MA. HELEN GRACE AGANAN

+639**-***-****

ad2b09@r.postjobfree.com • https://linkedin.com/in/graceaganan Blk 26 Lot 4 Queens Avenue Queens Row Central, Bacoor Cavite, Philippines PROFESSIONAL SUMMARY

Friendly Customer Service Representative with 10 years of dedicated customer service experience. Have a passion for constantly enhancing my knowledge and exceeding expectations. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with a team-oriented mentality and dedication to customer satisfaction. Skilled in coordinating documentation and handling payments. Currently, I am working part-time as a Virtual Assistant. I'm handling the client's email. It's all about responding to Alibaba's suppliers and, at the same time, managing the email of the client by sorting each email for every category.

SKILLS

• MS Office programs (Word, PowerPoint, Outlook); Google Sheets

• Multitasking

• Data Entry Specialist

• Proof Reading

• Customer Service

• Email Support / Email Management

• Typing (Typing speed varies from 45 to 69 words per minute, depending on the website or paragraphs)

• Internet Research (Typically use Google.com or social media websites depending on the clients’ demand)

• Computer proficient

• Order fulfillment

• Social Media Manager

• eCommerce Virtual Assistant (Amazon)

• Credit card processing

• Hotel Reservation

• Basic website design

WORK EXPERIENCE

Virtual Assistant Sep 2019 - Present

Sanmedex • Belgium

• Homebased job / Online job / Work from Home job / Freelancer (part-time)

• Email management

• Copy pasting

• Checking the supplier’s messages through the Alibaba website

• Social Media Manager

• eCommerce Virtual Assistant (Amazon)

• Input information into Google Sheets

Customer Service Representative Jun 2019 - Oct 2019 Ibex Global, Philippines • Philippines

• WWW.ATT.COM AT&T - US account (Inbound calls)

• Responded to customers’ requests/inquiries for products and services like billing, internet, cable, home phone, and wireless phone. Explaining the technical functions of mobile devices and guiding product selection by customers

• Answered customer telephone calls promptly and in an appropriate manner

• Investigate complaints regarding the establishment’s goods, services and policies and update accounts

• Arrange for refunds, exchange and credit for returned merchandise

• Explain the type and cost of services offered

• Update accounts, initiate billing and process claim payments, and receive payment for services

Operational Customer Service Representative Mar 2019 - Apr 2019 Telus International, Inc. • Philippines

• Providing support and solutions to the clients' technical concerns through identification of the problem itself, research on answers and subsequent provision of guidance

• WWW.WIX.COM US account - (Outbound and inbound call)

• Investigate complaints and update accounts

• Worked with Customer Support to resolve their inquiries, improve operations and provide exceptional customer service

Customer Service Representative Apr 2018 - Mar 2019 Teleperformance • Philippines

• WWW.HOTELS.COM Hotel reservation account (Outbound calls and email)

• Investigate complaints regarding the establishment’s goods, services and policies

• Arrange for refunds, exchange and credit for returned merchandise

• Investigate complaints and update accounts

• Explain the type and cost of services offered

• Provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone inquiries

• Responding to customer’s inquiries regarding hotel reservations via email Telemarketer Jul 2017 - Dec 2017

Teleforce Asia, Inc. • Philippines

• Sales account - Outbound call (International countries)

• Contact businesses or private individuals by telephone to solicit sales for goods or services.

• Delivering prepared sales talks, reading from scripts that describe products or services to persuade potential customers to purchase a product

• Contacting customers back upon request according to schedule availability if they are interested in the product

Business Process Associate and Voice Service Associate May 2009 - Jun 2017 ADEC Innovations (American Data Exchange Corporation) • Philippines BUSINESS PROCESS ASSOCIATE

• Input data into computerized databases or other templates using a keyboard, mouse, or other data entry tools

• Import and/or export data between different kinds of software

• Verify the accuracy and completeness of data

• Search, examine and proof a document of a title or properties in the US, such as mortgages, liens, judgments, and easements, and review the legal description to determine the ownership of the property

• Performed data entry operations by compiling information and input into the database system. Will ensure accuracy prior to input

VOICE SERVICE ASSOCIATE

• Tax account for properties in the US (Outbound calls)

• Verify the tax information of the owner of the title through tax collectors in the U.S..

• Contact the tax collectors if there are any delinquent taxes, and also we encode and proof for any errors before submitting the final product to the clients EDUCATION

Computer Science May 2001 - Aug 2003

AMA University • Las Pinas, Philippines

Undergraduate -2nd-year level

High School Jun 1997 - Mar 2001

Crest View Academy of Cavite • Bacoor, Philippines Graduated with honors (5th honorable mention)

CERTIFICATIONS

• English Assessment training certificate (ADEC Innovations, October 2012)

• Email support training certificate (Teleperformance, April 2018)

• Wix Website Designer and Technical training (Telus International, Inc., April 2019)

• 40-min Python program Certificate of Participation (Stacktrek, September 2022)

• Building a Website using HTML and CSS (Stacktrek, September 2022) REFERENCES

References will be sent upon request.

Contact this candidate