MERRY FAYE DELA ROSA ZAFRA

Tanguay, Lipa City, Batangas, Philippines 4217

+63-991*******

Email: ad3or4@r.postjobfree.com

Objective

To obtain a position in a suitable field where I can fully utilize my skills, knowledge and competencies and encouraged by the company of career growth through good management Skills

o Knowledgable of Google Workspace (Gmail, Google Calendar, Google Docs, Google Sheets) o Proficient in the use of office applications like MS Word, Excel, PowerPoint o With exposure in handling and preparing events

o Above average in English proficiency

o Adaptive and flexible in nature

o Can handle stress well and can work under pressure o Possesses analytical and problem-solving skills

o Efficient in handling group

Work Experience

May 2022 – present Logistics Company Solutions

Virtual Assistant – Customer Service

• Primarily responsible for administrative tasks such as answering emails, phone calls, data entry, and managing existing customer follow-up.

• Tracking and filing claims/trace on client's shipment

• Book shipment, create labels and prepare commercial or proforma invoice

• Assist customers in understanding bill, processing invoice and payments

• Follow up on customers with overdue payments, process payments on their invoices and send statement summary for monthly reports

• Provide support in various administrative duties as needed August 2015 – April 2022 Alorica Inc.

Customer Service Representative Team Manager

• Assist customers in understanding bill, processing transactions and making payments

• Maintaining customer profiles and ensuring proper documentation is provided and obtained

• Ensuring compliance with all state and federal regulations regarding to customer confidentiality

• Providing superior customer satisfaction and answering credit account inquiries

• Report fraudulent activities and act as a consultant for account security

• Assist front row customer service with difficult procedures and coach in product knowledge

• Initiates plan that will help the team achieve target scores in a less demanding setting by keeping the agents engage on a friendly competition

• Conduct coaching session based on agent’s motivation and learning style

• Share best practices from acquired knowledge, idea and experience to leverage agent’s interest towards gaining a greater position

• Work diligently with the Operations Manager and other Team Leaders to ensure that all are working harmoniously

• Attend to new Team Managers need in completing daily or weekly deliverables

• Coordinate with Quality and Training Team for new updates that will prepare the agents on their daily call types.

May 2022 - December 2023

August 2014 – January 2015 Cognizant Technology Solutions Talent Acquisition Group

HR Associate (Sourcing)

• Identifies various sources of recruitment hiring trend such as job postings, job fairs, campus recruitment, referral systems and others to ensure continuous supply and of qualified candidates

• Initiates floorwalks to applicants and employees to increase number of pipes

• Attends new hire orientation introducing Talent Acquisition Group duties and responsibilities.

• Prepares daily sourcing reports on on-going recruitment initiatives

• minimum of at least 10 candidates per day

• Prepares mailer drafts of open positions and sourcing events which will be send to all employees.

• Conducts phone screening and background checking of candidates

• Attends job fairs and campus events if needed to boost branding presence of the company to vendor offsite and conducts initial assessment like test administration and initial interview if needed May 2013 – June 2014 SuperCare Medical Services Inc. Psychometrician

o Administer aptitude and personality test

o Checks and scores administered tests

o Performs comprehensive interview for initial assessment o Interpret, evaluates and correlate psychological test results from gathered information during interview

o Encode final results and releases reports to authorized personnel. o Prepares psychological narrative reports if necessary. o Submits monthly statistical report of test administered and number of clients who took psychological examination.

May 2012 – May 2013 Brilliant Minds of Interactive School of Excellence Events Coordinator/ MAPE Teacher/ Teacher Aide

November 2012-January 2013 Hypnotherapy Clinic and Psychological Test Center On-the-job training

Test administration of forensic and psychological test March 2007 – May 2007 Batangas College of Arts and Sciences Entrance Examination Proctor and Enrollment Consultant Student Assistant

Educational Background

College Polytechnic University of the Philippines

Sta. Mesa, Manila

Bachelor of Science in Clinical Psychology

June 2008 – April 2012

High School Batangas College of Arts and Sciences

Music Major

June 2004 – April 2008

Elementary San Pedro Central Elementary School

June1998 – April 2004

Personal Information

Date of Birth: September 11, 1992

Gender: Female

Civil Status: Single

Place of Birth: Pasay City

Religion: Catholic

Citizenship: Filipino

Character References

Available upon request

I hereby certify that the above information is true and correct to the best of my knowledge and belief.

Merry Faye D Zafra

Applicant

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