Grace M.

ABOUT ME

Hi! This is Mary Grace Madragon! I am a very open minded person, I love hanging out with my friends, watching movies, strolling, and eating street foods! I also jog 2-3 times a week to keep myself fit and focused. You may say I am very quiet at first, but when I’m already comfortable talking to you, you’ll have a whole lot of time laughing. I also indulge myself in watching TV series. My favorites are The Big Bang Theory and The Two Broke girls. I also spend my time watching vlogs on YouTube, and browse through social media, mainly on Facebook, Instagram and twitter.
I am an independent person. I already experienced working and supporting my own self, without any help. I do not want to depend on other people, but when you offered help and insisted, it will be much appreciated. I am a shy person by nature. I am not confident in speaking English before, but because of all the work experiences I had, it helped me a lot with my communication skills. Also with the help of my mentors, my supervisors, and co-workers, I managed it all and became more confident and believing in myself that I can do it.
For my work experiences, I encountered different people and situations. I was once a personal assistant to the Director of a BPO company. Being a PA, I was sending invoices to clients. I was also the one creating service agreements. I learned to be meticulous towards my duties especially with money matters. I also did admin tasks, managing calendar and booking flights for my boss. I was then promoted to be a team leader, supervising 30 agents. We were cold calling individuals in California. After that, I worked as a customer service representative in a telecommunications company. There, I overcame situations that tested my patience and focus. It helped me a lot especially in building my confidence in speaking and developing my multitasking skills. As a customer service rep, I was catering calls like billing inquiries, payment arrangements and also did basic troubleshooting. Though the account was toxic, it helped me manage myself how to pacify irate and aggravated customers. The last work experience I had was being a team leader and a quality assurance to a different BPO company. I was the one monitoring the calls of the agents, making sure they were quality calls. I also encouraged the agents to be determined in hitting the daily target and meeting the client’s standards. I also did coaching in regards to the agents’ working attitude and how they can improve their calls. There, it really tested my capacity as a person. My patience, my determination, and my intuition as a leader. I need to be a role model for my agents, especially when it comes to attendance.

SKILLS