Ma. Marguerita M. Villareal

BPO Professional/ Email-Chat Support/ Data Entry & Processor/

Virtual Assistant/ Ecommerce Product Listing Associate/ Tech-Support/ Fraud Specialist/ Graphic Design Artist Address: Davao City, Davao Del Sur, Philippines 8000 Phone: +639*********

E-mail: ad0m1q@r.postjobfree.com

ABOUT ME

Efficient customer service professional with more than 8 years of experience in call centers and hospitality services. Highly organized Account Executive and Virtual Assistant offering excellent communication and computer skills. Meets deadlines and works with a high level of multicultural awareness and adaptability. RELATED SKILLS

• MS Office proficient

• Strong client relations

• Attention to details

• Quick learner

• Team leadership skills

• Organizational skills

• 40-45 WPM typing speed

• Professional phone etiquette

• Database Management

WORK HISTORY

E-Commerce Product Listing Associate/ Shopify (December 2022 to Current)

• Adding and updating listings as needed, ensured products are accurately prices, photographed, and described.

• Managed 500+ product data feeds weekly in Google Merchant.

• Monitored and optimize live listings and make suggestions to improve listing performance and health.

• Provided customer service online and over the phone in accordance to company’s guidelines.

Team Leader, Account Executive, Virtual Assistant and Back Office Support

(December 2013 to December 2020)

SixEleven Global Teleservices, Davao City, Davao Del Sur, Philippines

• Establishing effective project communication plans and ensuring their execution.

• Coordinating the development of user manuals, training materials, and other documents as needed to enable successful implementation and turnover of the process or system to the clients.

• Managing customer satisfaction within the project transition period.

• Write reports, keep track of expenses, create budgets and plan production goals, schedule and keep track of workers attendance.

• Managing the day-to-day activities of the team.

• Motivating the team to achieve organizational goals.

• Developing and implementing a timeline to achieve targets.

• Conducting training of team members to maximize their potential.

• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.

• Conducting quarterly performance reviews.

• Contributing to the growth of the company through a successful team.

• Creating a pleasant working environment that inspires the team. Chargeback Specialist/ Health Awareness Account (February 2013 – December 2013) SixEleven Global Teleservices, Davao City, Davao Del Sur, Philippines

• Processed chargebacks on behalf of merchants who have had a transaction reversed by a customer.

• Worked with the merchant to gather documentation to present to the bank or credit card Company’s dispute department.

• Investigating the claim made by the cardholder, review merchant activity to identify possible fraud or theft.

• Reviewing documentation provided by the merchants, contacting them as needed to gather more information, and make decisions about whether to approve or deny the claim because of procedural errors.

• Documenting all aspects of the chargeback process, including identifying the parties involved, summarizing the facts of the case, and recording the decision made on each case.

Tier 2 Technical Support Specialist/ VOIP Account (October 2012 to February 2013) SixEleven Global Teleservices, Davao City, Davao Del Sur, Philippines

• Responding to technical support tickets.

• Talking directly to the customer to determine the nature of the technical issue.

• Connecting to the customer’s computer system via remote access.

• Identifying the nature of the hardware, software, or networking issue.

• Providing the customer with resolution choices.

Technical Support Representative/ VOIP Account (July 2012 to October 2012) SixEleven Global Teleservices, Davao City, Davao Del Sur, Philippines

• Talking/Chatting customers through a series of actions to resolve a problem.

• Providing support in the form of procedural documentation.

• Diagnosing and repairing faults and troubleshooting technical issues.

• Following up with clients to ensure the problem is resolved.

• Providing timely and accurate customer feedback.

• Managing multiple cases at one time.

Education

Bachelor of Computer Science

July 2005 to March 2007

University of Mindanao – Matina branch, Davao City, Davao Del Sur 8000 Bachelor of Science in Nursing

July 2003 to December 2004

Saint Augustine School of Davao - Poblacion Davao City, Davao Del Sur 8000

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