Hey I am Rissa Joy

About Me

I am deeply committed to my professional development and always strive to give my best effort every day I am at work. My motivation to work for this company stems from my eagerness to continuously expand my knowledge and experience. While I bring many years of experience to the table, I recognize that there is always something new to learn. I take pride in my work, approach each task with careful attention, and am dedicated to growing both professionally and personally through every opportunity.

Rissa Joy R. Ricafrente
Caloocan City, Philippines
rissajoyricafrente@gmail.com
Freelancer
Check my CV View Work Hire Me

Virtual Assistant

Customer Service
Book Keeping
Social Media Management
Graphic Designer
Data Entry
Content Creator
Social Media Manager
Facebook Ads Manager

Certificates

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2010
BS Accountancy

Pasig Catholic College

2004
BS Nursing

2006
Food and Beverage Technology

2017
Shielded Arc Welding

2022 - 2024
TTEC Philippines Inc.
(Customer Service Representative)

● Industry: Business Process Outsourcing (BPO) – Food Delivery Services
● Account Type: Customer Support, Order Management, and Logistics
Coordination
● Offshore Clients: U.S., Canada, Europe, Australia, and other international markets
Daily Tasks
○ Handle inbound and outbound calls, chat, and emails
○ Assist customers with order placement, modifications, and cancellations
○ Resolve complaints (missing items, wrong orders, late deliveries)
○ Track orders in real-time and update customers on status
○ Communicate with restaurants and delivery partners for order
fulfillment
○ Monitor escalations and ensure timely resolutions
○ Assist riders/drivers with navigation and order pickup/drop-off issues
○ Process delivery delays, reroutes, and payment concerns
Key Metrics / KPIs
● First Call Resolution (FCR) – % of issues resolved on the first contact
● Average Handling Time (AHT) – Time spent per interaction
● Customer Satisfaction Score (CSAT) – Customer ratings and feedback
● Quality Assurance (QA) Score
Tools / CRMs Used
● Customer Support & Ticketing Systems:
○ Salesforce & Avaya
● Order Management Systems:
○ DoorDash

2023 - Present
ProVA PHILIPPINES & MathHelpAsap Online Tutoring
(Social Media Manager)

○ E-commerce, fashion, online tutoring, real estate, etc.
○ Local and/or offshore clients (small businesses, entrepreneurs,
corporations).
● Scope of Work:
○ Managing social media accounts (Facebook, Instagram, LinkedIn,
Twitter, TikTok).
○ Creating and scheduling content.
○ Engaging with followers and responding to comments/messages.
○ Running social media ad campaigns.
○ Analyzing performance metrics (engagement, reach, conversions).
○ Reporting insights and strategy adjustments.
● Tools/CRMs Used:
○ Meta Business Suite, Google Analytics
○ Canva, Adobe Photoshop, CapCut
○ Trello, Notion (for project management)
Freelance Website Developer
● Type of Account/Nature of Industry:
○ E-commerce, corporate websites, personal portfolios, blogs
○ Local and offshore clients (businesses, entrepreneurs, agencies).
● Scope of Work:
○ Designing and developing websites using Wix, Shopify, or custom
coding.
○ Ensuring website responsiveness and optimization.
○ Integrating plugins, APIs, and payment gateways.
○ SEO optimization and performance tracking.
● Tools/CRMs Used:
○ Shopify, Webflow, Wix.
○ HTML, CSS
○ Google Search Console, Google Analytics, SEMrush.
○ Figma, Adobe XD (for design).

2019 - 2022
Concentrix/Convergys Philippines
(Customer Service Representative)

● Customer Service (Inbound/Outbound Call)
● Businesses from the US, Canada, UK, Australia, and Europe
Daily Tasks:
● Handling customer inquiries via phone
● Processing transactions and order management
● Troubleshooting technical issues
Key Metrics (KPIs):
● First Call Resolution (FCR)
● Average Handling Time (AHT)
● Customer Satisfaction Score (CSAT)
● Quality Assurance (QA) Score
Tools / Software
○ Salesforce
○ Avaya

2017 - 2019
Guanco Development Corporation
(Project In Charge & Account Executive)

