WORK EXPERIENCE
Virtual AssistantMarch 2015 – November 2018 Operations ManagerBilling and Mobile RetentionChat Support and Back OfficeCustomer Service Representative
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionManage and update listings to social media platform (Ebay, Gumtree, Ozbargain, Carousell, Catch, etc.)Maintain accurate and clear documentation for operational procedures and activitiesManage and direct operations team to achieve business targetsMaintain financial accounts by processing customer adjustmentsProvide operational support and guidance to staffPrepare, collate proposals and meeting materials
Supervisor (Tier 2 Billing Customer Support)January 2014 – April 2015Teleperformance2nd Floor Pavillion, Greenfield DistrictMandaluyong 1552
Conducted team assessment and provided appropriate feedbackEducated and monitored team in handling good quality call Developed lesson plans based on team’s needs and levelSuggest program or curriculum improvements to teamMaintain required records and reports Team Leader (Technical Support Department)Sykes AsiaWorld Wide Corporate Center, Shaw BoulevardHighway Hills, Mandaluyong City, Philippines 1552January 2013 – January 2014Handle employee orientation, development, and training logistics and record keepingMaintaining employee files and the team’s filing systemReviews Project Employment ContractParticipates in the management reviewPrepare summaries and reportsUniversal Agent (Sprint Telecommunications – Calls and Chat)IBM DakshEdsa Cental Mall, Ephifanio Delos Santos AvenueShaw Boulevard, Ortigas Center, Mandaluyong City, Philippines 1552 June 2010 – December 2012
Contacts with clients on the phone: giving information, problem-solving, receiving inquiriesHandle customer applications and services including entering customer informationHandle inbound and outbound account by delivering both chat and call concerns Meets or exceed sales and performance goalsDeliver outstanding customer service
EDUCATIONAL BACKGROUND
University of Santo Tomas
Holy Spirit Integrated School
St. John’s Wort Montessori School
PROFILE
Date of Birth : February 22, 1992Place of Birth : Quezon CityStatus
: Married
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