Hello, I'm Josephine, and I bring a wealth of experience in leadership and management roles within the customer service and business process outsourcing industries. For the past two years, I served as the Team Manager at Easy VA. In this role, I conducted bi-weekly coaching sessions with cold caller agents, ensuring their performance met established quality standards through regular audits, coaching, and calibrations. I took charge of handling support to address concerns promptly and participated in various meetings and calibrations to ensure operational smoothness. My journey in customer service and sales extends beyond Easy VA. As an Inside Sales Specialist at RXPTEAM Realtor, I did cold calling, set appointments, and performed basic prospect qualifications. In my role as Team Manager and Hiring Manager at Alorica Centris I conducted interviews and coached employees to excellence, executed corporate business imperatives, and ensured compliance with regulations. I led a team of up to 20 employees, providing daily call monitoring, feedback, and coaching based on quality standards. Prior to Alorica Centris, I served as a Team Manager at Teletech Novaliches. In this role, I maintained a positive leadership presence, participated in quality management programs, and completed the Customer Services Team Leader Certification Program. Throughout my career, I've demonstrated a commitment to fostering teamwork, delivering outstanding customer satisfaction, and optimizing team results. I pride myself on understanding and complying with policies, procedures, and regulations while continuously seeking opportunities for improvement. I look forward to leveraging my extensive experience and leadership skills to contribute to the success of your team.