naomi excelled in handling various accounts, including financial services with Capital One, showcasing her ability to assist in problem resolution and team leadership. Her educational background in Mathematics from Saint Louis University supports her analytical approach to operational management.

Experience

  • Support Center Manager

    Crestcore Realty LLC. · 2021 — Present
    Managed property communication with owners and tenants. Collaborated with various departments and third-party services to ensure property maintenance. Provided customer service and information to tenants, leads, and owners through Salesforce and website interactions. Supervised call handling and call queue management via Vonage. Prepared payroll invoices for remote team members and submitted daily and weekly reports. Facilitated a call center chatroom to assist new team members. Oversaw departmental emails and updated scorecards, performing quality analysis and call calibration.

  • Senior Recruiter

    Compunnel, Inc. · 2020 — 2021
    Conducted candidate sourcing through databases and social media platforms such as Indeed, Career Builder, and ZipRecruiter. Engaged in interviewing using Zendesk, PBX, and Sangoma. Managed paperwork processing through Staffline, Beeline, Fieldglass, and Microsoft Office.

  • Customer Service Representative

    Sitel Philippines Co. · 2007 — 2021
    Handled inbound and outbound calls while serving as an escalations/resolution specialist. Communicated with customers, clients, and shoppers through email, phone, and chat support. Performed basic bookkeeping and accounting tasks. Assisted the supervisor in team oversight and managed different shift schedules across various accounts including financial services, e-commerce, online grocery shopping, and shipping.

  • Cashier

    Summer Capital Shell Station · 2005 — 2006
    Executed cashier duties and prepared daily sales reports for both the store and gasoline station.

  • Cashier / Stock Clerk

    Ocampo’s Inc. · 2002 — 2004
    Managed inventory and stock costs at the unit level. Assisted the accountant with various paperwork, records, bookkeeping, and cashier responsibilities while preparing daily sales reports.

  • Cashier / Senior Cashier / Administrative Assistant

    Jollibee Food Corporation · 1997 — 2001
    Compiled daily sales reports and bookkeeping records. Managed change funds utilized by cashiers.

Skills & Expertise

BookkeepingCustomer ServiceAccountantHR and RecruitingCall CenterCustomer Service RepresentativeRecruitment Assistant

Education

  • Bachelor of Secondary Education, Major in Mathematics
    Saint Louis University