Basic Information

• Age: 30
• Gender: Female
• Location: Brgy cambulao alangalang Leyte ( Click to view complete address )
• Phone: ( Click to view phone no )
• Website: Not Available
• Linkedin: ( Click to view linkedin url )
• Skype: ( Click to view skype ID )
• Government Id: ( Click to view government id )
• Last Active: 08/31/2022
• Member Since: 08/31/2022

Description

I am a 3-year experienced and top-rated Customer Service, Technical Support, Social Media Manager, a Virtual Assistant and a former Senior Quality Analyst/Assurance with the companies I’ve worked for. I’ve worked with various US, Canadian, and UK clients for retail, B2B, cable, internet service provider, satellite radio, travel, healthcare, HMO, and telco. I’ve already handled many different accounts with managerial tasks in my previous jobs, and now I am seeking a new opportunity to learn, grow and contribute my best practices at work. I am easy to work with, my compliance is outstanding, and I am someone who is very adaptable. I am very keen on details and I have very good time management skills. My tasks regularly are as follows: CSR/TSR: - Receive inbound calls for account management, account registration, and password reset, merchandising inquiries, offers and promotions, gift card requests, full and partial refunds, replacements, and checking order status for owned and drop-shipped items from vendors - Contacting vendors, carriers, and other departments - Did outbound calls to offer products and services to clients - Leaving notes on the customer’s account for future references - Making sure customer’s information is updated - Explaining how the billing system works (monthly/arrears) - Troubleshooting broadband and cable service - Has an experience working with HMO (Blue Shield of California and Medicare 65) Aware of HIPAA - Booking flights and hotels - Good tool navigation skills and tech-savvy - Responding to customers' emails promptly. I make sure that emails will not go "Over SLA" status - Can handle multiple concurrencies on live chat - I also handle inquiries from the customers through email, messenger, and chat - Providing outstanding customer service and resolving all concerns of a customer VIRTUAL ASSISTANT: - Communicating with all stakeholders - Sending email invites - Email correspondence - Affiliate marketing - Follow-up sales - Webinar moderation - Webinar set-up - Sales funnels - Minutes of the meeting - Constant communication - Clickfunnels creation - Adhoc SOCIAL MEDIA MANAGEMENT: - Reaching out to influencers and giving them discounts in exchange for testimonials on Instagram - Strategizing to get bookings from influencers - Liking posts and comments - Daily posting of contents on the client’s page - Handling inquiries from the customers through messenger and chat - Initiating DMs with rotating message swipes - Providing outstanding customer service to customers SENIOR QUALITY EVALUATOR/ASSURANCE - Onboarding and conducting trainings - Facilitating meetings and sometimes taking minutes of the meetings; making sure that all participants will receive the minutes of the meeting in a timely manner - Can work by myself with less supervision. I can also work with a team - Ensure that agents meet their metrics set by the company by auditing calls, phones, emails, and back-office works. Audit compliance is always met - Preventing the risk of fraud and potential failure mode through FMEA (Failure mode and effects analysis) - I check negative reviews/surveys (DSAT) through verbatim analysis and send emails to make sure that issues are addressed and resolved so that we can lead the agents to upgrade the customer experience - Can also do AHT (Average handling time) analysis for long and short calls and chats - I am very knowledgeable in Excel Pivot charts, Outlook, Word, Publisher, and PowerPoint presentation - Creating presentation decks and basic WordPress websites - Creating process documents or SOPE - Gathering, exporting, analyzing data, providing insights, providing root cause analysis and action plans - Providing weekly and monthly trends - Data entry and research - Email management/correspondence - File management - Creating trackers, extracting raw date and Pivot charts OTHER SKILLS: - CANVA graphic design - Basic WordPress design - Travel management - ESL (English as a Second Language) tutor - Transcribing audio and videos - Admin task - Trimming and editing videos - Checking inventories TOOLS/SYSTEM/APP I HAVE USED: - GoTo Webinar/Clickfunnels/Slack/Zoom/Skype/MS Teams/Webex/Whatsapp - Calendly/Canva/Filmora/Loom - Dropbox/Kana/Live Chat/Amadeus - Citrix Gateway/Oracle/DOS Based apps/Avaya - Asana/Trello/Microsoft 365/Google suite/Google Drive/Google Sheet/Google Docs/Notion - Facebook/Instagram/Tiktok/Twitter/Discord - FB Ads/FB group moderation COMPANIES WORKED FOR: - Target, Staples Business Advantage, Blue Shield of California, Medicare 65, Time Warner Cable, Sirius XM, Cathay Pacific, T-Mobile, AT&T mobility, UK Relish Broadband, and Sam’s Club Looking forward to hearing from you. Have a great day ahead.

Skills

• Admin Assistant
• Quality Assurance
• Recruitment Assistant
• Research
• Transcription
• Travel Planning
• IT
• Video Editing
• Blogging
• Bookkeeping
• Content Writer
• Appointment Setter
• E-commerce
• Graphic Design
• PPC
• Shopify
• SEO
• Social Media Marketing
• Webmaster
• Web Design
• WordPress
• Amazon
• Data Entry
• Affiliate Marketing
• Email Management
• Event Planner
• Excel
• Human Resource Management
• Personal Assistant
• Project Coordinator

Industry

• Healthcare Virtual Assistants
• Accounting Virtual Assistants
• Human Resources Virtual Assistants
• Insurance Virtual Assistants
• IT & Technology Virtual Assistants
• Virtual Legal Assistant
• Logistics & Trucking Virtual Assistants
• Online Education Virtual Assistants
• Property Management Virtual Assistants
• Real Estate Virtual Assistants
• Marketing Virtual Assistants

Service

• Administrative service
• Customer Service
• Executive Virtual Assistant
• Marketing Services
• Prospecting Services
• Transaction Coordinator