Customer Service Specialist
Resume:
ABOUT ME
Experienced Virtual Assistant and
Customer Service Pro adept in
project management and conflict
resolu on, with stellar
communica on skills. Keen to join
your team, u lize my exper se,
and drive success with
professionalism and efficiency.
SKILLS
CUSTOMER SERVICE SPECIALIST
EMAIL AND TICKET SUPPORT VIA
GMAIL, GROOVE, ZENDESK, ZOHO,
AIRTABLE, SALESFORCE, HOSTIFY,
LIFESYCLE, STREAMLINE, GO HIGH
LEVEL, ACTION STEP, AND HUBSPOT
AND FRONT
HOSPITALITY AND PROPERTY
MANAGEMENT- AIRBNB,
BOOKING.COM, EXPEDIA, AGODA,
ZOOPLA, RIGHTMOVE, EXPERT AGENT
TECH SKILLS MS WORD, GOOGLE
DOCS, GOOGLE SPREADSHEET,
CANVA, TRELLO, LOOM,
SPREADSHEET, AND ASANA
SOCIAL MEDIA MANAGEMENT
FACEBOOK ADS, FACEBOOK,
INSTAGRAM, LINKEDIN
ECOMMERCE- SHOPIFY ADMIN, EBAY
AND AMAZON PRODUCT LISTING
LEAD RESEARCH USING LINKEDIN
SALES NAVIGATOR, SNOVIO, EMAIL
PATH FINDER, GLASSDOOR
LINK
LinkedIn:
www.linkedin.com/in/viannvaldo
WORK EXPERIENCE
Feb 2023 - May 2024
• Effec vely communicate with clients over the phone or SMS.
• Qualify leads and iden fy legal needs.
• Conduct intake interviews to gather case details by addressing inquiries, providing case updates, and offering guidance on estate planning.
• Coordinate client appointments with a orneys, managing calendars and rescheduling as needed.
• Maintain accurate client records, ensuring confiden ality and regulatory compliance.
• Guide clients through intake and secure agreements.
• Provide clear informa on on firm services and fees.
• Provide administra ve support, addressing client concerns and escala ng complex issues to a orneys.
Sco sdale, AZ
Feb 2022 - Jun 2023 • Crea ng and answering phone calls, and emails, following up on requests and complaints, booking, and reserva ons, and processing refunds, cancela ons, and payments via Streamline.
• Processing, scheduling, and following up on work orders to the maintenance team and housekeeping team.
• Responding to Airbnb and VRBO reviews
• Crea ng Ads, pamphlets, and posters using Canva
Oct 2022 - Nov 2023
• Checking ID's and other documents for compliance of clients who want to let an apartment.
• Handling and pos ng Facebook Ads and YouTube daily.
• Pos ng blogs to different FB pages, Lifesycle, Thurrock Property Blog. Checking and upda ng blogs through
WordPress.
• A ending regular mee ngs with the CEO and doing reports.
• Crea ng graphic designs for blogs and Ads using Canva.
• Managing schedules for the CEO.
• Answer email ckets via Groove and other admin tasks. Jul 2020 - Oct 2022
• Integra ng prices and proper es to Airbnb, Expedia, Agoda, Staykeepers, and Booking.com.
LSPN PRO (LEGAL
SITE PROFESSIONAL
NETWORK) /
INTERVIVOS PLAN
Concierge and CSR
STAY PORTER Guest Rela on and Property Manger
MR.PAUL TOBIAS
CEO OF MP ESTATES
LONDON
Execu ve Assistant (Part Time)
STAY KEEPER
Integra on and Guest Rela ons Rep
VI-ANN
VALDO
CREATIVE VIRTUAL ASSISTANT AND CUSTOMER
SERVICE SPECIALIST
Baguio City, Philippines
**********@*****.***
PERSONAL DETAILS
Na onality
Filipino
LANGUAGES
ENGLISH
FILPINO
EDUCATION
Saint Louis University /
2000
Major in General Science. Minor in
Pre-Elementary Educa on.
REFERENCES
DOROTHY RAZA
Extenteam
T: 092********
E: ***************@*****.***
JOHN MICHAE (JM) CARLOS
Mentor/ Division Leader
Organiza onal Effec veness and
Oversight Home Lending J.P.
Morgan Chase Bank, N.A. PGSC
T: 092********
E: **.******@*****.***
JOVIE OCAMPO
Staykeeper Team Leader
T: 092********
E: *****@*************.***
• Answering phone calls, and emails, following up on requests and complaints, and booking reserva ons.
• Processing refunds and payments via Stripe.
• Repor ng to the CSR manager for duty when I'm needed or on call due to the COVID restric ons.
Feb 2019 - Mar 2020 • Checking of ID and other documents for compliance of clients who want to use Capital Office Virtual address and for company forma on in UK.
• Answer email ckets via Groove.
• Checking registered companies using Kemp House address via Companies House.
Sep 2016 - May 2019
• Compliance check for new accounts of newly signed-up freelancers in Upwork.
• Review and filter new job posts posted by clients on Upwork.
• DTR review, job applica on review, flagged accounts review, Inves ga ng unwanted sites, and email support.
Feb 2014 - Jun 2015
• Listening to recorded phone calls by call agents tagging
• them a good or bad sales.
• Make sure that proper call flow is followed by the agents.
• Checking calls of agents to make sure that agents are
• following QA guidelines and making their calls pass or fail then submi ng reports.
• Doing weekly calibra on with agents.
May 2013 - Jun 2014
• Answering email ckets using Gmail, making sure that they are updated and answered within 24 hours.
• Answering phone calls for inquiries and requests.
• Call tenants and contractors to follow up on requests and schedule appointments.
• Follow up with tenants with their rent payments.
• Contact and book contractors and suppliers.
May 2009 - Jun 2012
• Answering inbound calls for exis ng customers. Providing
• the best customer service support and technical support.
• Address all customer concerns and field ques ons projec ng a professional image for the company at all mes.
• The ini al point of contact for prospec ve and exis ng
• customers who may have inquiries about a product or service that the company provides.
• Processing payments and promise to pay over the phone.
• Crea ng ckets for escalated customer complaints if needed. BACHELOR OF
ELEMENTARY EDUCATION
(BEED)
CAPITAL OFFICE
LONDON
Compliance and Email Support Agent
UPWORK Upwork Martket Quality Rep
RMN Quality Assurance Rep (QA)
NORTHERN
APARTMENTS
(HITCHEN & CO)
General VA and Customer Care Support
SITEL BAGUIO FOR
AT&T AND CAPITAL
ONE Technical Support and Account Specialist
Feb 2007 - Mar 2009
• Providing customer support on the phone for exis ng customers.
• Review customer complaints and requests.
• Processing payments over the phone and promise to pay op ons for customers.
• Ac va ng restricted phone service for the customer P E R O S O N A L P R O J E C T S
- Built my mock sample store using Shopify Partners as a final project at Virtaulahan.
Link:
h ps://tyendahan-33.myshopify.com/
Link:
h ps://docs.google.com/spreadsheets/d/1kkm2sPGCxnFFZn 9a9HLYIFS25D4NgxEC358C3bF6e8o
IQOR CLARK Account Specialist for Sprint
Tyendahan 33
Amazon and eBay Lis ngs
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