Glaiza Joyce Marie Merced

Professional Virtual Assistant
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Contact Information
  • +639391852579
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  • glaizamerced1012@gmail.com
    •
  • Davao City, Philippines
    •
Education

Vocational Course: SMAW NCII ( Endonela Institute of Technology Foundation, Inc Tagum Branch) - ( 2012 – 2013 )
Skills

Orthodontics Admin Assistance

Data Entry

Customer Service

Product Training
References

Chrizel Ann Ragas
Doctor Database Researcher | Vision Path Inc.
+ 63920 271 5340

Marie Cherry Joyce Amahan
Technical Analyst | Five9 Philippines
+63907 734 9428

Teddy S. Bañas Jr.
Training and Quality Manager
training@virtualworkmate.com.au
+63919 288 2157
About me

I am dedicated to upholding high standards and communicating well with customers and employees. I perform best in situations with short deadlines and a lot of change, and I'm known for swiftly picking up new skills and producing outcomes. I have extensive knowledge in all areas of customer service starting with English and writing skills. Given those experiences, I can help manage inbound or outbound calls, emails, and live messaging platforms. I am careful when entering data and skilled at spotting and fixing mistakes. I also have excellent time management abilities, which helps me finish work on schedule. Well-organized and capable of handling numerous duties at once, including monitoring patient information, processing insurance claims, and organizing appointments. I have a strong desire to continue developing my professional skills in addition to my effective working style and solid work ethic. I have faith in my capacity to adhere to directions and consistently produce excellent work.
Work Experience
2023-2024

Vision Path Inc. (CUSTOMER SERVICE REPRESENTATIVE) - Phone, Email, Live Messaging Support
As the dedicated Customer Service Representative for contact lens products, I am the main contact for customers seeking assistance with their contact lens-related inquiries through phone, email, and chat platforms. My primary responsibility will be to deliver outstanding customer service by addressing their concerns, resolving queries, and guaranteeing their complete satisfaction with our products and services. Additionally, I demonstrate empathy and patience when addressing customer concerns or complaints, handling them with professionalism and composure to retain their loyalty and ensure they continue their subscription to our platform.
2022 - 2023

FAIRTRADE OUTSOURCING, INC. (PRODUCT TRAINER)
In my role as a Product Trainer, I successfully trained Customer Service Representatives (CSRs) to effectively assist test-takers and maintain Academic Integrity during the proctoring process. I played a key role in planning tasks and workflows for teams, enabling us to achieve our goals and meet critical deadlines. To facilitate data reporting and ensure accuracy, I created spreadsheets using Microsoft Excel, which allowed me to generate comprehensive written reports on work progress for supervisors. My expertise in these areas enabled the organization to operate efficiently and achieve optimal outcomes.
2020-2022

FAIRTRADE OUTSOURCING, INC. (CUSTOMER SERVICE REPRESENTATIVE)
As a Test-Taker Assistant, I have a proven track record of maintaining Academic Integrity during the proctoring process while providing exceptional customer service. I am skilled at completing multiple proctoring tasks simultaneously without sacrificing efficiency or the quality of service provided. Additionally, I possess basic troubleshooting skills and can resolve common issues before transferring a test-taker to a technician. Doing so, I help to maintain continuity of service, ensuring that test-takers receive prompt and effective assistance.
2016 - 2020

ANNABELLE YEE-BARBON DENTAL CLINIC (DENTAL ASSISTANT/SECRETARY)
In this role, I was responsible for ensuring that all instruments were thoroughly cleaned and sterilized before use and that treatment rooms were prepared to accommodate a variety of procedures. In addition, I performed reception duties such as scheduling appointments, explaining patient charges, and monitoring daily schedules to efficiently manage appointment times, including handling cancellations and no-shows. Finally, I made sure that patients felt welcomed and comfortable in the treatment rooms, taking special care of those who may have been nervous or anxious.
Certificate

General Virtual Assistance Training
Conversational English Program
Mental Health Awareness Week
Customer Service Training Program
Computer Up Level Skills