Stephanie Ubando

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Associate Quality Manager

U.S. Home Cleaning Service Client

Jan 2024 - Oct 2025 (1 year 10 months)

Directed quality assurance by conducting thorough inspections of cleaning appointments, ensuring 100% compliance with company standards and customer expectations. Provided hands-on training and guidance to cleaning staff, improving best practices and quality standards. Analyzed customer feedback to identify and implement corrective actions, resolving quality issues and enhancing customer experience. Monitored key performance indicators (KPIs) to drive continuous improvement in cleaning quality and customer satisfaction. Developed and maintained a dynamic daily schedule for cleaning appointments, strategically optimizing resource allocation and coordinating with the management team to ensure seamless service delivery. Assisted in onboarding

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Medical Virtual Assistant

U.S. Health Care Client

Oct 2022 - May 2025 (2 years 8 months)

Managed high-volume inbound and outbound calls with patients, providers, and healthcare allied companies regarding inquiries, appointments, and data verification. Provided comprehensive administrative support, including data entry, appointment scheduling, email management, and record management. Conducted online research to find and verify address and contact details for a given list of doctors and companies. Closely monitored patient Electronic Medical Records (EMR) and Electronic Health Records (EHR) to identify and flag unusual data for urgent medical attention and report to designated departments or PCPs. Coordinated with a network of external service providers to process and send client requests, ensuring alignment with insurance cover

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Assistant Operations Manager

U.S. Client Investor

Aug 2022 - Nov 2024 (2 years 4 months)

Coordinate and manage the workflow of virtual assistants to ensure tasks are completed efficiently and within deadlines. Onboard, and train virtual assistants, ensuring they possess the necessary skills and knowledge to fulfill client requirements. Act as a point of contact for clients, understanding their needs, managing expectations, and ensuring high levels of customer satisfaction. Implement quality control measures to ensure that the services provided by virtual assistants meet the agency's standards and client expectations. Monitor the performance of virtual assistants, provide feedback, and implement improvements to enhance productivity and effectiveness. Identify and implement tools and technologies to streamline operations, improve

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Executive Assistant

U.S. Real Estate Investor Client

Jun 2021 - Aug 2023 (2 years 3 months)

Answer emails and phone calls from clients and schedule appointments. Conduct skip tracing for incomplete details such as address and contact details. Prepare the documents needed by the client. Generate leads using My Plus Leads for For Sale By Owner, For Rent By Owner and Lot Land owners. Generate foreclosure leads from county clerk's office. Manage cold and warm leads in Freedomsoft. Generate successful appointments with qualified prospects and endorse these appointments to the Acquisitions Manager. Measure and track daily lead management activity. Document all customer interactions and follow up activity to relevant team members. Support and collaborate with other department for lead management activities.

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TECHNICAL SUPPORT REPRESENTATIVE

Teleperformance Philippines | Vivint

Feb 2021 - Sep 2021 (8 months)

Remote troubleshooting using LogMeInRescue. Basic and advanced troubleshooting on Home Security Devices. Processing orders for new equipments and for replacements, payments, account changes, etc. Resolving customers' billing concerns through phone calls on different platforms. • Collected and meticulously filed customer data within the database, ensuring accurate record-keeping and easy retrieval for ongoing support needs. • Managed business operations by diligently tracking and ensuring the achievement of key sales metrics, contributing to overall team and company success.

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CUSTOMER SUPPORT REPRESENTATIVE

SITEL Philippines | AT & T

Jun 2019 - Mar 2020 (10 months)

Resolving customers' billing concerns through calls on different platforms. Documenting accounts with payments and billing disputes. Escalating customer concerns to dedicated departments by transferring calls using Avaya. Selling AT&T products and services to its existing and prospect customers across the U.S. • Managed customer data by collecting and filing relevant information into databases, ensuring accurate record-keeping and accessibility for future reference. • Contributed to business management by diligently tracking and ensuring the achievement of sales metrics, thereby supporting overall company objectives.

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