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Bachelor of Science in Nursing
Our Lady of Fatima University
More Info About Me
I used to work in the BPO industry for 11 years before deciding to devote my time to becoming a stay-at-home mom and a freelancer. I started as a Technical Support Representative, worked my way up, and became a Team Leader. I have worked in various roles over the years and developed my customer service and administrative skills. I am hard-working, and resilient, and I can deal with difficult scenarios when necessary. I would also describe myself as a quick learner, resourceful, self-assured, and capable of working independently.
My Skills and Competencies
Customer Service
Social Media Management
Data Entry
Online Bookkeeper
Certificates
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My Experience and Education
2019
-
2021
Freelance
(General Virtual Assistant)
• Updating the database by adding fresh and accurate customer and account data.
• Research and collect data.
• Keep a thorough delivery calendar to coordinate appointments and schedules.
• Scrubbing, extracting, and inputting data.
• Manage filing systems, update records, and organize documentation
2019
-
2020
MIS (My Internet Support)
(Technical Support Associate)
• Effective handling of chats, and inbound and outbound calls.
• Provide excellent customer service using an email platform to support business growth.
• Managed complex issues and worked very closely with clients to guarantee that all inconsistencies were
promptly addressed.
• Setting up a home Wi-Fi connection
• Setting up accounts and processing payments
• Creating Trouble Tickets.
2017
-
2018
Teletech
(Team Leader)
• Overseeing all activities within a team.
• Provide encouragement to team members.
• Conducting one-on-one coaching sessions and monitoring team members’ performance.
• Communicating team goals, and determining areas of opportunity and the appropriate steps to improve them.
• Setting strategy and monitoring progress towards goals.
• Delegates tasks to team members.
• Provide quality customer service/technical support, including interacting with customers, answering customer inquiries, and effectively handling customer complaints and commendations.
• Conducting up-skill training to team members.
• Assists management with hiring processes and new team member training.
• Review Fraudulent cases/incidents and provides resolution.
2013
-
2017
Teletech
(Broadband Helpdesk Lead Associate)
• Helps in managing the queue of the program by giving support to the agent/representative in providing quality
customer service.
• Sending hourly and daily reports to clients.
• Handles Supervisor escalations and provides resolution to the complaint.
• Acting team leader in the absence of the Supervisor.
• Conducting training to up-skill agents for new processes.
My Services
Customer Service
Providing quality customer experience to the end caller and giving resolution to their concerns.
Data Entry
Gather data promptly to ensure the business’ databases are current to accurately reflect its developments, updates, and