2010
Bachelor of Science in Information Technology (BSIT)
Lyceum of Alabang
About Me:
Hi there! I'm Sen - Your Ultimate Solution for Mastering Social Media and Facebook Ads Management!
As an entrepreneur, virtual assistant, and proud mom of two, I understand the struggle of balancing multiple roles; that's why I offer reliable and efficient support to fellow entrepreneurs who need extra hands.
My decade of experience in the BPO industry has taught me the importance of adaptability and flexibility. I've sharpened my communication, problem-solving, and customer service skills, ensuring exceptional service to every client by giving 100% in every task.
I'm constantly seeking ways to improve and refine my skills to provide unparalleled quality of service. With my optimistic approach and unwavering determination to succeed, I'm confident in my ability to achieve exceptional results.
Let me help you take some weight off your shoulders and bring a smile to your face!
My Skills and Competencies
FB Ads Specialist
Customer Service
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
My Experience and Education
2022
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2023
Magic Virtual Assistant Services
(Virtual Assistant)
• Managing customer inquiries via email/call, ensuring quick and quality responses that must be addressed within 24 hours.
• Deliver quotations to leads who inquire about the service and perform other administrative tasks.
• LinkedIn profile management which includes writing emails using templates and optimizing LinkedIn Navigator for effective outreach and business growth.
• Created website pages and landing pages in WordPress Elementor.
• Monitored emails, organized inboxes, and prioritized messages for the CEO, sourced leads, and reached out to prospective customers through email outreach.
2019
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2023
PayPal Philippines Inc
(Customer Identity Advisor)
• Handled 70 or more name change requests and conducted KYC and KYB reviews on questionable accounts and transactions while adhering to SOPs and regional guidelines and consistently meeting the required KPI targets.
• Evaluates high-risk accounts to prevent fraudulent transactions by reviewing the submitted documents for identity verification.
• Research evidence from multiple tools and systems to determine the legitimacy of customer documents.
• Managing customer email inquiries and ensuring that responses are within the required service level of 24 hours.
2014
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2019
Hinduja Global Solutions Inc
(Senior Customer Service Specialist)
• Assisting customers regarding eligibility, benefit claims, and appeals while compliant with HIPPA regulations and promoting 95-100% Net promoter Score (NPS).
• Providing excellent customer service to healthcare providers by implementing first-call resolution (FCR) and ensuring 100% customer satisfaction by resolving inquiries and complaints promptly.
• Amongst top performers and achieve consistently high scores in AHT and Quality at 98-100%.
• Attending to customers' concerns, reviewing customer accounts, and handling complaints efficiently to reduce escalation calls to 10%.
2012
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2013
First Advantage Philippines Inc
(Screening Associate – Reports QC)
• Evaluates whether all data gathered were accurate and true and make a quality check to ensure that the generated report includes all relevant information and is error-free before sending it to the client within the service level.
• Assures all output meets quality standards with 100% accuracy.
• Performs tasks organized and systematically to finalize all the reports within the deadline.
• Protects operations by keeping information confidential.
2010
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2012
NextFocus Inc.
(Customer Service | Tele Sales Representative)
• Handled inbound call inquiries and assisted customers regarding the status of their accounts, product, service, and other service issues.
• Making new sales by calling prospective leads and ensuring to reach the goal quota for each month to help to achieve an increase in sales by 50%.
• Clarifies the customer's complaint; determines the cause of the problem; selects and explains the best approach to fix the problem; expedites correction or adjustment; and follows up to assure resolution.
• Managing client accounts by keeping records up to date and processing adjustment requests.
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.
FB Ads
Create and optimize ad campaigns to maximize ROI and drive conversions using the latest trends and strategies
Customer Service
Providing exemplary customer support for your business thru email and chat