Virtual Assistant Customer Service

Karl Tolentino

Marikina, Metro Manila

**.*************@*****.*** 091********

linkedin.com/in/karl-tolentino-9a3b62210

https://drive.google.com/file/d/19-

fyuQOgTk4e_sej1emE23P577t694Sw/view?

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Summary

Highly dynamic Virtual Assistant with 4+ years of experience providing exceptional administrative and management support to clients. Adept in multitasking and effectively prioritizing tasks to achieve the best outcomes. Knowledgeable and skilled in document management software and content management systems.

• Promptly respond to emails and calls, and manage schedules to assure a positive workflow.

• Serve as the first point of contact with regular client interfacing, providing optimal customer service at all times.

• Assisted clients with complex tasks including calendar management, group logistics, filing systems, and project coordination.

• Worked with the highest level of professionalism among staff and clientele at all times. Experience

Content Moderator

TaskUs

Sep 2021 - Present (1 year 9 months)

Responsible for reviewing user-generated content to ensure that it's not offensive, harmful, or inappropriate prior to it be uploading to a platform or server. The presence of unpleasant and disturbing content created by internet trolls and bullies has considerably reduced. Virtual Assistant

Nevo Solutions

Oct 2021 - Sep 2022 (1 year)

I led our social media marketing to keep track of data and analyze the performance of social media campaigns. Interacting with customers and dealing with customers' inquiries. During my stay, we boosted customer attraction by 30%.

I am also part of our logistics team where we organize the storage and distribution of goods. Ensure that the right products are delivered to the right location on time and at a good cost. Modified generation of shipping labels and conceptualized order status notifications to reduce complaints by 20%. Virtual Assistant

The Buildsters

Feb 2020 - Jan 2022 (2 years)

Responsible for generating leads through phone calls, social media, and emails. Implemented using of automation tools like email marketing software and CRM to simplify and speed up lead generation. Virtual Assistant

Karl Tolentino - page 1

Knife Depot Co

Mar 2019 - Jun 2021 (2 years 4 months)

I am responsible for order fulfillment via Shopify. Answer customers' questions about the merchandise and assist with purchase decisions via phone, email, and chat messages. I help out a team of VAs in maintaining good reviews for our customer service which led us to a 25% increase in sales volume. Customer Service Specialist

Alorica

Apr 2017 - Mar 2019 (2 years)

I started as a Customer Service Representative for Amazon until I got promoted to Subject Matter Expert. As an SME, I'm in charge of collecting information, writing, and maintaining training materials and the knowledge base a support team will use as the first source of information regarding a product, service, or client. Managed a team of 12 CS reps to deliver monthly business targets. Education

Pamantasan ng Lungsod ng Marikina

Communication and Media Studies

Skills

Drop Ship • Inventory Management • Customer Service • Copywriting • Email Marketing • Lead Generation

Honors & Awards

Employee of the month - Alorica

Feb 2018

Honored for giving the extra mile and for outstanding contributions at work. Top Teammate of the month - TaskUs

Nov 2022

Perceived as having performed exceptional work over a month by delivering an overall KPI of 100%. Karl Tolentino - page 2

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