General Virtual Assistant/Financial Planning Assistant

Virtual Assistant – Virtual Financial Planning Assistant August 24, 2021 to present - Virtual Business Partners Cebu Philippines • Prepare annual financial review forms and reports for clients and advisers before the review meeting. - Update and check Xplan annual review data and compare with actual online portal figures from providers for pension and superannuation accounts like MyNorth - Update Xplan Fact Find, client details and fund details, income and expenses, assets, beneficiaries - Check and update Datefeeds in Xpaln to prepare before client review meetings - Generate and merge reports in Xplan to produce review reports for the adviser to use and finalize and provide to the client. • Fill out forms, implement adviser’s strategy for client and send superannuation or pension applications online • Prepare fees and agreement forms using Salesforce and electronic forms from providers. Manually fill out if needed. • Prepare third party authority and call providers for fund and insurance details research • Do insurance quotes research via online portal or phone call as per research form prepared by adviser • Communicate with adviser for urgent tasks and questions • Implement and lodge simple strategies of Record of Advice like investment switches or re-balances to providers’ portals or manual forms as per adviser’s instructions and follow up until completion. • Do compliance checks as per checklist, checking for correct implementation and proper processes with financial strategy implementation and lodgment. • Transcribe client meeting notes from Otter AI to file note templates and save to SharePoint • Attend client weekly meetings via Zoom or MSTeams • Make sure I am on top of emails and tasks as per target time frame and deadline. • Update work and output tracker. • Follow company polices and security protocols like LastPass and 2 factor authentication Achievement – nominated Rookie of the year and awarded certificate of recognition “extraordinaire” January 2023 - Advanced Diploma of Paraplanning 03/09/2021 certificate number: IIT0002598 International Institute of Technology - MyNorth Training certification

Virtual Assistant – Virtual Financial Planning Assistant August 24, 2021 to present - Virtual Business Partners Cebu Philippines, contact: +6332 516-3896 email: hr@virtualbusinesspartners.com.au • Prepare annual financial review forms and reports for clients and advisers before the review meeting. - Update and check Xplan annual review data and compare with actual online portal figures from providers for pension and superannuation accounts like MyNorth - Update Xplan Fact Find, client details and fund details, income and expenses, assets, beneficiaries - Check and update Datefeeds in Xpaln to prepare before client review meetings - Generate and merge reports in Xplan to produce review reports for the adviser to use and finalize and provide to the client. • Fill out forms, implement adviser’s strategy for client and send superannuation or pension applications online. • Prepare fees and agreement forms using Salesforce and electronic forms from providers. Manually fill out if needed. • Prepare third party authority and call providers for fund, pension, superannuation, and insurance details research, update Xplan, Fact Find, or clients' records for review meetings. • Do insurance quotes research via online portal or phone call, as per research form prepared by adviser and save in client records. • Communicate with adviser for urgent tasks and questions. • Implement and lodge simple strategies of Record of Advice like investment switches or re-balances to providers’ portals or manual forms as per adviser’s instructions and follow up until completion. • Do compliance checks as per checklist, checking for correct implementation and proper processes with financial strategy implementation and lodgment. • Transcribe client meeting recording from Otter AI to file note templates and save to SharePoint. • Attend client weekly meetings via Zoom or MSTeams. • Make sure I am on top of emails and tasks as per target time frame and deadline. • Update work and output tracker. • Follow company polices and security protocols like LastPass and 2 factor authentication.

Customer Service Representative January 21, 2019 to July 30, 2021 Manulife Business Process New Town Center Mactan, Cebu • Answer call inquiries of plan holders regarding coverage • Answer calls from service providers about plan verification and coverage • Resolve billing inquires • Follow up scheduled callbacks for members • Complete excellent Average Handling Time Achievement: Current AHT is 418 seconds when passing rate is 500 seconds Customer Service and Sales Representative May 20, 2013 up to January 22, 2014 – The Results Companies, Lapu-lapu City, Philippines • Process customers’ requests such as satellite radio subscription plan purchases, renewals, cancellations, and payments • Answer customers’ questions • Upsell after customers’ issues are resolved • Inform customers’ of different options for services and products • Provide a wow experience to customers • Document all transactions after each call • Appropriately transfer calls to the correct department when needed • Inform superiors of technical problems • Achieve more than 75 percent CSAT, 85 percent QA scores, and issue resolution Achievement: Top 5 employee in November 2013 for highest customer satisfaction score

IELTS( International English Language Test System) score of 7.5 CEFR Level C2 Advanced

- Call fund, pension, superannuation, and insurance providers to obtain details for clients and update Xplan, Fact Find, or clients' records for review meetings - send third party authority forms to fund providers to obtain access to clinets' financial details and information - perform or request insurance quotes and follow up

Three years’ experience as a call center customer service and sales representative Three years’ experience as a shop supervisor, retail merchandiser, and sales assistant in Dubai, UAE August 13, 2016 to April 24, 2018, IMG Worlds of Adventure Theme Park, Dubai, UAE • Greeting customers who enter the shop • Answering queries from customers • Assisting customers to find the products they are looking for • Giving advice and guidance on product selection to customers • Dealing with customers refunds, exchange, and complaints • Stocking shelves and visual merchandising • Updating special promotions and displays • Upselling and cross-selling • Keeping store tidy and clean • Follow safety precautions and procedures • Work with established guidelines and follow management instructions Fashion Retail Supervisor August 1, 2015 to January 26, 2016 – Al-Ghurair Retail, Springfield Brand Department, Doha, Qatar • Provide excellent service to customers by greeting, acknowledging, listening and answering customer questions • Provide product information to help customer decide on purchasing the product and suggest options on other items • Suggest other items to mix and match to improve number of unit sales per customer • Hit key performance indicators such as average transaction value and unit sales per customer • Make sure the shop is perfectly clean and organized • Make sure all shop documents, permits, and registration are updated • Make sure all shop utility payables are updated • Double check all paperwork every day such as the daily sales report and daily banking report • Make team schedule • Make sure everything in the shop is up to standard as per company policy • Make sure all visual merchandising is up to company standard and updated • Check stocks to optimize sizes availability and consolidate with other shops when needed • Report to headquarters all issues regarding operations and product quality • Do monthly inventory and manual count to check stock loss • Make sure staff is providing excellent customer service as per company standard Achievement: Increased units sold per customer by 8 percent for the month of October and 12 percent for the month of November compared to last year

IELTS( International English Language Test System) score of 7.5 CEFR Level C2 Advanced

Virtual Assistant – Virtual Financial Planning Assistant August 24, 2021 to present - Virtual Business Partners Cebu Philippines • Prepare fees and agreement forms using Salesforce and electronic forms from providers. Manually fill out if needed.

Transcribe client meeting recording from Otter AI to file note templates and save to SharePoint.

-Prepare annual financial review forms and reports for clients and advisers before the review meeting. - Update and check Xplan annual review data and compare with actual online portal figures from providers for pension and superannuation accounts like MyNorth - Update Xplan Fact Find, client details and fund details, income and expenses, assets, beneficiaries - Check and update Datefeeds in Xpaln to prepare before client review meetings - Generate and merge reports in Xplan to produce review reports for the adviser to use and finalize and provide to the client.

Customer Service Representative January 21, 2019 to July 30, 2021 Manulife Business Process New Town Center Mactan, Cebu • Answer call inquiries of plan holders regarding coverage • Answer calls from service providers about plan verification and coverage • Resolve billing inquires • Follow up scheduled callbacks for members • Complete excellent Average Handling Time Achievement: Current AHT is 418 seconds when passing rate is 500 seconds