2015
Associate in Hotel and Restaurant Management
Goldenstate College of General Santos City
Discover the fascinating details about my skills and experiences!
Hello, my name is Allana Joy R. Pascua, and it's a pleasure to introduce myself. I am a highly motivated and customer-centric professional with a deep passion for delivering exceptional service and cultivating positive client relationships. My extensive experience has equipped me with a diverse skill set that allows me to consistently provide top-tier support and ensure customer satisfaction. I am driven by a genuine desire to enhance processes and tasks, offering clients careful consideration and unwavering support. I am skilled at consistently delivering high-quality service to clients, making their needs and goals my top priority.
Throughout my career, I have had the privilege of working in roles as diverse as Sales Agent, Customer Service Representative, and Freight Service Coordinator. These experiences have afforded me the opportunity to cultivate a strong foundation in effective communication, both written and verbal, enabling me to establish and maintain exceptional customer relationships. My unwavering commitment to delivering top-notch services is a driving force in my work. These experiences have further solidified my dedication to assisting clients in navigating day-to-day operations seamlessly, ensuring their needs are met without any hassle.
I am thrilled to embark on a journey of seeking new opportunities, networking, and contributing to meaningful projects. As I look forward to connecting with various companies and professionals, I am excited to explore how I can bring my skills and expertise to address their specific needs and objectives. My goal is to foster collaborations that are not only mutually beneficial but also align with shared values and goals. I am eager to engage in meaningful conversations and make valuable contributions to your organization and the broader professional community.
I am genuinely excited about the opportunity to bring my skills to your team and contribute to delivering outstanding service. If you're in search of a dedicated Virtual Assistant who is wholeheartedly committed to enhancing customer satisfaction, please do not hesitate to reach out to me. I'm fully prepared to help your organization excel in customer support and make a meaningful impact.
My Skills and Competencies
Freight Coordinator
Order Fulfillment
Data Entry
Freight Claims Specialist
Customer Support
Virtual Assistant
Customer Service
Certificates
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My Experience and Education
2023
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2024
MNM Marketing Gmbh
(CUSTOMER SERVICE REPRESENTATIVE)
Responsibilities include but are not limited to:
• Answering customer inquiries via email.
• Providing information about products and policies.
• Addressing and resolving customer issues, complaints, or concerns effectively.
• Escalating complex issues to higher levels of support when necessary.
• Maintaining a deep understanding of the company's products to provide accurate information to customers.
• Assisting customers with placing orders, tracking shipments, and processing returns or exchanges.
• Communicating clearly and professionally with customers to ensure a positive experience.
• Using empathy and active listening skills to understand customer needs.
• Recording and maintaining accurate and detailed customer interactions in a CRM (Customer Relationship Management) system.
• Adhering to company policies and procedures while assisting customers.
• Providing information on warranty, return, and refund policies.
• Educating customers on how to use products effectively.
• Offering additional information or resources to enhance the customer experience.
• Prioritizing and managing time efficiently to handle multiple customer inquiries simultaneously.
• Providing feedback on processes and suggesting improvements to enhance the overall customer experience.
• Maintaining a high standard of service and ensuring consistency in customer interactions.
2022
-
2024
Logistics
(FREIGHT SERVICE COORDINATOR)
Responsibilities include but are not limited to:
• Proficient in overseeing the end-to-end transportation process, from shipment booking to delivery, ensuring timely and cost-effective solutions.
• Skilled at understanding client requirements, providing accurate quotes, and delivering high-quality service, resulting in long-lasting client partnerships.
• Expertise in negotiating rates and terms with carriers to secure competitive pricing and reliable transportation services.
• Extensive experience in preparing and managing shipping documentation, including bills of lading, customs forms, and compliance with industry regulations.
• Strong analytical and problem-solving skills, capable of swiftly resolving issues such as delivery delays, damaged goods, or route changes.
• Effective team player, collaborating with colleagues and partners to optimize logistics operations and meet client expectations.
• Coordinated and managed the transportation of goods for a diverse client base, ensuring on-time and cost-effective deliveries.
• Established and nurtured relationships with carriers, negotiating favorable rates, and ensuring reliable service.
• Prepared and maintained accurate shipping documentation, including bills of lading, customs forms, and compliance records.
• Addressed and resolved transportation-related issues promptly to minimize disruptions and maintain client satisfaction.
• Collaborated closely with the sales and customer service teams to align logistics with client expectations and business goals.
• Utilized transportation management software to track shipments, optimize routes, and improve overall efficiency.
2021
-
2022
SONNY AND MARSHA HOLDINGS, INC.
(CUSTOMER SERVICE REPRESENTATIVE | ECOMMERCE)
Responsibilities include but are not limited to:
• Fielding customer inquiries via phone, email, chat and providing accurate and helpful information about products, services, policies, or procedures.
• Identifying and resolving customer issues, complaints, or concerns promptly and effectively while striving for customer satisfaction.
• Listening to customer complaints, empathizing with their concerns, and finding appropriate solutions or escalating issues to a higher authority when necessary.
• Maintaining a comprehensive understanding of the company's products to answer customer questions and provide recommendations.
• Assisting customers with placing orders, tracking shipments, and handling returns or exchanges when applicable.
• Assisting with billing inquiries, explaining charges, setting up payment plans, and processing payments.
• Educating customers on how to use products effectively, including providing user guides or tutorials.
• Identifying opportunities to recommend additional products or services that may benefit the customer and the company.
• Follow-Up: Conducting follow-up with customers to ensure their issues were resolved satisfactorily and gather feedback on their experience.
• Dealing with irate or upset customers in a calm and professional manner and working to de-escalate tense situations.
• Participating in ongoing training and development programs to improve customer service skills and stay updated on company products and policies.
• Collaborating with other departments within the organization, such as sales, marketing, and product development, to address customer needs and improve the overall customer experience.
• Collecting and analyzing customer feedback and suggestions to identify areas for improvement in products or services.
• Identifying recurring customer issues or trends and providing insights to the company for process improvements.
• Upholding the company's reputation and brand image by consistently delivering excellent customer service.
2018
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2018
KARM SOLUTIONS
(CALL CENTER | SALES AGENT)
Responsibilities include but are not limited to:
• Proficient in making outbound sales calls to prospective customers, effectively conveying product benefits, and closing sales.
• Committed to providing a positive customer experience by actively listening to customer needs, addressing inquiries, and resolving issues promptly.
• Demonstrated ability to consistently meet and exceed sales targets and quotas, contributing to company growth and profitability
• Strong verbal and written communication skills, enabling clear and persuasive communication with customers and team members.
• Proficient in handling objections, addressing customer concerns, and converting hesitations into successful sales.
My Services
Freight Claims Specialist
Manages and coordinates with UPS and FedEx on filling loss, damage claims, and reimbursements.
Freight Coordinator
Well-versed in various platforms such as FedEx, UPS, Unishippers, Shipco, ECU360, Air Freight, Hapag-Lloyd, and more.
Customer Service
Manages customer inquiries, resolves issues, and strives for utmost customer satisfaction.