2014
Bachelor's Degree in Accounting Technology
University of the East
Sharing my Background with you
Hello, my name is Harvey Kim Pilien, you can call me “KK”, currently residing in Valenzuela, Philippines. I am happily married with my long time partner for 13 years and a furparent of 2 lovely shih tzus, named Lassie and Tokyo. I am a friendly and an outgoing person who enjoys meeting new people and learning new things. I love traveling, navigating social media platforms, reading, watching creative videos and cooking in my spare time.
I graduated with Bachelors Degree in Accounting Technology and has a 10 years working experience in a fast-paced environment. I have extensive knowledge in collecting data, validating information, managing payments & credits, taking orders, analyzing claims/disputes, handling customer accounts, and managing large volume of workload. I am passionate about finding insights and patterns from data that can help the company make better decisions and achieve its goals. I have worked on several projects in the past, such as streamlining the client's current process, collaborating with others and pioneering projects from a newly start-up business. I have also received positive feedback and appreciation from the management and clients for my work.
I believe I have the skills, experience, and potential to be your personal Virtual Assistant, and would like to contribute on the success of your project/business. I have strong analytical, communication, and world-class service skills that can help me manage projects successfully and efficiently. I also have a growth mindset and a positive attitude that can help me overcome challenges and learn from feedback. I think I can contribute a lot to you and to my future role with your company.
My Skills and Competencies
Social Media Management
Legal Virtual Assistance
Medical Virtual Assistance - Customer Service
Facebook Ads Management
Project Management
Disputes and Claims
Standard Operating Procedure (SOPs) Creation
CRM
Online Accounting & Bookkeeping
Content Creation
Customer Service
Cold Calling
Certificates
My Experience and Education
2022
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2024
SHELL US
(CRM Specialist)
-Successfully established a strong, harmonious relationship with Internal Stakeholders when I was sent to the US, resulting in increase productivity, efficiency and overall project success.
-Responsible in creating an up-to-date Standard Operating Procedures (SOPs).
-Managing day-to day operations while ensuring customer set ups are complete per various group SLAs.
-Provides training, and guidance for the team on a variety of issues, including the day-to-day activities as well as new business issues.
-Responsible for establishing and maintaining effective business relationships with Customers, Sales, Trading and Supply and other internal support organizations.
-Accurately process customer set up requests.
-Maintain and update database information; this includes contacts, phone numbers, and email addresses.
-Process product extensions via Product Lifecyle Management (PLM) system.
-Coordinate and lead complex transfer requests with key internal and external stakeholders.
-Execute a yearly review of all active customer accounts with internal stakeholders.
2020
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2022
SHELL US AND CANADA
(Cold Caller)
-Act as a first line of support for systems related issues and concerns.
-Handling customer technical support cases through phone and email submission on a daily basis across United States.
-Prioritize tasks to accommodate recurring and Adhoc Report activities.
-Respond according to the business urgency across the United States.
-Handling pricing activity requests in Canada while analyzing competitor's price .
-Maintaining system functionality by identifying workarounds.
-Guide various internal and external key stakeholders through corrective steps by researching and troubleshooting problems.
-Responsible for the data maintenance of customer accounts.
-Provide analytical assistance to any issues that may be related to customer accounts.
-Identifies and analyzes issues/problems to determine the appropriate level of response or involvement needed from other support groups.
-Communicate with internal contacts and other support groups to ensure timely and efficient account setups.
-Monitor communication of data on a day-to-day operation through various systems.
-Provide advice, counsel, and guidance to users for all aspects of operations. This includes areas of business processes and most system related questions.
-Identify opportunities for continuous improvement and lead or participate on projects that enhance our service and process.
-Improving existing tasks by evaluating objectives, providing proposed changes and making recommendations.
-Created up-to-date Standard Operating Procedures (SOPs).
2019
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2020
NBS US
(Customer Service Specialist - Dispute and Claims)
-Managing customer claims within North America.
-Review SAP system daily to monitor the status of open deductions for new and/or existing deductions.
-Research and identify deductions, properly code all deductions to the correct reason codes.
-Obtain Deduction Support from customer portals, department email, and scan and image documentation for processing in dispute management workflow.
-Gather documents to prepare accounts for resolution.
-Request and obtain required documentation to assist with analytics.
-Settle all deductions accurately and consistently within approved Company guidelines.
-Accountable for the collection and/or establishment of repayment commitments for invalid deductions.
-Establishes relationship with Customers and Brokers to maintain a constant focus on achieving established deduction targets.
-Prepare reports as needed to track the status of deduction balances, and to communicate progress to management.
-Follow established guidelines for proper escalation of unresolved items.
-Review and process end to end process for shortages.
-Process Credits for approved valid deductions according to Corporate Guidelines.
-Ability to use critical thinking and deductive reasoning skills.
-Created up-to-date Standard Operating Procedures (SOPs).
2018
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2019
NBS US and CANADA
(E-Commerce Virtual Assistant)
-Successfully pioneered the project in the US to document the process and start the business here in the Philippines.
-Responsible in documenting Standard Operating Procedures (SOPs) and keeping it up-to-date.
