Hello! My name is Angela Marie Y. Nalada. 32 years of age. A nursing and a biology graduate. I am a Registered Nurse in the Philippines. For my work experience, I worked at a BPO company for 3 years, 4 years at a captive site in the Customer Service Department, and 2 years in the Virtual Assistant industry as an appointment setter.
In a BPO company, I was once a Data Loading Analyst - where I handled outbound calls to verify providers (all allied health professionals) demographics. Ensuring that we have their updated and most accurate information that we will input to our data base in order for them to received their claims and benefits in a timely manner. After a year of being an agent, I got promoted into a Quality Analyst - I do auditing of agent's calls in order for us to prevent their errors before our external auditors can audit it since if they have been audited by them there would be sanctions that will be implemented.
After my 3rd year with a BPO company, I decided to pursue a different company with better compensation and wanted to have a new start. I applied for a job in a captive company and got hired as Associate Support Analyst - we do inbound and outbound calls, emails and as well as chat support. Our main role is to assist clients who availed our platform troubleshooting and making their platforms effective and nice looking. The platform that we have is used by clients with their auction events and donations events. The common clients we have our non profit organization, cancer society and etc. we support US and Canada for our platform. After two years being a Associate Support Analyst, I got then promoted into a Customer Support Manager in the same account.
What I do is the following:
- I worked with other team managers monthly to provide and present my team's performance and KPI
- I monitored 18 full time employees, such as attendance monitoring, monthly and quarterly KPI monitoring, coaching each employee regarding their performance, and taking necessary actions if there is a need.
- I also do quality audits with their calls
- Reported any concerns from my team directly to our Operations Manager.
After 4 years and 3 months working with them I decided to shift to another environment where I can work conveniently at home and decided to apply as a VA - particulary an Appointment Setter for a company that provide caregiving services in different states in the US. Our company almost have 100 offices in different states in the US and we do provide after hours services for them. Our main job roles are the following:- Answering inbound calls from client/client’s family members/applicants/caregivers/leads- Outbound calls to leads/caregivers- Scheduling visits- Scheduling applicant interviews- Taking notes in Axiscare- Answering text messages- Returning calls from voicemails- Actively filling unfilled shifts- Escalating emergency situations to appropriate managers
With the different job experience that I had, i was able to fulfill every duty and responsibility assigned to me due to being flexible, diligent, open to any criticism and suggestions, being hard working and most especially being committed to the job that was given to me. If you can give me a chance to be one of your employee I will do the same and triple my effort to make my job perfect and accurate. I will carry all those experience in creating a new chapter on your company.
If you need additional information, please message me through my viber account at -----------
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