I have 10 years of work experience as a customer service representative with a background in technical support, sales, and client profile management. This is where I developed my customer relationship skills and multitasking skills, such as data entry, cold calling, and appointment setting. I am also an efficient team leader who has accumulated experience in task management, team collaboration, and strategic mentorship. This allows me to establish my organizational, time management, and decision-making skills. I am a self-starter and can be left alone to finish my job diligently and on time. I am a resourceful, positive, disciplined, and trustworthy employee who will always seek ways to add value to your business. So if you are looking for a well-rounded and reliable virtual employee committed to delivering excellent service, I am very confident that I am the one you are looking for.
Experience
PINEAPPLE / Temark International Inc
Apr 2023 – Present
4990 E Mediterranean Drive, Suite D, Sierra Vista, AZ 85635
Business Virtual Assistant
- Lead generation through cold calling Property Seller and Cash Buyer clients.
- Collecting information about Real Estate Sellers and Cash Buyers from a source and
loading information into a technology that skips traces of the full details of a Seller and Cash Buyer.
- Sending end-of-day reports of completed tasks at the end of the shift.
QUANTRICS ENTERPRISES INC. - Naga Site
May 2020 – Jan 2023
Almeda hwy, Roxas Ave, Triangulo, Naga City, 4400
Team Leader
- Proactively motivates team members to attain their monthly performance metrics by setting clear team goals.
- Manages employee performance, including conducting performance evaluations and providing feedback to employees.
- Review calls to evaluate employees’ responses to customer inquiries.
- Handle customer escalations and complaints in a professional and efficient manner
- Schedules one-on-one coaching sessions with team members to improve performance.
- Listens attentively to team members’ feedback and resolves any internal issues or conflicts.
- Recognize team members with excellent performance on a monthly basis.
- Prepare reports for upper management on team performance, customer satisfaction, and other metrics.
- Conducts weekly triad with the Operations Manager to ensure that the quality of coaching sessions with employees is aligned with the company’s
CONCENTRIX – Naga Site
Aug 2019 – Feb 2020
Ninoy and Cory Ave., 2nd floor, Naga City
Customer Service Representative
- Directly interact with health providers to provide information on clients’ health insurance coverage such as benefit coverage and plan eligibility.
- Assist in determining if a medical procedure is valid and billable.
- Keeps records of all health providers’ interactions and all transactions that take place.
Crowne Plaza Macau
Mar 2018 – Apr 2019
The Residencia, Tower 7 Rua da Perola Oriental, Macau SAR
Front Office Personnel
- Interacts with the guests to handle requests for accommodation.
- Checks accommodation availability and assign them to guests.
- Maintains guest records and files during registration.
- Prepares and collects guests’ bills upon check-in or check-out.
- Ensures guest preferences as part of providing excellent service.
Colewell Marketing
Apr 2017 – Sep 2017
Solar Century Tower Cr, Salcedo village, HV. Dela Costa, Tordesillas, Makati City
Personal Account Manager
- Cold calling assigned leads to potential investors.
- Studies and understands the market volatility and presents it to traders.
- Collects and activates clients’ trading accounts.
- Presents global market data to potential investors.
- Assists potential investors in understanding the fundamentals of the stock market.
WDM Inc. (formerly BSSI)
Mar 2016 – Apr 2017
Basic Petroleum Building, Palanca St. San Lorenzo Village, Makati City
Personal Account Manager
- Cold calling assigned leads to potential investors.
- Studies and understands the market volatility and presents it to traders.
- Collects and activates clients’ trading accounts.
- Presents global market data to potential investors.
- Assists potential investors in understanding the fundamentals of the stock market.
Microsourcing Philippines
Jul 2015 – Feb 2016
Two-Ecom Tower Mall of Asia, Pasay City
Lien Representative/Collections Representative
- Thoroughly review the claim file and provide a detailed analysis of defenses to the claim adjuster.
- Negotiates and resolves unpaid bills from different health insurance companies across the state of California.
- Prepares and sends out agreement notice, including the amount to be settled via fax or email, to different health insurance claim adjusters.
AltiSource Philippines
Nov 2014 – Mar 2015
Two-Ecom Tower Mall of Asia, Pasay City
Travel Reservation Specialist
- Provides and assists customers in making reservations based on their travel requirements and budget.
- Helps the customer plan their travel itineraries by suggesting local tourist attractions and places they'll be interested in.
- Processes payments and sends confirmation details to customers.
- Provides support to customers who may need additional details about their reservations or if they want to do any amendments.
STARTEK PHILIPPINES
Mar 2014 – Oct 2014
Tiendesitas Ortigas, Philippines
Customer Service Representative
- Directly interact with customers to provide information on products and/or services, resolve problems, and offer general assistance.
- Handle complaints, document incidents, and report requests for further assistance to Case Manager.
- Perform the creation of new accounts using company-provided software tools.
- Keep records of all customer interactions and all transactions that take place.
- Provide customer support and technical issue resolution via phone.
- Configuration of customer’s equipment to connect to the Internet via Modem/ DSL router.
- Perform the creation of new accounts using company-provided software tools.
- Escalate complaints to Mentors for proper action.
- Work closely with the IT department of the company business to configure DNS servers and static IP addresses.
- Provide training to customers on how to use the 3rd party devices such as routers and Wi-Fi boosters.
Education
Central Bicol State University of Agriculture
Jun 2007 – Apr 2009
Bachelor of Science in Agri-Ecotourism Management, Tourism Management