2018
Bachelor of Science in Business Administration
Silliman University
More Info About Me
My name is Carmella Grace Katada, with 3 years of experience in the BPO world. I have worked with ECE Contact Centers and had a tenure of 2 years. I have also worked on several Projects under several LOBs ranging from inbound/outbound calls, email support and chat support. While employed full-time with ECE, I also worked part-time at Grandeur Driving School and as a part time virtual assistant for a short period. Prior to that, I worked as an English Online Teacher in Bibo.com for 3 years
My Skills and Competencies
Customer Service Support
General Admin Assistant
Executive Assistant
Data Research
Lead Generation
Social Media Management
Graphic Designer
Chat/Email Support
Certificates
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My Experience and Education
June 2019
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Present
Freelancer
(General Admin/Executive Virtual Assistant)
•Email management: Monitoring, responding to and organizing emails on behalf of the client.
•Scheduling: Coordinating appointments, meetings, and managing the client's calendar.
•Travel arrangements: Booking flights, hotels, and rental cars for the client's business trips or vacations.
•Research: Conducting online research and presenting findings in a clear and concise manner.
•Data entry: Accurately inputting and updating data into spreadsheets or databases.
•Social media management: Creating and scheduling social media posts and managing online presence. Responding to the customer's inbox messages and comments through different social media platforms (Instagram, Facebook, Tiktok)
•Customer service: Responding to customer inquiries, processing orders and refunds, and handling complaints.
•Bookkeeping: Preparing invoices, reconciling remitances, and tracking expenses.
•Transcription: Transcribing audio or video recordings into text documents.
•Administrative tasks: Assisting with tasks such as filing, printing, scanning, and organizing documents.
February 2019
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February 2022
ECE Contact Center
(Chat Support Agent)
• Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction
• Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution
• Route technical queries to designated channels for proper resolution of service and equipment issues
●Chat Support Specialist
●Email Support Specialist
●Tracking and creating shipments
●Generating and creating reports
●Chat Sales Representative
●Back office/Data Entry
●Well-trained with Zendesk and Customer chat and email tools
●Slack
●Business to Consumer
April 2016
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February 2019
Bibo.com.ph
(Online English Teacher)
• Quickly establishing rapport and adapting to student's needs
• Corrects mistakes in a kind manner to help the student continue to feel comfortable speaking.
• Using an online classroom platform for communication with them students
• Writing teacher notes to summarize the lesson and further motivate the student
July 2018
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January 2019
PMFTC
(Brand Ambassadress)
• Educate customers on product and service offerings.
• Interviewed individuals through consumer engagements to collect and record product preferences and feedback using handheld data capture devices
• Demonstrated enthusiastic public relations working at different venues and working with different coworker every event
December 2015
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March 2016
SPi Global – 1800Flowers
(Call Center Representative)
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
My Services
Customer Service Representative
Act as an ambassador for the company, ensuring that the client experience is a positive one.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.