2020
Bachelor of Science in Business Administration Major in Business Management
Medina College
More Info About Me
Welcome to the digital hub of Norie Gooc, your go-to virtual assistant for all your needs. With a passion for efficiency and a knack for organization, Norie is here to streamline your tasks and elevate your productivity. Whether you're a busy professional, a budding entrepreneur, or simply looking to simplify your daily life, Norie's virtual assistance services are tailored to meet your unique requirements.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
My Experience and Education
2018
-
2024
51talk
(51TALK (ESL TEACHER) with TESOL & TEYL)
• Created daily lesson plans for multi-level kids to adult ESL
classes.
• Stayed knowledgeable and respectful of cultural differences
within the classroom.
• Designed a wide range of virtual educational content,
including presentations, videos, worksheets and activities.
• Created effective teaching strategies for students based on
individuals needs to ensure learning development.
• Prepared lessons on a variety of English topics, including
reading, writing and speaking.
• Skillfully tailored teaching style in accordance with students'
needs and language understanding.
• Ensured lessons were enjoyable for students by asking for
feedback after lessons and gathering information on lesson
preferences.
• Evaluated students' comprehension of lessons through relevant
test questions.
• Planned lessons with dynamic discussions and exercises to
promote engagement.
• Set clear targets for students' learning, building on prior learning
and advising on students’ expectations
• Used varied teaching methods to foster and stimulate
enthusiasm for learning and maintain motivation.
2012
-
2016
Teleperformance Philippines
(Executive Operations (Travel Agent Tier 2))
(TEAM LEAD)
• Led staff meetings to delegate tasks, assign workloads and
communicate changing priorities.
• Maintained excellent employee relationships by cultivating
a supportive, positive and helpful working environment.
• Closely monitored team performance by conducting
observations and tracking key metrics, identifying and
managing underachievers appropriately.
• Served as customer service team lead, enforcing company
policies, answering co-workers' questions and training new
staff.
• Resolved complex customer enquiries, disputes and
complaints.
• Delivered quality service with friendly and professional
demeanor.
• Inspired teams to achieve or exceed goals through regular
motivation, implementing loyalty incentives and facilitating
team-building activities.
• Tactfully handled complaints from staff, management and
clients using excellent problem-solving and dispute resolution
skills.
• Offered constructive feedback to employees in response to
quality assurance measures.
• Evaluated team performance and provided constructive
feedback to improve daily goal achievement.
• Assisted with team recruitment, interviewing and onboarding.
• Investigated issues impacting organizational operations and
service delivery to understand root causes, prepare detailed
reports and recommend corrective actions.
(Executive Operations)
• Coached and trained team members.
• Streamlined operations to consistently deliver on targets.
• Fostered positive relationships with customers to maximize
satisfaction, retention, and experience.
• Trained employees on optimal processes and use of
equipment to boosting department productivity.
• Developed and shared best practices across the company to
align with objectives and quality standards.
• Oversaw employee recognition program to encourage
professional development and high performance.
• Reserved plane tickets, booked, change and cancel
accommodations, and rental transportation to
accommodate the needs of customers.
• Worked with the Expedia platform to investigate travel options
and plan organized trips.
• Processed customer transactions through GDS SYSTEM
(AMADEUS/SABRE) and provided documentation, booking
confirmations, and receipts.
2022
-
2024
ProVA
(Executive Virtual AssistantOperations Manager)
Skills:
• Graphic Design
• Canva
• Adobe Photoshop
• Organizational Skills
• Great Communication
Abilities
• Blog Post Uploading & Editing
• Basic Budgeting and Finance
• Microsoft Office & Google
Drive Apps
• Project Management System
• Website Design
• Social Media Marketing
• WIX
1. Administrative Support: From email management to calendar organization, Ensures the administrative tasks are handled with precision.
2. Research Assistance: In-depth research on a specific topic. Dives into the digital realm to gather relevant information for your projects.
3. Content Creation: Writing engaging blog posts or crafting compelling social media content.
4. Task Automation: leverage automation tools to streamline the company's workflow and save time.
5. Customer Support: Providing top-notch customer service. Interacts with clients professionally and promptly to enhance their experience.
2012
-
2012
Customer Benefit Services
(Sales Agent)
• Kept within company communication guidelines by following
scripts during customer conversions.
• Proactively cold-called leads to establish new relationships,
promote services, and increase sales.
• Maintained excellent customer satisfaction by offering friendly,
helpful, and informative customer support over the phone.
• Provided extensive knowledge to customers regarding product
range, availability, and price when requested.
• Processed customer transactions including payments,
exchanges, and refunds during phone conversations.
• Dealt with complex customer complaints professionally and
politely, providing smart solutions to maintain excellent
customer service.
• Increased customer satisfaction by offering friendly, helpful
and informative customer service.
• Made high volume of sales calls per day exceeding company
outbound call targets.
• Maintained detailed product knowledge to competently and
expertly advise customers.
• Applied correct hold and transfer procedures, consistently
keeping call times within the timeframe target.
• Handled and quickly resolved customer issues regarding
product sales and customer service problems.
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.