2004
Associate in Computer Technology
Lipa City Colleges
More About Me
Hello! My name is Maria Joyna, though you can call me Joy. Over my eight-year tenure in the BPO industry, I have refined a diverse skill set, encompassing communication, customer service, collections, data entry, and scheduling, as well as HR-related tasks like employee regularizations and performance evaluations. Additionally, my expertise extends to recruitment and various other administrative functions.
In my over two years specializing in Facebook Ads (including Boost Post and Meta Business Suite), I've developed a keen aptitude for audience targeting, communication, and conversion optimization. My experience has demonstrated that prompt and effective responses can attract potential customers and drive conversions, and that delivering exceptional customer experiences leads to customer loyalty and repeat business.
My primary strengths lie in my analytical and task-oriented approach. My analytical skills enable me to dissect tasks, devise effective strategies, and optimize outcomes. This ability also aids in my self-improvement, allowing me to identify and enhance my areas for growth. My task-oriented nature ensures that I prioritize and complete tasks based on their urgency and importance, consistently delivering high-quality customer experiences and satisfaction.
As your virtual assistant, I am committed to maintaining high standards of quality and accuracy in my work, driven by a strong sense of integrity. You can trust that I will consistently deliver my best in all tasks assigned to me, ensuring excellence in every aspect of my role.
Top Skills
Empower, Enhance, Execute.
Graphic Designer
Data Entry
Facebook Ads Specialist
Social Media Management
Video Editing
Customer Service
Certificates
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Professional Journey
"It's not the job you do, it's how you do the job." - Anonymous
2020
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2023
All Things Bright and Beautiful| J&J Prints and Design| J3ayr Prints and Designs (Facebook Pages)
(Facebook Ad Specialist| Customer Service)
• Create visually appealing posts about the product and strategically boost these posts through targeted advertising campaigns.
• Manage content creation and scheduling on Meta platforms.
• Ensure timely responses to inquiries in direct messages and comments to effectively generate leads and drive conversions.
• Record keeping of the right orders and submitting them to production team.
• Processing of Orders transactions into the system.
• Answering queries about orders.
• Handle customer concers, complaints and resolve issue.
2013
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2017
Genpact Services LLC
(HR Specialist| Data Entry (Management Trainee))
• Create performance improvement plan and ensure follow throughs
• Ensure basic discipline through prompt coaching, counseling and issuance of corrective action plan
• Facilitate in employee engagement activities (incentive plans, recognitions, pulse sessions, regularization and yearly performance appraisal)
• Monitor metrics and update focus strategies based on results
• Cascade process updates and maintain a central SharePoint system
• Create and maintain reports (bihourly, daily, weekly, etc.)
• Manage team’s time card and proper entry of overtime hours in the system
• Talk and properly engage with customers to de-escalate and help them resolve their concerns.
• Conduct regular call monitoring and coaching
2009
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2013
Genpact Services LLC
(Data Entry| Collections|Customer Service (Process Associate, Process Developer))
• Conduct inbound and outbound collection calls targeting customers with auto loans that are 1 to 2 payments overdue.
• Engage in the collection process, negotiate payment terms, and present alternative options to customers to facilitate account regularisation.
• Data entry- accurately record and update customer interactions, enter data into Salesforce CRM for extension processing, accurately enter credit card or bank details when processing payments for customers
• Using the 1- call resolution strategy, provide solutions for customers issues, concerns and complaints about their account and past dues.
2004
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2006
Broadway Gems (Kalin Inc)
(Customer Service/Sales Representative)
• Engage in direct, face-to-face interactions with customers in the store, actively inquire about their needs, provide detailed information on the key features of products, and assist in comparing items to ensure customers make well-informed purchasing decisions.
Top Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Input data into the system or database. Conduct comprehensive research to gather information on a wide range of topics.
Facebook Ads Specialist
Expert in audience targeting. Create and implement advertising strategies tailored to your business goals.
Customer Service
Expert in responding to inquiries. Resolve customer issues, ensuring customers are provided with great experience.