Judith Prado

Background

About Judith Prado

I have more than 20 years experience with customer service that made me acquire skills that are necessary to be successful in business and with managing/leading teams. My professional career started as a crew member with Wendy's Hamburgers, Philippines, providing world class customer service. After 8 months, I was promoted to a Supervisor. My main role was to support the team's daily operations, conduct training for new hires, re-training and cross-trainings. I also monitor daily restaurant activities, including inventory, sales/P&L reports. I stayed with Wendy's for more than 5 years. I left Wendy's to work overseas in Brunei. Hired as a front of house customer support, I was promoted to a Supervisor after being with the company for 1 month. As a supervisor, I manage the whole restaurant's overall activity (Dairy Queen Brunei), monitoring crew performance, hourly/daily sales and Profit & Loss reports, assess/grade the overall daily maintenance, including appearance/ambiance, making sure that it passes the standards based on SOPs of our international partners. I stayed in Brunei for 2 years. I started my BPO career in 2013 as a Customer Service Representative, providing excellent customer and technical support to T-Mobile US customers via phone calls, e-mail and chat. I was promoted to a Senior Customer Service Representative with the main task to support agents with their queries. To monitor agent's performance, I review/grade cases based on the client's SOPs, providing feedback that helped them improve. I also generate attendance, activity, and performance reports, plus assisted with meetings and trainings. I'd been in the BPO industry onsite for more than 4 years. I started my remote work in 2017 when I was blessed to be a part of ParkWhiz's Seller Support (SS) team. Being on this awesome team was the highlight of my career. After a year of being a Tier 1, I was promoted to a Mentor, leveled up to a Supervisor after 2 years and scaled to an Assistant Manager for Training & Development after 1 year. My responsibilities as an Asst. Manager includes, but not limited to the following: • Design and administer training & onboarding for the SS Team. • Proactively develop, update and refine our internal documentation processes. • Collaborate with SS Management and Supervisors on all aspects and stages of process development and rollout, to ensure alignment of vision, goals and execution. • Directly manage the performance of all reps, providing regular coaching, mentoring and performance review sessions. • Complete ad hoc tasks to support SS Management.