2011
Bachelor of Arts in Mass Communication major in Broadcasting
Bulacan State Uiversity
More Info About Me
To shortly introduce myself, my name is Arma and I previously worked as a Senior Customer service officer. As a dedicated and personable professional with more than eight years of experience facilitating outstanding customer experiences to maximize company loyalty and retention. My background includes successfully enhancing customer response strategies, resolving complaints and escalations, leading my colleagues and coordinating customer service functionality to drive productivity and growth. Throughout my experience, I have skillfully handled customer communications and problem solving to realize improved customer service, satisfaction, and overall sales. Although I have spent the majority of my career in the Customer Service industry, I am convinced that my skills and experience are transferable to the other roles.
Also, I worked as a Property coordinator for Airbnb, VRBO and Booking.com. I managed 21 listings and maintained great reviews and ratings. I ensured that guests will get the best service every accommodations should provide.
My Skills and Competencies
Amazon VA
Data Entry
Customer Service
Social Media Moderator
General VA
Certificates
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My Experience and Education
2019
-
2022
AIRBNB LISTING IN BGC
((RENTAL MANAGEMENT VIRTUAL ASSISTANT))
• Responds to guests' inquiries
• Confirms bookings/reservations
• Communicates and coordinates with another team (admin, cleaners, and maintenance)
• Communicates with guests through call and text
• Email Management
• Involves problem-solving and decision making
• Manages inventory of supplies
2015
-
2021
OLX.ph/Carousell Philippines
(Customer Experience Officer)
• Managing the incoming volume/queues to meet KPIs and taking appropriate actions
• Managing the performance of a team of customer service analytics
• Provide support to drive process improvement by conducting individual coaching and feedback sessions and one-on-ones that focus on improving customer satisfaction, employee communication and technical skills
• Monitor and improve performance of the team in terms of productivity, process adherence, and customer satisfaction
• Managing the team effectively and become a successful coordinator between the assigned team and internal/external customers
• Participate in all front-line activities to maintain enhance knowledge of the product
• Cascade new information, updates and conduct team huddles
• Follow up and resolve escalated concerns to other group/departments
• Leads/Assists/Manages junior team members with their concerns and escalations
• Answering inquiries about products or about the company via email, chat, and social media
• Provides answers to users by identifying problems
• Guiding clients through corrective steps.
• Investigates fraud concerns of the user and coordinates with the anti-fraud team for the necessary actions.
• Maintain and cultivate an effective working relationship with internal and external customers (Excellent Client Management skills).
• Monitor each team member activities and load to ensure there is a proper balance between the talent, knowledge and skills of the team to the size of the activities they are being asked to work (Team Management).
• Doing the service recovery email--take an extra mile to engage customers especially to the irate ones
2013
-
2015
Sulit.com.ph/OLX PH
(Support Officer-Moderation Team)
• Screening and checking the quality of the ads
• Maintain the Moderation Guidelines and ensure they are up to date
• Manage the banned user process, track and remove previously banned users if necessary
2012
-
2013
Sulit.com.ph
(Telesales Officer)
• Contacting potential or existing customers to inform them about a product or service
• Asking questions to understand customer requirements and close sales
• Answering questions about products or the company
My Services
Social Media Management
Social Media Marketing is telling the world you’re a rock star. Content Marketing is showing the world you are one.
Amazon Virtual Assistant
Amazon virtual assistant is someone who works remotely to ensure that your Amazon Seller account is in great shape.
Graphic Design
Graphic design is a craft where professionals create visual content to communicate messages.