IRNA VILLANEA

Street *, ********* *******, *****, *** • 056-***-****/050-***-****•

adc24f@r.postjobfree.com

Summary

Competent and results driven professional with major background on customer service and sales support. Handled international inbound/outbound calls, and provided results for any customer satisfaction concerns. A team player, goal oriented individual who accepts and value teamwork and effort to find solutions to any challenges.

Skills

Excellent coordination and organization skills being a graduate of Bachelor of Science in Development Communication, I had been actively a participant with organizing, especially in extracurricular activities. From organizing for the benefit concerts to theater to outreach program to immersions, these activities made me a complete individual and taught me how to organize people, coordinate with the right people in order to come up the most successful event/program as possible. It helped me in becoming more approachable especially with my coworkers, I let them participate to company activities in order to create not just a productive working environment but as well as fun and exciting, something to look forward to when coming to work. Superior ability in dealing with all kinds of people I have been working in the BPO industry for quite a long time. I have been dealing with different kinds of people, and I must say, never did I have any serious personal conflict with my colleagues, the supervisors and managers that I have worked with. I make sure I get to adjust with the kind of environment and the people that I get to work with. I am versatile in terms of bending my relationship with my coworkers, I help them when need arises, and I make sure that I get to understand them as well. I believe that when you have a healthy relationship with the people you are working with, it results to a very productive workplace.

Good oral and written communication skills

I have been in the sales/customer service profession since I had my first employment. I have been speaking American English Language to communicate effectively with my clients and customers. I have been writing business proposals and other concerns that effectively improves my work and craft since I have studied, especially in my College years until getting my first job. Until now I am still learning, it helps me to improve the output of my work and also my skills and abilities. As I have my work experience in Dubai as an Administrative Officer, aside from the written and oral communication skills that I have, I also can handle office works; booking appointments and meetings, filing, data entry, working on excel sheets, keeping track of the attendance, handling purchase orders and submitting reports to our accountant and to the managing director. Also, now that I am working with Nstyle International, one of the biggest salons in the UAE, I worked as a call center executive and as a front desk executive in one of the stores of Nstyle. Work History

December 2018 – Present/ Sales Coordinator

Sawaeed Employment LLC--- Mussafah, Abu Dhabi (Head Office) Takatof Employment LLC--- Al Barsha, Dubai (Branch) Direct working with the Head of Strategy and Business Development. Assisting both the sales and marketing team.

Sales admin roles:

Responding quickly and efficiently to all sales enquiries by telephone, fax, & email as required. Following up all enquires, preparing proposals when necessary and coordinate all details for the Clients. Recording the progress of all enquiries and translate into a daily/monthly report including source of business trends, enquiry conversion rates, future predicted sales and other reports as directed by the Sales Executive / Manager / Department Head.

Up keeping of a Client Data base.

Creating and updating ERP of all the records of the enquiries / contracts and important communication between Company and Clients on a regular basis

Liaising at all times with all team members and work as a team to reach the targets set by the Department / Company.

Providing administrative support (type minutes, correspondence, reports, and other documents) Maintains confidential records and files, schedule meetings, record minutes and submit minutes for approval. Making summary of the overall monthly report of the sales and marketing and customer care department. Doing telemarketing calls and generating list of prospects to build pipeline, converting it to sales. Answering phone call sales inquiries.

June 2016 - Aug 2018/ Customer Service Representative NStyle International ---JLT Cluster X 3, Dubai

I am effectively managing to receive incoming calls from customer who would like to book an appointment to one of the stores of Nstyle in the UAE. I Identify and assess customers’ needs to achieve satisfaction and providing accurate, valid and complete information by using the right methods/tools given to the customers. I handle complaints, providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution, and also by keeping records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies and most of all, I take the extra mile to engage with the customer since I also do upselling and upgrading services. Using a software for taking calls and writes weekly report for team's call logs and weekly customer satisfaction survey. Sep 2015 - May 2016 Human Resources/Office Administrator Memits Solutions LLC--- Al Garhoud, Dubai

I worked as an all-around administrator in the office including tasks such as answering telephone calls, booking schedule appointments and meetings for my manager and the rest of the team. Calling out to different clinics, both for medical and dental; checking which clinic software they are using at the moment. After which, booking them a schedule for a product demonstration done by our manager. I have also experienced in creating purchase order, invoice and receipt payment for billings in the office. June 2014 - Aug 2015 Alumni Career Services Advisor Contact Solutions Cebu, Philippines

I worked as an Alumni Career Service Advisor at an Allied Healthcare Academy, helping Alumni/graduates from this Academy to look, search and find for job/s that is/are related to the medical field. I also call and find for employers to check job opportunities. I set up job interviews, get the alumni hired and earn job placements out of those alumni that got hired. I basically, make outbound/inbound calls to both alumni and employers and also send/receive follow ups through email. Google text/call, LinkedIn and other social media platform just to communicate with the graduates and employers too.

Feb 2012 - May 2014 Publishing Consultant

Author Solutions (formerly Xlibris Corporation) Cebu, Philippines I worked with Xlibris, now called as Author Solutions as a publishing consultant. It's an inbound/outbound call setting, also I dealt with doing a lot of follow up calls and email to authors, and may it be with an amateur or professional authors. Primarily, I called out to authors, to get to know them and the book that they are writing at the moment. I discuss with them their plans, some maybe their vision about their book. And then, I discuss with them the different publishing packages/services available for the authors. Apr 2008 - Mar 2012 Telemarketer

Arriba Telecontact Inc. Cagayan de Oro, Philippines I was once a sales agent/customer service agent at Arriba Telecontact. The main account that I was working with was for a publishing, free/paid subscription. I called out for big companies such as engineering, food, welding and IT industries. We verify their businesses and gave them a free subscription of the magazine in line with their businesses.

Software Skills

MS Excel, Word, Powerpoint

SAP (ERP) System

Altitude UAgent- Softphone

Urbanbuz- Client Database Storage

CRM Salesforce

Education

Jun 2003 - Mar 2007 Xavier University Ateneo de Cagayan Bachelor of Science in Development Communication; Major in Educational Communication

Jun 1999 - Mar 2003 Liceo de Cagayan University

High School Level

Personal Information

Date of Birth: August 28, 1986

Place of Birth: Iligan City, Philippines

Nationality: Filipino

Civil Status: Single

Religion: Roman Catholic

Languages: English, Filipino

Visa Status: Employed

Further information is available upon request.

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