2007
Bachelor of Science in Business Management
University of Perpetual Help System, Laguna
Count on me: Your Trusted Virtual Assistant
Hi! I’m Joy, I took up Bachelor of Science major in Business Management. I am a dedicated and hardworking individual, always striving to give my best in everything I do.
I have worked in the BPO industry for more than 8 years, which trained me to have a better mindset on all things. I decided to change my career, to focus on my passion which is being a social media manager, and a Virtual Assistant that can work independently. I am keen on details and a goal-oriented person who commits to having a meticulous approach to my work and making sure that any output before completion will be of premium quality. I have the initiative to perform tasks that I consider helpful to the business and to be able to suggest improvements and innovations along the way.
I value integrity, honesty, and responsibility, which I believe are the essence of being - not only as a Virtual Assistant but as a person.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Customer Service
Facebook Ads Management
Certificates
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My Experience and Education
2023
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2023
RareJob Ph
(ESL Tutor)
• Conducting activities and lessons based on ESL teaching methodologies.
• Encouraging and engaging students to speak in English.
• Motivating students and using humor to induce a pleasant learning environment.
• Maximizing students’ talk time through oral tests and presentations.
• Displaying excellent classroom management.
• Keeping accurate records of student performance.
• Maintaining standardized guidelines.
2022
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2022
Google Operations Center
(Digital Media Senior Associate)
• Provide excellent customer service by answering questions and resolving issues.
• Maintain a positive and professional attitude toward customers.
• Provide support across a variety of platforms, including chat, live email, instant messaging, and phone.
• Work on external (client/advertiser facing) products like Adwords (Search advertising and Display advertising) and analytics (web analytics to measure Pay Per Click Return on Investment) providing support to client employees and Advertisers/clients directly on campaign performance-related issues.
• Ensure ad products are working and our customers optimize them to deliver desired results.
• Provide prompt and efficient service to customers and account managers; escalate issues when necessary.
• Liaise with other departments and teams to resolve customer issues and questions.
• Seek solutions through logical reasoning and data interpretation and identify trends to appropriate channels, including improvement suggestions.
• Maintain acceptable performance metrics, including quality, productivity, first contact resolution, and attendance.
2021
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2022
Concentrix
(Customer Service Representative)
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’).
• Clarify customer requirements; probe for understanding, and use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunities to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document, and retrieve information in the call tracking database.
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
2020
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2021
Conduit Global
(Quality Analyst)
• Support activities include assessment activities related to the Quality Program, identification of risks and recommendations, and conducting in-depth quality analysis.
• Lead/participate in the maintenance of standard processes and new process releases and provide coaching for institutionalizing them.
• Conduct Root Cause Analysis for problem contracts.
• Available to be leveraged as a resource (if available capacity) for Project/Program Management mobilization.
• Manage and participate in special projects as requested by Leadership.
• Manage Quality Assurance pool including certifications, re-certifications, and the assignment process.
• Driving reporting and analytics requirements for Quality Assurance management.
• Participate in program development and continuous improvement initiatives.
• Provide clear governance on quality tasks relative to insights generation and innovation.
• Conduct bi-weekly calibration to improve site performance and analyze variants with operations.
2019
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2020
Conduit Global
(Customer Care Representative)
• Assist customers with their account issues such as plan changes, monthly bills,s and features added to their account.
• Troubleshoot service issues like being unable to make calls, text, and data issues.
• Evaluate the customer's account and make sure that they get the benefits that we can offer.
• Be updated with other products and services that we offer to provide customers with options.
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Knowing our products inside and out so that you can answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Ensure customer satisfaction and provide professional customer support.
• Troubleshoot service issues like being unable to make calls, text, and data issues.
2018
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2019
Learn to Trade
(Social Media Executive)
• Develops engaging, creative, innovative content posts, which enlighten audiences and promote campaign and brand focus messages.
• Coordinate and post communications on company social media platforms.
• Demonstrates first-class community management skills and facilitates interaction with users.
• Maintain, improve and proactively engage with customers.
• Stay up to date with the internet culture, analyzing the latest trend.
• Promoting products, services, and content over social media, in a way that is consistent with an organization's brand and social media strategy.
• Scheduling social media posts using applications needed to boost and promote content.
• Interacting with customers and dealing with customers’ inquiries.
• Keeping track of data and analyzing the performance of social media campaigns.
• Collaborating with colleagues from across marketing departments to ensure branding is consistent.
2018
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2018
TaskUs
(Teammate)
• Manage and take ownership of the resolution process for all customer-related issues.
• Troubleshoot and deliver service to customers via email support.
• Answer questions and suggest solutions in relation to products and services.
• Escalate unresolved problems in accordance with established policies.
2016
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2018
Concentrix
(Subject Matter Expert)
• Able to effectively collaborate to maintain cooperative work relationships with the team, team captain, managers, and management.
• Organization Skills and time management skills - can work with less supervision and still be able to deliver results in a timely manner.
• Facilitate performance planning, reviews, and development plans for all team members.
• Assist the team captain in providing coaching and feedback to team members at least once per agent on a weekly basis.
• Organize and facilitate team meetings and training to provide effective communication to, from, and within the team.
• Review QA evaluations and provide feedback to agents based on these evaluations. Also, provide feedback to QA for any discrepancies noticed.
• Develops all agents' skills assessment, call monitoring, coaching, feedback, and role modeling, both for current positions and future careers.
• Ensure efficient and effective dissemination of information and communication to team members.
2014
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2016
Concentrix
(Customer Service Representative)
• Attend both inbound and outbound telephone calls in accordance with standard operating procedures.
• Developing and maintaining accurate files and ensuring customer requests are handled in an appropriate and timely manner.
• Manage channels for Google products, especially Google Play Store about ongoing updates about the products and services in the company to engage customers.
• Resolve queries of the customer by encoding the standard replies over the phone within the assigned turnaround time.
2011
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2011
SPI Global
(Advance Customer Service Representative)
• Manage account information of customers over the phone.
• Resolve complaints by verifying problems and explaining the best resolution.
• Assisting customers with concerns regarding their accounts, recommending potential products or services to management by collecting customer information and analyzing customer needs.
• Evaluate and analyze issues faced by the customer and provide troubleshooting steps and the best resolution.
2008
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2009
Teletech
(Customer Service Representative)
• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Troubleshoot and resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
• Contributes to team effort by accomplishing related results as needed.
My Services
Customer Service
Resolving issues, assisting and ensuring a positive and satisfactory experience.
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.