2012
BSIT
Philippine Christian University
Your Digital Sidekick: Making Every Task Easier
Hey there! I'm Mythzkie Jane F. Geronimo, and let me tell you, my journey so far has been nothing short of exhilarating! With over 11 years in the customer service arena, I've mastered the art of communication across emails, chats, and phones, all while ensuring top-notch problem-solving skills that keep customers happy and loyal.
But wait, there's more to my story! I'm not just about customer service wizardry—I'm also a passionate organizer and note-taker extraordinaire. Keeping things shipshape and documenting important details? That's my forte. Whether it's juggling multiple tasks or diving deep into self-study to sharpen my skills, I'm always ready to roll up my sleeves and get things done.
As I venture into the role of Multimedia Manager and data entry extraordinaire, my diverse experiences will undoubtedly shine. From crafting compelling multimedia content to meticulously managing data, I bring a zest for organization and a knack for creativity that promises to elevate any project.
Let's embark on this exciting journey together, where my passion for excellence and boundless energy will make every multimedia project and data entry task a joyful and thrilling adventure. Let's create something extraordinary together!
My Skills and Competencies
Social Media Management
Graphic Designing
Data Entry / Web Researcher
General Virtual Assistant
Administrative Support
Communication Skills
Certificates
My Experience and Education
2022
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2023
Telus International Philippines Inc.
(Operations Analyst II (Resolution Specialist))
- Handle escalated phone calls, emails, and chat inquiries, provide backup support, and oversee queue management.
- Conduct coaching sessions with SMART action plans while also inquiring about team members' work or peer challenges.
- Audit team members' emails, chats, and phone calls to assess their performance and identify areas for improvement.
- Create Google Docs guides and wiki articles for various billing processes.
- Collect and evaluate team members' daily, weekly, monthly, and yearly performance.
- Report the team standings, new processes, and any issues encountered to the client weekly.
Create monthly quizzes to assess team members' understanding of current processes and issues.
- Hold team huddles to ensure that all procedures are clear and understandable.
- Responsible for promptly reporting downtime and coordinating with management, clients, and IT personnel to ensure swift resolution.
- Contact clients from other teams for information on new processes or escalations.
2017
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2021
Telus International Philippines Inc.
(Queue Manager)
- Prioritize and assign older or urgent cases for efficient handling and timely resolution.
- Also acts as Customer Service Associate
- Identify, document, and communicate any new or significant issues, challenges, or concerns to leadership for review and action.
- Act as an officer-in-charge when the Operations Analyst II and team captain are not around.
- Collaborate with other teams to drive sales, amplify promotions, and orchestrate successful events.
2012
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2017
Telus International Philippines Inc.
(Customer Service Associate)
- Engage with customers through email, chat, and phone to handle billing inquiries, concerns, and requests for ZyngaGames.
- Respond to customers' billing inquiries by understanding the issue and reviewing past inquiries and responses.
- Accurately record and document all relevant details of the actions taken.
- Perform customer verification to ensure the security and accuracy of customer information.
- Direct any requests or unresolved issues to the designated resource for proper handling and resolution.
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.
General Virtual Assistant
Providing administrative support, project management, and other tasks remotely.
Graphic Designing/Video Editing
Create eye-catching images, logos, and layouts with design software for different print and digital mediums.
Administrative Support
Managing emails, scheduling appointments, organizing calendars, data entry and file organization.