2018
BS .Psychology
Urdaneta City University
More Info About Me
I am a Virtual Assistant from the Philippines with experience in customer service and contact tracing during the COVID-19 pandemic. Through these roles, I developed valuable skills in communication, organization, and multitasking. I can assist clients with customer support, data entry, online research, and other administrative tasks. Reliable and detail-oriented,I aim to provide efficient support that helps businesses save time and stay productive.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
E-commerce & Dropshipping
Certificates
My Experience and Education
2020
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2022
DILG Caloocan City
(Contact Tracer)
• Conducted interviews and follow-ups with COVID-19 patients and contacts, ensuring accurate documentation.
• Performed demographic screening, contact verification, and symptom checks while maintaining confidentiality.
• Guided patients on self-quarantine protocols and provided health education to reduce transmission risks.
• Maintained case records and reports to support public health decisions, achieving a 95% follow-up success rate.
• Coordinated with local government units (LGUs) and health facilities for patient referrals and monitoring.
• Entered case data into national and local reporting systems for accurate tracking of cases.
• Identified high-risk contacts and escalated cases for immediate medical attention.
• Assisted in community-based surveillance activities to strengthen local response.
• Provided psychological first aid and support to patients and contacts experiencing anxiety.
• Ensured compliance with Department of Health (DOH) protocols and guidelines during case management.
2019
-
2019
Teletech
(Financial Account- Customer Support Representative II)
• Managed account inquiries, billing updates, and payment processing to ensure a smooth customer experience.
• Resolved billing disputes, corrected errors, and provided accurate adjustments, improving customer satisfaction.
• Processed payments, refunds, and account modifications in compliance with company policies and financial regulations.
• Delivered clear and professional explanations of charges, fees, and account statements to customers.
• Assisted customers in understanding payment plans, credit options, and financial obligations.
• Monitored accounts for unusual or fraudulent activity and escalated cases for security verification.
• Supported customers with delinquent accounts by offering repayment arrangements and financial solutions.
• Documented all transactions and customer interactions in the CRM system to maintain accurate records.
• Collaborated with internal departments (collections, fraud, and compliance teams) to resolve complex issues.
• Consistently met and exceeded performance metrics, including accuracy, call handling time, and customer satisfaction scores.
2018
-
2019
Concentrix
(Customer Retention Specialist – SiriusXM (Radio Satellite))
• Handled inbound and outbound calls to retain customers by offering tailored subscription plans and promotions.
• Identified customer concerns regarding cost, service quality, or technical issues and provided effective solutions.
• Offered loyalty discounts, trial extensions, and customized packages to encourage continued subscriptions.
• Educated customers on new features, channels, and exclusive content to increase service value perception.
• Assisted with billing inquiries, account updates, and plan modifications for a seamless customer experience.
• De-escalated calls by actively listening, empathizing, and resolving disputes with professionalism.
• Processed cancellations, refunds, and reactivations while following company policies and compliance standards.
• Monitored churn trends and reported feedback to improve retention strategies and customer satisfaction.
• Consistently met or exceeded monthly retention and customer satisfaction targets.
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.