April Anne Merilles-Francisco

Team Lead

Skymount Property Group

Apr 2020 - Current (6 years)

• Led team in employee engagement, training, and talent acquisition resulting in increased team productivity. • Managed real estate transactions, property management, and lead generation for Skymount Property Group. • Implemented process automation and project coordination to streamline operations and improve efficiency.

Virtual Assistant

REVA Global LLC

Jan 2019 - Jul 2021 (2 years 7 months)

We free up the time of our real estate clients by taking care of the tasks that we specialize in allowing them to focus on their core expertise. Some of our functions are: > Seller leads optimization > Office administrator (managing data storage and database, calendar, mailing lists, documentation) > Doing a comparative market analysis > Social Media Management (Facebook, Twitter, Linkedin, IG) > Creatives (creating flyers, posters, e-mail headers) > Website management > Basic video editing

F

HMUA

Freelance Makeup ArtistHairstylist

Oct 2017 - Current (8 years 6 months)

F

HMUA

Freelance Makeup ArtistHairstylist

Oct 2017 - Current (8 years 6 months)

Full-time parenting

Career Break

Oct 2017 - Dec 2018 (1 year 3 months)

Training Facilitator

Convergys

Jul 2011 - Sep 2017 (6 years 3 months)

Essential Functions/Core Responsibilities • Accountable for day-to-day functional direction of trainees within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations • Utilized effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment • Prepared and presented training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts • Evaluated the performance of Associate Trainers using tools

Communication Coach

Convergys

Nov 2010 - Jun 2011 (8 months)

Dimension & Scope: The Language Coach is responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills. Principal Duties and Responsibilities: • Sampled and evaluated language quality through consistent (scheduled or random) call listening activities whether remotely done or side-by-side. • Participated in calibration sessions with Quality/Communication Leadership staff, Convergys personnel and clients. • Achieved departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.). • Participated i

Program Ready Trainer

Convergys

May 2010 - Oct 2010 (6 months)

• Conducted client-focused training sessions for new hires, product updates, and recursive training requirements at Convergys in the Philippines. • Attained and maintained certification in the Associate Trainer Certification Program to ensure high-quality training delivery. • Supported the training organization by introducing agents to the training process and assisting in program readiness.

Customer Service Associate

Convergys

May 2005 - Apr 2010 (5 years)

The Customer Support Associate II position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services. Essential Functions/Core Responsibilities • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunit

April Anne Merilles-Francisco

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