A diligent and adaptable virtual assistant with a solid foundation in customer service. While I may be new to the virtual assistant role, my extensive background in customer service has equipped me with invaluable skills in communication, problem-solving, and client satisfaction.
Gladys Munar
Professional Virtual Assistant-
+639771449989
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munargladys04@gmail.com
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Mabalacat City, Philippines
About
Skills and Expertise
Customer Service Excellence: With a proven track record of delivering exceptional service, I prioritize understanding and meeting the needs of clients promptly and courteously.
Effective Communication: Whether it's through email correspondence, phone calls, or live chat, I excel in clear and concise communication to ensure smooth and efficient interactions.
Organizational Proficiency: From managing schedules to prioritizing tasks, I am adept at keeping things organized and on track, maximizing productivity and minimizing errors.
Adaptability and Quick Learning: I thrive in dynamic environments and am quick to grasp new concepts and technologies, allowing me to adapt seamlessly to evolving tasks and requirements.
Attention to Detail: Meticulousness is my hallmark. I pay close attention to details to ensure accuracy and quality in all aspects of my work.
Education History
2004 - 2007
Virgen Milagrosa University Foundation
Bachelor of Science in NursingWork Experience
2007 – 2008
| Bayambang District Hospital
Volunteer NurseProvided patient care and treatment on a busy
general care ward. Evaluated to create plan-of-care. Helped with patient mobility, increasing a lower
rate of bedsores in patients.
2008 - 2009
IQOR
Collections Agent for Capital One Auto FinanceAs a collections agent, I am responsible for contacting customers with overdue accounts and facilitating the collection of outstanding debts. I utilize various communication channels to reach out to debtors, negotiate payment plans, and resolve any issues preventing timely payments to recover outstanding balances while maintaining positive relationships with customers.
2009 - 2010
Sutherland Global Services
Customer Service Representative for Target.comPrimary point of contact for customers engaging with online shopping. Responsible for addressing customer inquiries, resolving issues, and providing exceptional service to ensure a positive shopping experience.
2010 - 2024
United Parcel Service Int'l Inc.
Customer Service Quality AnalystAs a Customer Service Quality Analyst, I am primary responsible in ensuring that customer interactions meet or exceed the company's quality standards. I am also tasked with evaluating the performance of customer service representatives through various methods such as call monitoring, email reviews, chat evaluations, and customer surveys. I also provide insights and analysis which plays a crucial role in identifying areas for improvement and implementing strategies to enhance the overall customer experience. As a Customer Service Quality Analyst, I am primary responsible in ensuring that customer interactions meet or exceed the company's quality standards. I am also tasked with evaluating the performance of customer service representatives through various methods such as call monitoring, email reviews, chat evaluations, and customer surveys. I also provide insights and analysis which plays a crucial role in identifying areas for improvement and implementing strategies to enhance the overall customer experience. My primary tasks includes Quality Monitoring, Performance Evaluation, Feedback and Coaching, Data Analysis, Customer Feedback Management and Documentation.