Customer Service, Executive Assistant, Recruitment, Training
Resume:
Rainelda Dela Cruz
Online Home-based English Communication Skills and IELTS Teacher, General Virtual Assistant, Virtual Chat Support, General Transcriptionist, Virtual Customer Service Las Piñas 1747
********@*****.***
I held more than 28 years of professional work experience in different industries like software and hardware technical company, garments, in-house financial call centers, different BPO industries, even in-school and online ESL institutions, and virtual remote home-based positions. As Executive Assistant/Secretary and Human Resource Assistant, in total, I have held more than 7 years of work experience where I handled different executive assistant responsibilities, recruitment and training, and payroll duties. Then, remotely, I had served as a virtual Human Resource/ Recruitment Specialist at the same time a virtual assistant to the owner of a fresh fruit juice stands in different malls in the country for more than 2 years. While being in these job roles, I had also done simple bookkeeping duties, contract management, email- and schedule-management of the CEO and Human Resource Manager, constructing the department's letters, procurement, attended company events and meetings with superiors for note-taking purposes, and enlarge public relations for company's growth.
While being on a remote job, I am also teaching the English language to different levels of students in a classroom setup.
Afterward, I got involved in the BPO industry as a Customer Service Representative for more than 15 years. I had served in different lines of businesses like back-office, inbound, and non-voice customer service specialist, credit card advisor, and retention specialist too. From this industry, I had gained extensive experience in appeasing an angry customer while multi-tasking, leading group meetings, and evaluating calls.
From these companies, I had learned the proficiency in handling customers in person and over the telephone, value the importance of time and customers, developed leadership skills, and a typing speed of 45-50 words per minute. I became a proficient multi-tasker and detail-oriented without sacrificing time and quality, a fast learner, a team player, dependable, and proactive. I am a graduate of BS Psychology; with 21 supplemental units in Bachelor of Science in Elementary/ High School Education and with Master’s Degree units in English Language Teaching. I also passed the National Licensure Examination for Teachers in the Philippines. Over-all, I have specialization in the following tasks: executive assistant responsibilities, time and attendance monitoring, payroll and benefits, teaching and training different levels of employees, appeasing angry customers, and recruitment skills, email- and schedule management, simple bookkeeping, data and file management, G-suite and MS Office tools, and online General Virtual Administrative assistant roles too.
As such, I am highly confident that I can handle your vacant position excellently. I hope to hear from you soon.
Work Experience
Reservation Lead/Supervisor
Concentrix Bridgetowne, Pasig City
February 2022 to Present
Handles reservation supervisor calls, answers different queries of passengers, assists passengers about their refunds, and reissue plane tickets as needed. Reaches out to airports and other departments and airlines to help passenger and resolve their issues. Reservation Specialist
Concentrix - Philippines
May 2021 to Present
Handles booking reservations, answers different queries of passengers, assists passengers about their refunds, and reissue plane tickets as needed.
Online English Tutor
Various ESL Online Schools
June 2017 to May 2021
Inspired, guided, and taught students from different countries in their quest for a better English Communication Skills in terms of better pronunciation, vocabulary expansion, good sentence construction, and grammar, improved their listening skills, and enhanced their fluency in a creative, fun, and meaningful ways. As the need arises, guided learners on how to passed IELTS speaking and writing exams. Encouraged learners on how to practice before the IELTS exam. Freelancer
Upwork - Las Piñas
January 2018 to December 2020
Assists small businesses around the world in any way they request to do on a project-based contract. Fraud Prevention Specialist
VISA BPO Philippines, Inc
April 2016 to May 2017
Delivered and enhanced transaction security to all VISA cardholders through verification of all unusual transaction/s to prevent fraudulent activities on the VISA cards; Blocked account/s as needed; Activated accounts after successful verification, and tagged account/s as lost or stolen as needed. Customer Service Representative
Ibex Global Philippines, Inc
December 2014 to April 2016
Researched, obtained and provided the best and cost effective resolution for a variety of customer complaints and issues while managing operational needs of the client. Customer complaints and issues that were settled may be but not limited to technical concerns, billing, promotions and statement activities, account inquiries, and account maintenance like updating customers' phone numbers and mailing address; Received in-coming calls to maintain and promote an ongoing relationship with internal and external customers; Recorded and processed sales orders and/or inquiries through customer service work processes and systems; Provided schedule information for installation/s and service call/s. Processed and grants credits within limits of authority; Appeased angry customers; generated sales for different products of the client; handled basic troubleshooting; Processed payments; Handled all lines of businesses of the client: telephone, high speed internet, entertainment, and mobility products. Maintains confidentiality of our client processes; as requested by supervisor. Customer Service Representative
Synchrony Financial
March 2013 to December 2014
Answered incoming customer queries; Gave financial advises to credit cardholders. Explained customer's billing activities and promotions. Processed payments. Handled account activation and permanent cancellation of accounts as requested by credit cardholders. Updated account information of credit cardholders, as requested. Processed lost and stolen workflows; as requested by supervisor. Customer Service Representative / Customer Retention Specialist / Credit Card Advisor
Firstsource Solutions Limited
December 2011 to March 2013
Answered incoming customer queries about their credit card account/s; Explained customer bills and activities; Processed payments; Handled account activation, retained credit card accounts and performed permanent cancellation as needed and requested by credit cardholders; Updated account information as needed; Offered and closed balance transfers as needed; Handled lost and stolen reports as needed, Gave financial advises to credit cardholders.