-Handling order entry requests within North America and Canada.
-Liaise with cross-functional department to resolve exceptions/ failures for electronic and digitalized request within the time period of defined SLA.
-Provide analysis and input into root cause resolution of demand failures request, supporting 1 touch orders.
-Perform periodic activity relevant reviews with stream Lead Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible.
-Analyse and check KPIs on quality of services provided and present during DORs.
-Participate in KPIs trends (SLAs), root cause analysis of mistakes/errors and problem solving.
2017
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2018
NBS MALAYSIA and SINGAPORE
(Online Accountant / Bookkeeper - Returns and Refusals)
-Create debit/credit notes for any returns or refused orders within Malaysia and Singapore market.
-Issue refunds and adjustments.
-Prepare and validate Invoices.
-Coordinate with multiple Vendors across various Trades.
-Ensure reporting requirements are up to date.
-Completes month-end related activities.
-Special projects as assigned.
-Created up-to-date Standard Operating Procedures (SOPs).
2016
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2017
NBS OCENIA
(Online Accountant / Bookkeeper - Credits and Invoicing)
- Managing requests within OCEANIA Market (New Zealand, Australia, New Caledonia, Fiji, Papua New Guinea).
-Responsible for preparation of customer invoices.
-Audit invoice transactions.
-Issue refunds and adjustments.
-Perform Account reconciliation.
-Accountable for creating invoices and credit memos, issuing them to customers and updating customer files.
-Validate Invoices.
-Process EFT/Cheque payments.
-Communicates with all other internal customers to resolve billing and data issues.
-Prepares customer reporting based on specific needs.
-Ensures proper approvals for documents and reports audit compliance.
-Created up-to-date Standard Operating Procedures (SOPs).
-Completes month-end related activities.
2014
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2016
NBS ASIA
(Online Accountant / Bookkeeper - Billing and Credits)
-Managing customer's request within Asia Market (Malaysia, Singapore, Thailand, Indonesia, Philippines).
-Create and resolve credit notes in a timely and accurate manner and other data issues.
-Analyze open/outstanding items in Accounts Receivable.
-Prepares customer reporting based on specific needs.
-Identify, validate and report on key metrics and create ad-hoc reporting.
-Manage the billing process of items not interfacing automatically.
-Investigate and resolve billing queries and data issues.
-Prepares customer reporting based on specific needs.
-Assist with month end responsibilities and generate key reports.
-Created up-to-date Standard Operating Procedures (SOPs).
2012
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2012
Local University - Manila City
(HR Administrative Assistant)
- Collect and process student tuition fee payments made through bank deposits.
- Verify deposit details (student name, ID number, amount paid, etc.) against remittance slips and student accounts.
- Reconcile bank deposits with student account records daily to ensure accuracy and completeness.
- Maintain and update student information in the school's database, including address, contact details, academic program, and tuition fee schedule.
- Address student inquiries and update their profiles accordingly.
- Ensure all student information is accurate and up-to-date for registration, billing, and academic purposes.
- Generate official invoice receipts for each tuition fee payment received.
- Ensure receipts include accurate details such as student name, ID number, payment amount, date, and bank deposit reference.
- Send copies of invoice receipts to the appropriate departments email addresses.
- Maintain a log of receipts for record-keeping and tracking purposes.
- Ensure timely delivery of receipts to facilitate smooth financial transactions and student record-keeping.
2011
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2012
Non-profit - QMM
(Social Media Manager)
https://www.facebook.com/quotememaybe
-Develop and implement a social media strategy to share relatable stories about the non-profit's mission and initiatives.
-Create engaging content that educates, inspires, and motivates supporters to take action.
-Drive fundraising efforts through social media campaigns and engagement strategies.
-Manage and schedule posts across multiple platforms, adapting content for different audiences.
-Build and nurture relationships with key influencers and online communities.
-Monitor social media trends and best practices.
-Analyze social media performance and identify opportunities for improvement.
2011
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2011
LGU - Valenzuela City Legal Office
(Legal Administrative Virtual Assistant)
- Accurately transcribe criminal records from court record books into MS Excel spreadsheets for tracking and reporting purposes.
- Familiarity with legal terminology and understanding of data for precise data entry.
- Maintain confidentiality and adhere to privacy regulations while handling sensitive information.
- Collaborate with team members to address any discrepancies or uncertainties in the records.
- Contribute to the efficient and effective management of court records and data systems.
My Services
Facebook Ads
I can drive results through strategic targeting, creative optimization, and data-driven insights. Proven ROI delivery.
Customer Service
Dedicated to resolving issues and can enhance customer satisfaction with personalized support efficiently
Virtual Assistance
I am a proactive multitasker with strong organizational skills. Can enhance productivity and support your business.
Social Media Management
I can elevate your brand's online presence with precision and creativity.
Data Entry Pro / Web Researcher
With a proven track record of accuracy and speed. Meticulous, efficient, and ready to boost your team's productivity.
Content Creator
I am adept at transforming ideas into captivating narratives. Let's collaborate and drive meaningful results.