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BS Computer Science
Adamson University
More Info About Me
Aspiring Virtual Assistant with over eight years of experience in the call center industry and software support environments. Proven ability to deliver exceptional customer experiences through strong communication, problem-solving, and relationship-building skills. Experienced in handling customer inquiries, resolving technical issues, and maintaining high service standards in fast-paced settings. Demonstrates professionalism, attention to detail, and the ability to work independently while managing multiple priorities. Committed to continuous learning and professional growth, with a focus on providing efficient administrative and customer support solutions that contribute to client success.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
-
2024
Central Data Storage – Lincoln, Nebraska
(Virtual Assistant)
• Managed inbound calls to efficiently address customers' technical support needs and troubleshooting requests.
• Ensured timely communication by consistently monitoring and responding to daily emails.
• Monitored and verified customer backup status daily to proactively resolve issues internally.
• Conducted follow-up calls on unresolved issues and backup statuses, enhancing customer satisfaction through consistent updates and timely resolutions.
• Communicated with IT partner clients to deliver timely updates on our customers backup progress and extend support when required.
• Assisted onboarding for new customers by walking them through remote access setup and ensuring smooth system integration step by step.
• Strengthened client trust and compliance by ensuring 100% adherence to HIPAA data protection standards.
• Maintained accurate records of daily activities in Google Spreadsheet Task Tracker, ensuring visibility of completed, incomplete, and follow-up tasks.
• Conducted calls and follow-ups for potential new IT partner clients and presented incentive-based offers and scheduling a meeting on Monday.com.
2021
-
2022
Teleperformance Incorporated
(Customer Service Representative)
• Handled customer inquiries regarding accounts, billing, and payment extensions by providing accurate system-based information.
• Managed customer data and interaction histories, ensuring consistent and up-to-date records for service excellence.
• Assisted customers with rate plan changes by assessing needs, recommending suitable options, and clearly communicating plan features and benefits.
• Processed orders for devices including phones, tablets, watches, hotspots, and home internet services, supporting sales growth through effective communication.
• Support retention efforts by addressing customer concerns and reducing account cancellations.
2019
-
2020
Concentrix Philippines
(Customer Service Representative)
• Answered customer inquiries about account status, billing information, and refund requests.
• Delivered first-call resolution for technical concerns using troubleshooting guides for cable, internet, and phone services.
• Documented customer concerns, actions taken, and resolutions in the CRM system to provide consistent support across teams.
• Optimized sales opportunities through upselling and tailored promotions, contributing to increased revenue.
2016
-
2019
Panasiatic Solutions Incorporated
(Customer Service Representative)
Handled high-volume inbound calls with professionalism and empathy, ensuring a positive customer
experience.
Documented customer interactions and updated records in CRM systems, maintaining accurate
databases.
Assisted customers with technical issues related to mobile devices, leveraging troubleshooting
expertise.
Resolved escalated calls and complaints, providing effective solutions to ensure customer satisfaction.
Processed purchases of phones and minute cards, offering tailored product recommendations and
closing sales effectively.
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.