Fevelyn C. Usaraga

099******** ad11g1@r.postjobfree.com Mati City, Davao Oriental, Philippines

PROFESSIONAL SUMMARY

Hardworking customer service support focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success.

SKILLS

-Set appointments -Data entry

-Multitasking -Technical Support

-Performed market research - Customer Service

-Taking inbound/outbound calls - Email Management

-Proficient in using MS Office, PP, Excel - Calendar Management

-Knowledge in using CRM tools - Knowledge in Outlook, Zoom and Teams EXPERIENCES

Virtual Assistant, Strategic Office Support, Jul 2021- current 4003 Bellaire Blvd, Houston 77202, TX United States

Assisted team members and managers with task to maintain productivity and meet project milestones.

Completed all required tasks within anticipated timeframes.

Followed established guidelines and procedures.

Supported operations with consistent maintenance and updates of business files and records.

Answering email replies from clients who set up appointments.

Performed outbound calls to targeted leads.

Virtual Assistant, Upwork, Jul 2022 – Jan 2023 (part time) 17A Rydon St. London N1 7AL

Helping customer to complete booking process until their move in day.

Sending emails to customers who has queries and request prior to booking.

Help the client modify his website for upcoming promotions.

Coordinate people onshore for technical processes.

Ensuring billing records are up to date.

Web Hosting Specialist, Newfold Digital, Jun 2021- Jul 2022 Philam Life Tower, Cardinal Rosales Ave. Ayala Center, Cebu City

Developed websites to work properly across Microsoft, Google and Mozilla browsers.

Validated the structure, security and compliance of the website.

Ran website tests to check for bugs or page problems, taking prompt action to fix the issue.

Worked with the back end team to develop server logic protocols and manage database connection.

Used upselling and cross-selling techniques to provide solutions to customer issues. Customer Service Representative, Accenture, Apr 2016 – Jun 2021 Filinvest Towers, W Geonzon St. Cebu City

Documented detailed notes in CRM system to track customer interactions.

Completed sales payments, refunds, and exchanges and issued store credit.

Returned customer calls and responded to inquiries and complaints.

Answered inbound calls to greet and assist customers with various needs and questions.

Communicated with clients over phone, email and chat plat forms.

Used upselling and cross-selling techniques to provide solutions to customer issues.

Met productivity and quality goals to achieve KPIs and deliver excellent customer experiences. Customer Service Specialist/ TSR, Teleperformance Inc., Mar 2014 – Mar 2016 Insular Life Cebu Business Centre

Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues.

Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.

Documented and maintained detailed records of support request, escalations.

Used upselling and cross-selling techniques to provide solutions to customer issues. EDUCATION

Bachelor of Science, Education Mar 2009

University of Cebu – Cebu City

CHARACTER REFERENCES

Joseph Ryan Painandos

Operation Manager

Accenture Inc

092********

Arnel Evora

Operation Manager

Dreamscape Networks Inc

099********

Paul Retuya

Team Leader

Dreamscape Networks Inc

092********

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