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Janice Gonzales

Aspiring Virtual Assistant | 9 Years BPO Experience

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Intro
Cebu City, Philippines
Joined April 2, 2025

Skills

Languages

English
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Fluent
Tagalog
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Fluent
About
Hi, my name is Janice Gonzales, and I’m excited to apply for this opportunity. I’ve built a strong background in customer service and team support over the past several years, and I’m confident that my experience makes me a great fit for this role. I started my career in 2015 at Azpired Inc, where I worked as a Customer Service Representative assisting customers with their loan processes and inquiries. After a year, I transitioned to the Collections Department, where I helped clients with loan payments, especially for delinquent or charged-off accounts. This role helped me develop strong problem-solving skills and the ability to handle sensitive financial matters with professionalism. What excites me most about this opportunity is the chance to apply my customer service and problem-solving skills in a new setting. I’m confident that my experience in handling customer concerns, training, and administrative support will allow me to make a valuable contribution to your team. Thank you for considering my application. I’m really excited about the possibility of joining your team and contributing to its success. I look forward to the opportunity to discuss how my experience aligns with the role. Thank you!
Experience
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TDCX
Mar 2022 – Jan 2025
10F, HM Tower, W Geonzon St, Cebu City, 6000 Cebu
Subject Matter Expert
• Expertise Sharing: Provided expert-level support for Airbnb hosts and guests, assisting with bookings, disputes, and policy inquiries. • Quality Assurance: Monitor and ensure adherence to company standards and client requirements. • Issue Resolution: Address complex customer issues escalated by agents. • Performance Monitoring: Analyze team performance metrics to identify areas for improvement. • Process Improvement: Recommend and implement enhancements to workflows and procedures
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Azpired Inc.
Sep 2015 – Dec 2021
10th, 11th and 12th Floor, Cebu Exchange Tower, Salinas Dr, Cebu City, 6000 Cebu
Collections Specialist
• Assisted clients with loan inquiries by providing accurate information and resolving concerns efficiently. • Processed complaints and resolved issues related to loan applications, approvals, and repayments • Managed overdue accounts by contacting clients, negotiating payment arrangements, and ensuring timely collection of loan payments.
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Azpired Inc.
Sep 2015 – Dec 2021
10th, 11th and 12th Floor, Cebu Exchange Tower, Salinas Dr, Cebu City, 6000 Cebu
Collections Specialist
• Assisted clients with loan inquiries by providing accurate information and resolving concerns efficiently. • Processed complaints and resolved issues related to loan applications, approvals, and repayments • Managed overdue accounts by contacting clients, negotiating payment arrangements, and ensuring timely collection of loan payments.
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