I worked as a Call Center Agent at SITEL PH for almost 4 years (office-based) and 3 years as a Freelancer.
As a highly skilled individual with exceptional communication and organizational skills, I am offering the ability to use all software programs required for each task at an expert level possessing the Customer Service and General Virtual Assistant Certification.
Jocelene Tuy
VA Expert, SMM Specialist, & Data Annotation Expert-
joshtuy05@gmail.com
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+63 9661957852
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live:a6094d8731f1218b
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Puerto Princesa 5300
OBJECTIVE
Skills
• Critical thinking and Problem-solving
• Teamwork and Collaboration
• Professionalism and Strong Work Ethics
• Oral and Written Communication Skills
• Leadership Qualities
• Research and Creativity
• Self and Time Management
• Deliver Results
**Open to discovering and enhancing new skills
EDUCATION
2016
Bachelor of Science in Information Technology
Institution: Palawan State University (3rd Year - Second Semester to 4th Year)
Institution: DJEMFCST (1st Year to 3rd Year - First Semester)
• ICT Department President (SY: 2013-2014)
2009
Secondary School
Institution: Leonides S. Virata Memorial School (La Salle Supervised School)Year of Graduation: 2009
Institution: Leonides S. Virata Memorial School (La Salle Supervised School)
WORK EXPERIENCE
Sept 2022 - Dec 2022
Social Media Management (Apprentice)
PROVA PH• Creating and scheduling social media posts
• Engaging with followers and responding to comments and messages
• Analyzing the performance of social media campaigns and generating reports
• Collaborating with other departments to align social media efforts with overall marketing strategies
April 2021 to December 2022 (1 year, 8 months)
CSR | Sales Support | E-commerce VA
OX Tools Canada• Responded to customer inquiries via email and/or phone (Order Entry, Customer Service Inbox, & Returns)
• Answered internal emails (mostly from the warehouse and Sales Representatives)
• Created new and updated cases of the reported order issues
• Monitor backorders and ensure that available items were endorsed to the warehouse for shipment
• Ensure that Promotions, Discounts, and/or Tax were applied to the order
• Assist the Accounts Team in sending out invoices
• Making follow-ups to orders/requests to avoid delays
• Filed Claims for lost and damaged packages
• Send EOD Report by the end of the day to show productivity
February 2020 to November 2022 (2 years, 9 months)
E-commerce Specialist
TH Genesis - Company is divided into 3 stores based on the product's use (ASOX9, Skin Research Institute, Perfect Smile, CRI Naturals)• Processed orders through our website and offered promotions available
• Responded to customer inquiries via email, chat, and/or phone
• Follow-ups to Abandoned Carts by calling customers or sending them an SMS
• Processed replacements for defective products
• Offer retention discounts/freebies for possible order cancellations
• Handled the stores' Amazon Seller Central
o Answering inquiries via chat
o Monitoring inventories
o Adding tracking information to mark the order as fulfilled
o Processing refunds for warranty claims/within moneyback guarantee period
o Monitoring reviews and contacting customers who leave negative feedback to check if there's anything that we can do to turn around their experience
o Upload new products photos and descriptions
August 2018 to March 2020 (1 year, 7 months)
Learning Specialist (Promoted)
Sitel PH• Perform training needs to ensure trainees are fully equipped when they go to operations
• Created training materials: PowerPoint Presentations, Dummy Accounts, Handouts
• Collaborate with Quality Team and management to identify learning gaps
• Schedule meetings for Department Talks (this is for the trainees to meet and greet other departments)
• Outline the calendar with the topics to be discussed every day (Training Planner)
• Created knowledge-based system
• Facilitated nestings (stage of training when you have to apply all that you've learned from your lectures, and that is, to take calls and officially perform the full tasks)
• Reported training progress
• Took supervisor calls
• Made follow-ups/refreshers to ensure that every agent is aligned or calibrated with the product knowledge
February 2018 to August 2018 (6 months)
Customer Support
Sitel PH - Fastway Couriers AU & NZ• Responded to customer inquiries via email, chat, and/or phone
• Tracking of parcels
• Filed investigation for lost parcels to the Claims Department
• Contact drivers for delivery and/or pick-up instructions
• Notify the receiver in case of a delay
May 2016 to February 2018 (1 year, 9 months)
Customer Support
Sitel PH - GDC (Financial Account)• Pull up customer accounts, and assist with account inquiries
• Verify customer information and make sure that you are speaking to the Primary Account holder
• Answered inquiries (purely phone calls)
• Balancing - Debit vs Credit
• Filed investigation for unauthorized transactions, and account discrepancies
• Transferred calls to the right department
• Read transactions and identify when the amount was posted