Profile Title

Virtual Assistant

In Pampanga, Philippines

About Me

Virtual Assistant.
Results-oriented customer service representative with 5+ years experience in a fast paced BPO industry. Proven track record of enhancing customer satisfaction, streamlining service operations and leveraging technology to improve customer service experience.

KEY COMPETENCIES

  • Process Streamlining
  • Communication
  • Calendar, Inbox & Travel
  • Management
  • Team collaboration
  • Project and Team
  • Management
  • Commitment to excellence
  • Proposal Creation
  • Data Entry

 

TOOLS PROFICIENCY

  • Google Workspace
  • Microsoft Office
  • Salesforce
  • Pega
  • Airtable
  • Zoom
  • Slack
  • Skype
  • Clickup
  • Notion
  • Canva
  • Quickbooks
  • Tableau
  • ChatGPT
  • Loom

 

PROFESSIONAL EXPERIENCE

TeleTech Holdings Incorporated             

February 2024 - July 2024 Phone Support for Travel Account

  • Resolved an average of 20+ queries per day through phone and live chat with a 95% customer satisfaction rate.
  • Demonstrate expertise in navigating account functionalities to provide accurate and timely solutions.
  • Collaborate with technical team to escalate and resolve complex account-related issues.

 

Ibex Global Solutions Philippines           

July 2022 - August 2023 Real Time Analyst

  • Promoted to supporting accounts with around 50 to 150 employees.
  • Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence of 85%.
  • Communicated adherence deviation to employees and site leadership to address efforts on improving adherence.

 

Ibex Global Solutions Philippines                                                            

February 2019 - June 2022

Chat Support for Fitness device account

  • Provided front-line support for users, addressing product-related inquiries and technical issues.
  • Showcase proficiency in navigating account features to deliver precise and timely solutions.
  • Consistently received “Very satisfied” feedback from customers assisted.
  • Coordinate with the product development team to relay customer feedback for ongoing improvement.

 

Alorica                                                                                                               

July 2018 - January 2019 Phone support for Healthcare account

  • Assist members with issues related to bills and premiums and review any discrepancies.
  • Manage communication and documentation related to members benefits and claims.
  • Contributes to the overall efficiency and professionalism of the organization by providing essential customer support.

 

EDUCATION

Bachelor of Science

Major: Computer Science

2012 to 2017 Undergraduate

University of the Philippines Manila

Service Calendar
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X This calendar shows your working hours available for booking by employers. When you create a promoted service, it is automatically open for booking at any available time. If your service price is non-negotiable, then someone can book that service without your confirmation. If the price is negotiable, you will have to approve each time the booking request. This calendar can be enabled or disabled at any time, but all the services that has been booked should be provided.

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