2009
Bachelor of Science in Nursing
Far Eastern University
More Info About Me
I am a hardworking and self-motivated virtual assistant.
I am passionate in learning new things, upgrading my skills, and doing continuous training and upskilling to deal with any kind of consumers.
I am always interested in making long term professional relationships with my clients to ensure that every project become successful.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2019
-
2022
Telstra
(Complex Complaints Resolution Specialist)
• Handles distribution of complaints cases to teams of case managers.
• Ensure complaints are properly queued to their relevant Business Units by
• reviewing the cases with
• misaligned tagging
• Coordinate with the management and recommend actions to address any
• volume spike
• Keep track of the weekly, monthly, and yearly distributed cases for reporting
• and forecasting
• Generate insights to address identified opportunities relating to people,
• process and system.
2017
-
2019
Telstra
(Complaints Manager)
• Case management of at least 30 complaints monthly, that have escalated to
• Level 1 TIO
• (Telecommunications Industry Ombudsman)
• Contacted small to medium business owners based on their preferred
• method (i.e., Email, Call) to
• resolve billing issues related to their telecommunication accounts.
• Investigated and analysed each business accounts to cover and resolve all
• issues the first time
• Coordinated to different business units in order to provide appropriate and
• timely resolution
• Ensured that the required monthly metrics are met and exceeded
2017
-
2017
Telstra
(Consumer Insights Specialist)
• Evaluate calls and provide insights and recommendations
• Ensure accuracy and consistency of data analysed
• Page 1 of 4
• Lead a project of targeted analytics to improve customer experience and
• drive operational KPIs
• Manage workload to ensure deadlines are met and targeted call evaluation
• volumes are achieved
• Participate in brainstorming sessions
• Participate in team meetings as needed
My Services
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.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.