Customer Service Representative

I have worked as a bookkeeper/ accounting assistant for both private and government entities as an employee and independent contractor. My job entailed data entry of business transactions, payroll processing, and tax filing for the employees of the company, inventory management, reconciliation of ledgers, preparation and filing of periodic financial statements, etc.

I have worked as a Customer Service Specialist in a BPO setting for big companies like JP Morgan Chase for their mortgage account, Bank of America for their credit card account, Wells Fargo for their Retirement and Investment account, American Express US credit cards, SunLife of Canada's medical and dental health plan, and ADP Philippines assisting B2B with their payroll and HR needs. All of these work experiences were done via calls, emails, and chat assisting international customers in both US and Canada. I excel in providing customer satisfaction to the customers/clients of these companies thereby gaining and retaining loyal clients for them and expanding their business through referrals from these customers as well. I always get rewards and recognition for being one of the Top Ten CSRs within my department.

Most of the email management experience I gained was working with ADP Philippines Inc. by handling their small business accounts where I got to interact with small business owners and assisted them set up their business operations to see them succeed and expand. I checked emails from these clients first thing in the day to see if they needed anything.

All of the work experience I had, be it as a Customer Service Specialist or a seasoned bookkeeper, entails a lot of data entry that should always be accurate as information entered was used for several things like evaluation of performances, trend predictions, and budgeting.

Although I never experienced making travel arrangements for a client or customers at work, I was the one who did all the travel planning and preparation for my family, be it a vacation out of town or out of the country. The travel planning included places to go to, specific times and dates, activities to join, budget included, food to enjoy to ensure health needs, documents needed, etc.

Aside from working as a Customer Service Specialist, I also did a lot of administrative functions like assisting my immediate superior with setting up appointments, organizing meetings, preparing reports, and communicating. In the absence of my superior, I acted as a Team Leader assistant by monitoring my team members' progress, like checking their metrics - customer satisfaction score, average handling time, productivity, attendance, quality of calls, etc.

Part of the marketing I did to advertise my business or service to customers was to post content be it in the form of graphic designs with captions or text engaging the customers to comment or reach out, thereby increasing brand awareness. I usually post poems that I've composed to advertise.

I have worked as a bookkeeper/independent contractor for a local painting contractor within my locality for almost 3 years. Part of my job functions aside from the usual data entry of business transactions and filing their business taxes was to always check their inventory within a specified period to oversee costs of operations and make an evaluation of these inventories to see what items need to be kept, replaced, or discarded.

Although not directly work within the Human Resources department, my work experience in ADP Philippines was assisting their B2B clients set up their business in terms of payroll, taxes, and other HR-related functions like job postings, applicant screening process, time and attendance keeping, set up workers compensation insurance for their employees, and retirement. In the absence of my immediate superior, I also acted as a team leader assistant overseeing the duties of my colleagues in case where they needed help with completing projects assigned to them, monitoring their metrics like customer satisfaction scores, productivity and engagement rate, attendance, etc.

In cases wherein I needed to prepare reports that would summarize metrics or the overall progress of the team or department, I used Excel or Google Sheets to show this information. Data gathered through these reports helped evaluate performance metrics and make a prediction in terms of budget control and project management, showing if the employees did good and if the company was making a profit or not.

I handled the marketing of my business and my friend's business by advertising through social media platforms like Facebook and Instagram. This entails posting pictures or videos of the things we sell or offer, reaching out to customers to give feedback or testimonials, responding to customers' queries or concerns, and checking analytics of the marketing strategies we did if these worked or not to boost the business's revenue and brand awareness, etc.