Cold Calling and Lead-Gen Specialist

JACKIELOU LEE

201-***-**** *********.****@****.*** 355 Branch Brook Dr. Belleville, New Jersey 07109 CAREER SUMMARY

To secure a responsible position and grow with an organization, which will call upon my professional experience, training, education, and reliability for the benefit of my employer. WORK EXPERIENCE

QUALITY ASSURANCE ANALYST UST GLOBAL INC. Philippines- January 11, 2022- February 14, 2025

● Collaborate with offshore (Philadelphia, USA) Medicare Team to provide a continuous feedback loop to desired competencies, entry requisites, work processes, etc. Participate in multi-disciplinary quality and service improvement initiatives as appropriate.

● Set the direction for quality initiatives in the Contact Center; collaborate with Contact Center leaders to define overall goals, desired outcomes, and objectives; assure that all quality materials are branded and aligned with Medicare strategic goals and core values.

● Administer the Contact Center Quality program to assure regular and consistent calibrations, program evaluation, and enhancements.

● Develop a consistent methodology; create and maintain a Quality Definition Document identifying decisions around scoring, observation, frequency, timing of coaching/feedback, roles and responsibilities, use of reports, etc; assure all documentation maintains standards for version control and is centrally located.

● Collaborate with the Learning, Performance team and supervisor/coach training and development.

● Act as process analyst by identifying efficiency gains driven by quality initiatives by the Contact Center.

● Respond to supervisor/coach inquiries, questions and escalation issues. BUSINESS DEVELOPMENT AND ACCOUNT MANAGER HAPPY BPO (Dallas, TX- USA) Offshore Remote Position June 2021- December 2021

● Builds market position by locating, developing, defining and closing business relationships.

● Identify trendsetter ideas by researching industry by related events, publications and announcements.

● Locates or proposes potential business deals by contacting potential business partners.

● Discovers and explores business opportunities.

● Screens potential business deals by analyzing market strategies, deal requirements and financial.

● Evaluates options and resolves internal priorities.

● Develop negotiating strategies and positions by studying integration of new ventures with company strategies and operations.

● Examine risks and potentials for the business opportunities.

● Estimates partners’ needs and goals.

● Closes new business deals by coordinating requirements; developing and negotiating contracts; and integrating contract requirements with business operations.

● Protects the organization's value by keeping information confidential. EDUCATION

● Philippine Christian University- Bachelor of Arts in Psychology, 2008 SKILLS

● Microsoft Office (Word, Excel, Outlook)

● Communication with Team Members and Organization Executives

● Strategic and critical thinking

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