2000
Bachelor of Science in Commerce
University of Mindanao Davao City
REVA| Customer Service Specialist | Quality Assurance Representative | GVA | Bookkeeping
Years of experience in both outbound and inbound customer service. If you are looking for someone who is a team player, has resilience, flexibility, and reliability. Overall, my goal is to ensure that the client receives effective service and satisfaction as a result of my experience and success in identifying gaps and expertise.
My Skills and Competencies
General Virtual Assistant
Real Estate VA
Data Entry
Content Creator
Customer Service Specialist
Quality Assurance Service Specialist
Certificates
My Experience and Education
2018
-
2023
Alorica Philippines, Inc.
(Team Manager)
• Maintain a good leadership presence at all times while supervising both direct and indirect reports to guarantee adequate floor coverage.
• Delivers customer satisfaction, company results, and employee satisfaction to guarantee that agent and client goals are met.
• Proper call handling of the reservation communication and follow-up on any complaints, special requests and relocation assistance.
• Make sure front-line agents are trained on how to handle client concerns and verify hotel availability.
• Help and alerting management and other business partners regarding customer issues.
• Proactively assist customers with escalating inquiries and/or difficult situations that result from a number of sources.
2012
-
2018
Alorica Philippines, Inc.
(Quality Assurance Representative)
• Use standardized call and transaction monitoring to assess, record, and report the effectiveness of agent-customer interactions.
• Takes part in internal and external calibrations to make sure that the customer needs are understood throughout.
• Provides feedback to call center team leaders and managers.
• Makes internal and external quality reports and analyzes them for management staff evaluation.
2008
-
2012
Advanced Contact Solutions
(Reservation desk, Netdesk Support and Escalation desk specialist)
• Extensive work and training experiences in reservation booking, reissues and exchanges, using sales pitches, and customer complaints.
• To minimize technical issues, walk the customers through the steps of making an online reservation and educate them on the benefits of the company’s products and services.
• Track customer issues and address their complaints over the phone, via email or on social media
• Handle complaints, offer proper solution and alternatives within the specified time frames, and follow up to ensure resolution.
My Services
General Virtual Assistant
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.
Real Estate VA
Assisting sellers and buyers in marketing and purchasing property for the right price under the best terms
Customer Service Specialist
Specialists in customer service handle issues with products and services as well as complaints.
Quality Assurance Specialist
Coach agents and monitor service and sales calls to assess employee attitudes, technical accuracy, sales performance.