January 2014 - present
(January 2015 – Present)
o Primarily in charge of handling High Potential Clients of oDesk o Provides technical support and customer care on a day to day basis
o Currently an essential part of company’s growth by promoting oDesk features to potential clients
o Functions as a human resource specialist for every individual or company client; assess freelancers accordingly and provides excellent client-freelancer match
o Serves as a mediator between client-freelancer issues and is able to provide quick and permanent conflict resolutions
(October 2014 – January 2015)
o Responsible for keeping clients and oDesk’s internal company teams well informed and
educated about oDesk features, FAQ’s and system updates
o Developed another leadership skill, that is, digital leadership, for being able to manage and supervise a team of 6 freelancers from different parts of the world
o Provided immediate response and action for client-freelancer conflicts
o Used Good Data in effectively tracking and monitoring virtual teams
o Submitted well written OKR reports on a weekly basis
o Increased the number of new client accounts by being able to sell oDesk platform’s benefits to clients and assist them throughout the process of creating virtual teams – from account registration to recruiting freelancers
(January 2014 – October 2014)
o Has been an important part of oDesk’s success in customer service by providing fast, reliable and effective customer care and maintaining good professional relationships with clients
o Provided advise, direction and recommendation to clients in terms of running their businesses and operations with the help of having a virtual team using oDesk platform
o Guide clients in their overall oDesk experience, which include but not limited to, technical support, guidance in account registration, assistance setting up payments and security verifications
o Successfully resolved a number of product and services problems
o Recruited top caliber freelancers to match clients’ unique needs
o Attended to clients’ concerns in all means: voice call, email, live chat
May 2011 – August 2013
o Directed two teams from insurance and adjuster division for homeowner’s claimso Demonstrated excellent communication skills for handling inbound calls with regard to insurance claims for Liberty Mutual Insurance
o Trained team members on how to assess damages and decision making techniques based on the assessment o Provided wise estimates based on assessing property pictures and descriptions of damages of insurance
holder’s home
o Coordinated not just with local stakeholders, but also with international stakeholders such as an IT company based in India
Key accomplishments:
o Created and implemented standard manuals for product training o Innovated the processes for claims and adjusting claims
o Top producing Fast Path adjuster in 6 months o Promoted to team lead in three months o Promoted to trainer in three months
December 2008 - May 2011
o Was in-charge in managing the daily operations of vessel’s activities, such as assisting to inspections (USCG,USDA, NCB), providing timely communications to terminals and owners; and facilitating the loading/discharge and shifting of vessels
o Educated customers regarding the government and business requirements for entering/clearing vessel, cargo and crew. Also assisted them in obtaining such requirements.
o Made necessary arrangements for all vessel operations while in port i.e. Set up Pilots, Tugs, Launches, Lines, etc.
Key accomplishments:
o Established process flows for customers’ compliance to requirements o Led the orientation for establishing coordination on vessel movements o Recognized as Employee of the Month for 7 months, 2008-2011
September 2006 – December 2008
o Was responsible for organizing requisites for approval of the government to enter vessels into the United States o Person in-charge for vessel boarding party with local and Federal agencieso Completed berth/terminal assignments
o Prepared loading and/or discharging with local terminals and stevedores o Organized crew transportation and accommodations
Key accomplishment:
o Redefined the vessel’s communication system by authoring an improved business communication process for vessels/clients
January 2002 – September 2006
o Played a significant part of company’s growth by being able to drive the sales of legal services in a commercialcollection setting
o Handled the management of client data base as related to collection issues
o Demonstrated effective sales techniques and customer service skills both via inbound and outbound calls o Trained and managed a team of 15 sales representatives
o Reviewed legal documents and established an open communication between client and corporate attorney o Provided valuable contributions in lead generation and marketing of the company’s services
Key accomplishments:
o Introduced the use of Sales CRM to the company and made the company’s system automated o Enhanced the standard process of the company for cold calling
o Initiated process on training and orientation on legal aspects of sales
March 1998 – December 2001
o Shipped and received automobile parts o Maintained warehouse facility and front
counter parts sales
o Handled special order sales to various clients
o Optimized the inventory control and ordering
Key accomplishments:
o Established sales database o Initiated the use of Sales CRMs o Improved the inventory and asset
management
July 1993 – February 1999
o Maintained and repaired communications and navigation systems on KC-135R model aircraft o Served as the right hand of the Chief of the
Production & Maintenance Team
o Trained co-workers to perform required core tasks on KC-135R model aircraft