Profile Title
Virtual Assistant
In Pampanga, PhilippinesAbout 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
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