● The company operates in the construction industry, specializing in
residential, commercial, and infrastructure projects. It provides services
such as project management, design and build, general contracting,
and construction material supply.
● Local Clients: Real estate developers, government agencies,
businesses, and individual homeowners seeking construction services
within the country.
● Offshore Clients: International investors, expatriates, or foreign
companies outsourcing construction projects or material procurement.
As a Project In-Charge:
Daily Tasks:
● Oversee on-site operations, ensuring project timelines and safety
regulations are met.
● Coordinate with engineers, subcontractors, and suppliers to ensure
material availability and smooth workflow.
● Conduct site inspections, quality control checks, and risk assessments.
● Prepare daily progress reports and address issues affecting project
execution.
● Ensure compliance with local building codes and permit requirements.
Objectives & KPIs:
● Project completion rate – Ensure projects meet deadlines with
minimal delays.
● Quality control metrics – Maintain high standards in construction
quality and safety.
● Budget adherence – Keep costs within approved estimates.
● Workforce efficiency – Optimize manpower allocation and
productivity.
As an Account Executive:
Daily Tasks:
● Manage client relationships, addressing their project needs and
concerns.
● Prepare and present project proposals, quotations, and contracts.
● Collaborate with internal teams (engineering, procurement, finance) to
ensure project alignment.
● Track project progress and update clients regularly.
● Generate sales leads and negotiate contracts to secure new projects.
Objectives:
● Sales revenue targets – Meet or exceed monthly/quarterly sales goals.
● Contract conversion rate – Successfully close deals from initial
inquiries.
● Retention rate – Maintain long-term relationships with existing clients.

2019 - 2019
Sutherland Global Services
(Customer Service Representative)

● Customer Service (Inbound/Outbound Calls)
● Ecommerce Businesses from the US, Canada, UK, Australia, and
Europe
Daily Tasks:
● Handling customer inquiries via phone
● Processing transactions and order management
● Troubleshooting technical issues
Key Metrics (KPIs):
● First Call Resolution (FCR)
● Average Handling Time (AHT)
● Customer Satisfaction Score (CSAT)
● Quality Assurance (QA) Score
Tools / Software
○ Avaya

2013 - 2017
EastVantage Business Solutions Inc.
(PayPal Analyst/Data Entry - SME)

● Business Process Outsourcing (BPO) – Financial Services
● Specialized in Payment Processing & Fraud Prevention
● Offshore Clients: Large financial institutions, online payment gateways,
e-commerce platforms
Daily Tasks:
1. Paypal Analyst
○ Monitor transactions for potential fraud or chargebacks
○ Investigate suspicious activities based on risk rules
○ Process disputes and claims
○ Ensure compliance with financial regulations
○ Assist customers in resolving payment-related issues
2. Data Entry Specialist
○ Input, verify, and manage financial records
○ Update customer information and transaction details
○ Maintain accuracy and efficiency in financial reports
○ Generate reports for internal and external stakeholders
Metrics/KPIs:
● Accuracy Rate: 98%+ in data entry and transaction processing
● Transaction Review Speed: Process at least 50 transactions per hour
● Fraud Detection Rate: Reduce chargebacks and unauthorized
transactions by 90%
● Customer Resolution Time: Resolve disputes within 24-48 hours
● Compliance Rate: 100% adherence to financial security protocols
Tools/CRMs Used:
● Financial & Payment Processing: PayPal, Stripe, Skrill, Square
● CRM & Customer Support: Salesforce & Zendesk
● Data Entry & Management: Microsoft Excel, Google Sheets, SAP,
Oracle
● Communication & Collaboration: Skype & Zoom.

2007 - 2013
Global Point Pacific
(Customer Service Representative)

● Customer Service (Inbound/Outbound Calls, Email, Chat Support)
● Businesses from the US, Canada, UK, Australia, and Europe
Daily Tasks:
● Handling customer inquiries via phone, email, or chat
● Processing transactions and order management
● Troubleshooting technical issues
● Resolving customer complaints and disputes
Key Metrics (KPIs):
● First Call Resolution (FCR)
● Average Handling Time (AHT)
● Customer Satisfaction Score (CSAT)
● Quality Assurance (QA) Score
Tools / Software
○ Salesforce
○ Zendesk
○ Avaya

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.

Shopify Drop Shipping

Web Analytics, Lead Generation, Project Planning, and Shopify Plus I'm a Shopify specialist. I help you save time and mo

FaceBoook Ads Management

Develop, manage and optimize comprehensive paid Facebook Ad campaigns. Generate consistent leads and sales.

BookKeeping

Financial Analysis, Data Entry, Cost Accounting, and Intuit Quickbooks


Works

Let's work together !

I am available for freelance projects.
Hire Me

Get In Touch

Address :
Caloocan City,
Philippines
Email :
rissajoyricafrente@gmail.com


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