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Deanna Mendoza | Elance
 
176985602337900
Last Sign-in: Jun 5, 2015

Deanna Mendoza

Customer Service and Sales Expert
   Philippines

Verified Freelancer

Deanna Mendoza's identity has been verified.  Learn More

Overview

Minimum Hourly Rate $11

I am a results-driven operations manager with over 12 years of Call Center work background(Inbound/Outbound Sales – 7 years, Back Office – 5 years, Customer Service – 4 years, Technical Support – 2 years) and had been working as a Manager for 5 years. I've worked with US, UK and Australian clients. I have assisted companies to maximize efficiency and achieve sustainable growth.

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Skills (10)

Tested
Team Leadership
Team Building
Sales Process
Call Centers
Team Management
Training
Leadership
Sales
Coaching
Analysis

Service Description

The following are some of my professional highlights, competencies ad skills:

• Managed all Operational tasks and responsibilities (i.e. Staffing, Recruiting, Training, Performance, Quality, Rewards and Recognition, Employee retention, Performance Improvement plan and Employee Development)
• Created a culture of compliance, work ethics and integrity within the program by being a role model to all employees
• Account wide POC on Employee Engagement and Rewards and Recognition that involves improvement of employee morale and strengthened employee retention (Transcom – 500 seater, Aegis – 350 seater)
• Exceptional interpersonal and negotiation skills with the ability to build and maintain positive professional rapports
• Proven flexibility and adaptability between different products
• Proven ability to work under pressure and meet deadlines
• Exceptional organization, coordination and planning skills
• Demonstrated operational efficiency
• Regularly comes up with strategies/ action items aimed at addressing critical issues and continues to find ways on how to better prioritize urgent and time sensitive items to ensure delivery against expectations
• Creates maps/tools that help monitor the progress and execution of plans
• Effectively assesses the competencies of leaders to create and plan development maps that capitalize on strengths and improve gaps
• Designs communication plans or strategies for content or subjects that are complex and sensitive
• Works closely with the...

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Employment

Transcom
Operations Manager
2013 - Present
Avas Flowers
Call Center Manager
2012 - 2013
Responsibilities/Accountabilities • Manages 4 departments with a combined FTE of 50 during off-peak (June to November) or 250 during peak (December to May) seasons. • Determines call centre...
Aegis PeopleSupport
Operations Manager
2010 - 2012
• Manages 2 LOB’s with a combined 70-seater program • Manages all the operational tasks and responsibilities (i.e. Staffing, Recruiting, Training, Performance, Quality, Financials, Rewards &...
Aegis PeopleSupport
Team Leader
2009 - 2010
Mentoring and Coaching • Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject...
eTelecare Global Solutions
Team Leader
2006 - 2009
Mentoring and Coaching • Serve as mentors and coaches to the reps on the floor and act as first point of escalation for client-specific issues. Serve as back-up point of escalation when Subject...
eTelecare Global Solutions
Inbound Sales Representative
2005 - 2006
eTelecare Global Solutions
Outbound Sales Representative
2003 - 2005

Education

AMA University
Computer Science
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Overview  |  Job History  |  Resume/C.V.

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  • 12 months
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Identity
Username
deanna_dulay
Type
Individual
Member Since
May 2015
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Deanna Mendoza | Elance

Deanna Mendoza