Virtual Assistant, Trainer, Customer Service Representative, English Teacher

Overview

Looking for part-time work (4 hours/day)

at $4.72/hour ($454.55/month)

Degree holder

Last Active

August 25th, 2018 (2847 days ago)

Member Since

December 11th, 2014

Profile Description

AEGIS (May 2009-March 2013)
Profile
• 5 years experience in speaking with different nationalities
3 years 9 months experience in a BPO
• 6 months experience as a banker
• 1 year experience as an ESL teacher
• Knowledgeable in Microsoft Office Applications
• Fast learner and highly trainable
• Excellent spoken and written communication skills
• Trained multi-tasker
• Results and detail-oriented
• Team player
• 1 year experience of freelance ESL teaching
Customer Service and Sales (Tier 1) in a BPO/American Bank : 1 year
• Received voice and accent training
• Went through extensive training about sales and customer service
• Provided excellent customer service to different kinds of customers who call about a product, an online issue, other general inquiries, and the like.
• Made sure that objections were overcome and closed the deal at the end of the call.
Account Escalation Specialist (Tier 2) in a BPO/American Bank : 1 year
• Went under extensive leadership training
• Took calls from customers who wish to speak with supervisors.
• Documented complaints and compliments.
• Managed difficult customers and made sure I was the last line of escalation a customer spoke with. I made sure that the customer wouldn't call back (at least for the same issue) by providing solutions.
• Did outbound calls for customers who need a follow up on their account
• Completed fraud verification.
• Assisted Tier 1 agents via chat and phone when they need help about products and processes.
Peer Trainer in a BPO/American Bank : 2 years
• Trained newly-hired agents for production, conducted periodic skills-check, evaluated their calls in nesting and endorsed them for production
• Sent daily status reports to domestic trainers and heads
• Conducted coaching sessions
• Attended regular “Train the Trainer” sessions
• Collaborated with domestic trainers on e-learning modules as an alternative to classroom training
• Created presentations / modules for newly-hired and tenured agents
• Conducted trainings for implementation of new releases and refreshers
• Send email blasts to agents to remind them of efficient and effective call-handling
JPMorgan Chase and Co.
(April 2013-October 2013)
• Received Global English Enhancement Training
• Assisted customers with their questions and requests pertaining to their deposit accounts and explained the bank services available to them via ATM, branch, or online.
• Educated customers about bank policies and federal guidelines relative to their bank accounts
• Recognized fraud alerts and fraudulent calls
• Ensured that quality customer service is provided on every call without compromise of the federal law and company policies
• Assisted customers with issues encountered online
1 Year Experience of ESL Freelance Teaching
Englishbreak / ABC360 Philippines (November 2013-March 2014)
• Taught Chinese students from different age brackets the basics in speaking English using different kinds of materials of their choosing. Courses include English Speaking, Business English, Entertainment English, Free Talk, English Pronunciation, Teenagers English, and Grammar
• Created students’ assessment after every class to ensure retention of information
• Advised students of their strengths and opportunities before the class ends
Etalk101 / Webridge Academy (March 2014-November 2014)
• Taught Russian students basic English by casual conversation / free talk
• Introduced new vocabulary and common American expressions
• Provided corrections and comprehensive feedback at the end of the class