Product Specialists (Escalation Specialists)
Sykes Asia Inc.-Burgundy Branch - Makati
November 2010 to February 2011
Handled and resolved supervisory calls, mostly geared to create customer satisfaction while maintaining operational needs of the client. Received in-coming calls to maintain an ongoing relationship with credit cardholders; Maintained confidentiality of the client; as requested by supervisor. Customer Service Specialist
Convergys Philippines, Inc
December 2008 to November 2010
Researched, obtained, and provided the best and cost effective resolution to a variety of customer complaints and issues while managing operational needs of the client. Customer complaints and issues resolved may be but not limited to technical concerns, billing and account inquiries, and account maintenance like updating customers' phone numbers and mailing address; Received and resolved in- coming calls to maintain an ongoing relationship with internal and external customers; provided guidance and assistance to new or less experienced staff; Conducted team trainings and huddles; Recorded and processed orders and/or inquiries through customer service work processes and systems; Provided schedule information for installation/s and service call/s. Processed and grants credits within limits of authority; Appeased angry customers; generated sales for different accounts, handled and resolved basic troubleshooting for different accounts; Maintained confidentiality of each client; as requested by supervisor.
Non-voice Specialist Agent
Convergys Philippines, Inc
March 2006 to December 2008
Handled and resolved special cases raised by the customers of our client via correspondences addressed to the President of the company and finance division of the company. Special cases may range but not limited to monetary disputes over $300, complaints against staff of sales department, customer service department, technical department and installation department; appeased and saved customers by outbound calls.
Customer Service Representative
Convergys Philippines, Inc
May 2005 to March 2006
Researched, obtained and provided the best and cost effective resolution to a variety of customer complaints and issues while managing operational needs of the client. Customer complaints and issues resolved may be but not limited to technical concerns, billing and account inquiries, and account maintenance like updating customers' phone numbers and mailing address; Received and resolved in- coming calls to maintain an ongoing relationship with internal and external customers; provided guidance and assistance to new or less experienced staff; Conducted team trainings and huddles; Recorded and processed orders and/or inquiries through Customer service work processes and systems; Provided schedule information for installation/s and service call/s. Processed and grants credits within limits of authority; Appeased angry customers; generated sales for additional subscriptions, Processed payments; Maintained confidentiality of the client; as requested by supervisor. Various Positions in Different Industries:
Overfood Corporation - Remote
October 2002 to May 2005
*** Virtual Executive Assistant
*** Human Resources/Recruitment Specialist
Overfond Corporation (Prutas Fresh Juices Stand)
Virtually prepared company e-mails, reports, and materials needed for the company’s daily activities; Virtually set-up and coordinated meetings; Virtually created and distributed meeting agendas and minutes; Virtually maintained the CEO’s calendar, an extensive diary management task, to avoid potential clashes with his various appointments; Virtually set up the CEO’s travel arrangements; Remotely performed Contract Management and tracking; Remotely and physically do fruit supplies purchases needed by the company; Remotely prepared, maintained, and tracked costs and expenses reports; Maintained the filing system and archive accordingly; Coordinated with external consultants, contractors, and crew applicants of the company; Carried out ad-hoc tasks as and when they arrive; Organized ad hoc events as requested; Performed general clerical duties like sending e-mails and text advertisements to students and other customers.
