Social Media Team Manager
Resume:
EDUCATION
SOFT SKILLS
PROFESSIONAL EXPERIENCE
******.*******@*****.***
Dagupan City Pangasinan
MARIE SHIELA VINLUAN
Team Leader - Escalations
Team Lead Escalations - September 2021- April 2024 Responsible for managing escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.
Responsible for creating and administering content on all social media platforms, such as Facebook, Instagram, and Twitter, to build an audience and ensure customer engagement.
Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution.
Responsible for approving timecards, uploading QA Audits, Presenting Business Review with clients.
Handling SMEs, Quality Assurance and Lead Specialist Interview job candidates via calls and conduct on-site interviews Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation Team Manager– TV Plus Customer Service/ Social Media Marketing- Voice/Non-Voice/ social media
June 2014-Dec 2020
Implement action plans to address issues identified in the team performance evaluation & review
Handling customer complaints and providing appropriate solutions and alternatives within the time limits. Manages the talent acquisition process, which may include recruitment, interviewing, and hiring of qualified job applicants, particularly for managerial, exempt, and professional roles; collaborates with departmental managers to understand skills and competencies required for openings.
Perform regular coaching sessions with team members recognizing strengths and develop action plans to address areas for improvement.
Bachelor in Secondary Education- Major in Social
Studies -2003-2007
Teamwork
Leadership Skills
Communication Skills
Creative Problem Solving
Planning/ Organizational Skills
- Listening, speaking, writing.
- The ability to make a judgement and
think through the situation to find the
best solution.
- The ability to be detail oriented when
planning and organizing and to be driven
by results.
- The ability to inspire and motivate
others; knowing when to listen and when
to act.
- A resourceful team player who excels at
building trusting relationships with
colleagues, customer or clients.
Concentrix Unilever Philippines
ABS-CBN iConnect Convergence Inc.
SUMMARY
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 15 years of extensive leadership experience in Business Process Outsourcing (BPO). Committed individual well-versed in providing thorough training, setting team goals, and developing strategies. TeleTech Philippines
Team Manager–Bank of America
May 2012-Feb 2014
NCO Clark Philippines
Team Manager- T-Mobile Prepaid and Postpaid/Tech
Support/Telesales
Jan 2009-March 2012
Sutherland Global Philippines
Technical Support Representative – Intuit TurboTax and Microsoft Zune
Dec 2007-Jan 2009
Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Provide leadership, coaching and support to their team, and develop plans to achieve the call or contact center targets. Monitored metrics and marketing investments to assess performance and implement continuous improvements. Provide timely constructive feedback to all staff regarding their performance; acknowledge strengths and identify areas of opportunities.
Coach and mentor agents on their performance, as well as aid in career and performance development plans
Configured hardware, device, and software to set up workstations for employees.
Activated accounts for clients interested in new services. Donatello Legaspi
Manager I, Client Services- Concentrix
Unilever
email: *********.*******@********.***
Mobile No: 091*-***-****
CHARACTER REFERENCES
Director of Operations
Webjet OTA
email: *********@*****.***
Mobile No: 091*-***-****
Operations Manager
email: **********@*****.***
Mobile No: 093*-***-****
Sheila Hidalgo
Karen Ivy Figueroa
HARD SKILLS
Microsoft Office Suite:
Proficient in Word, PowerPoint and
Outlook.
Customer Relationship
Management ( CRM) Systems:
Familiarity in CRM such as Salesforce
Social Media Management
Experience in managing and updating
Social Media profiles.
Management Skills
Experience in Hiring, Performance
Management, Talent Development
and Team Building
Contact this candidate