Liezl Mahinay

Managed high call volumes, averaging 80+ calls daily, while maintaining a positive and professional attitude to ensure exceptional customer experience.

Achieved a 90% first-call resolution rate by effectively resolving technical and service-related issues for Verizon customers.

Educated customers on Verizon plans, promotions, and device features, leading to informed decisions and increased product adoption.

Accurately processed payments, upgrades, and service plan changes, ensuring seamless customer transactions and account management.

Documented all customer interactions in internal systems, enhancing tracking capabilities and facilitating effective follow-up procedures.

Exceeded daily, weekly, and monthly sales targets by an average of 15% through proactive outbound calls and persuasive product education.

Closed sales effectively by handling customer objections and employing consultative selling techniques, contributing to increased revenue.

Maximized conversion rates by diligently following up on leads, abandoned carts, and customer inquiries.

Collaborated with team leads and marketing to align messaging and offers, enhancing campaign effectiveness and customer satisfaction.

Maintained accurate records of customer interactions and sales outcomes within the CRM system, ensuring data integrity for strategic analysis.

Provided expert-level support on complex UMR/UnitedHealthOne policies, claims, and benefits, resolving an average of 50 escalated cases weekly.

Interpreted intricate healthcare plan details, eligibility rules, and billing procedures, ensuring accurate information dissemination to frontline agents and customers.

Delivered comprehensive training sessions and knowledge refreshers for over 100 new and tenured agents, improving team compliance and performance by 15%.

Collaborated with QA and leadership teams to identify and implement process improvements, enhancing service quality and operational efficiency.

Monitored performance metrics and provided real-time coaching and feedback, contributing to a 10% increase in agent effectiveness.

Taught English grammar, vocabulary, speaking, listening, reading, and writing skills to over 50 students, adapting curriculum to diverse learning styles.

Conducted regular assessments to track student progress, leading to an average 20% improvement in language proficiency scores.

Provided personalized one-on-one support to students, significantly enhancing pronunciation and fluency through targeted feedback.

Incorporated real-life scenarios and conversational English skills, preparing students for practical communication in various contexts.

Consistently met or exceeded weekly appointment-setting targets by 20%, scheduling an average of 15-20 discovery calls for coaches.

Qualified leads based on interest, budget, and program fit, increasing the efficiency of the sales pipeline by 25%.

Utilized CRM tools to manage the lead pipeline, update contact information, and track follow-ups, ensuring organized and effective client engagement.

Reduced no-show rates by 10% through diligent rescheduling, confirmations, and reminders, optimizing coach availability.

Maintained a professional and friendly tone to build trust and rapport with prospects, enhancing client relationships and brand reputation.

Managed multiple client emails, calendars, and appointments efficiently, optimizing schedules and preventing conflicts for executive-level clients.

Streamlined data entry, file organization, and online research tasks, improving information accessibility and reducing processing time by 15%.

Created and edited professional documents, spreadsheets, and presentations, ensuring high-quality and timely delivery for key business communications.

Scheduled social media posts and monitored engagement across platforms, contributing to enhanced online presence and brand visibility.

Coordinated meetings, prepared agendas, and recorded minutes, ensuring effective communication and timely follow-up on action items.

Conducted Versant test preparation sessions for over 150 candidates, leading to a 20% improvement in speaking and listening skills scores.

Trained individuals and groups on pronunciation, fluency, grammar, and sentence construction, enhancing overall communication clarity and effectiveness.

Assessed trainees' communication skills and provided targeted feedback, resulting in a 15% increase in post-training performance.

Monitored learner progress through mock tests and regular evaluations, adapting training methods to address specific areas for improvement.

Collaborated with recruitment and training teams to align communication standards, contributing to a more consistent and high-quality talent pool.

Provided expert guidance to frontline agents on complex Amazon Seller Support cases, reducing resolution time by 10% and improving agent confidence.

Resolved high-priority escalations involving account health, policy violations, and listings, maintaining a 95% compliance rate with Amazon guidelines.

Analyzed trends in seller issues to identify critical training and process improvement needs, leading to the development of new support materials.

Collaborated with global teams to ensure consistent policy interpretation and application across diverse regions, fostering a unified support approach.

Acted as the primary point of contact for process clarification and case resolution best practices, serving as a resource for over 100 agents.