*** English Teacher of different levels of students Started out as a substitute English teacher for grade 4 and high school students for SY 2002-2003. Then, the following school year, I had served as a full time English teacher in another school for elementary level. For school year 2004-2005, I got involved in teaching collegiate level for English subjects too. Executive Assistant
ProHealth Inc
October 2001 to October 2002
Provided administrative support to the Chief Executive Officer (CEO/owner). Administrative support includes but not limited to: Receptionist, provided professional company image through in-person and phone interaction; Prepared correspondence, reports, and materials needed for the company's daily activities; Set-up and coordinated meetings; Created and distributed meeting agenda and minutes; Maintained the CEO's calendar, as extensive diary management task, to avoid potential clashes with his various appointments; Set-up the CEO's travel arrangements; Handled inventory for company supplies like bond papers, pens, markers, etc. If needed, I placed orders to different suppliers. For budget purposes, I handled bidding of different suppliers and chose the best for the company; Performed general clerical duties like faxing, photocopying, mailing and filing; Coordinated and set-up company trainings on a weekly basis; Prepared and maintained company expense report; Maintain confidentiality at all times; as requested by the CEO.
Systems Sales Consultant
Decision Systems Corporation
February 2001 to September 2001
Handled, maintained, and developed company relationship with clients; did research work of competitor's products, handled collection problems of accounting department for accounts/clients handled; handled product presentations and presented proposals to possible clients; handled telemarketing to widen company clientele; attended seminars sponsored by suppliers, Prepared proposals to different clients; prepared and presented minutes of all clientele meetings to the President and to the General Manager; as requested by superiors.
Marketing & Sales Assistant
Decision Systems Corporation
July 2000 to January 2001
Assisted sales personnel in making proposals and research work; Received and handled department's client calls; Made departmental letters and memos; On-hand training to become a sales staff; Performed client visits; Managed and handled the department's petty cash budget and purchasing function; handled the making of company and our clients' brochures; Prepared departmental memorandum, minutes of all meetings and different correspondences; performed telemarketing to assist sales personnel; as requested by superiors.
Customer Service Team Leader Ad Hoc Administrative Assistant, Recruiter, and Trainer
Decision Systems Corporation
February 1994 to June 2000
Performed the preliminary interviews for the Customer Service applicants; provided administrative support to the Customer Service Manager. Administrative support includes but not limited to: Receptionist, provided professional company image through in-person and phone interaction; Handled follow-up of the installation, pull-out, and service calls of all engineers; Assisted and performed on- site installation, pull-out, and on-call services for the different clients' Point-Of-Sale (P.O.S.) terminals; Received, handled, and resolved clients' problems with regards to the use of their Point-of-Sale (P.O.S) terminals and computers; Prepared departmental memorandum, minutes of all meetings and different correspondences; Assisted other customer service representatives with their responsibilities; Set-up and coordinated meetings; Created and distributed agenda and minutes of all meetings; Handled inventory and placed orders for departmental supplies like bond papers, pens, markers, etc. Performed general clerical duties like faxing, photocopying, mailing and filing; Managed and handled the department's petty cash budget and purchasing function; Assisted all the needs of the Cebu branch Customer Service Section; Organized, handled, and maintained all the pertinent files of the clients; Accomplished all reports on-time including call volumes and services; coordinated and organized various matters to external and internal customers; Coordinated, set-up, and performed departmental and merchant customer service trainings as the need arises; Accomplished the needed course outline for the training of all the customer service staff; Handled the training of the new and old Customer Service staff, as needed; During peak days of the merchants/malls, performed stand-by duties as additional support to all engineers; as requested by the superiors; As requested by superiors.
Administrative and Executive Assistant
A.Bylsons Corporation
March 1993 to January 1994
Prepared departmental memorandum, minutes of all meetings and different correspondences; handled incoming and outgoing telephone calls of site director; Handled, managed, and coordinated the director's daily schedules; Entertained departmental visitors and clients; handled attendance reports for payroll and benefits purposes; Handled and performed recruitment task and training of company personnel; assisted company nurse as the need arises; Set-up the director's travel arrangements; Handled inventory and placed orders for company supplies like bond papers, pens, markers, etc. Performed general clerical duties like faxing, photocopying, mailing and filing; maintained confidentiality at all times; as requested by the superiors.
Education
Master in Arts in English Language Teaching (undergraduate) Philippine Normal University - Manila
October 2003 to March 2008
BSEEd in Elementary Education (distant learning)
San Jose Christian Colleges - Nueva Ecija
October 2002 to March 2003
BS in Elementary Education-Supplemental
University of Perpetual Help Rizal - Las Piñas
June 2002 to October 2002
Bachelor of Science in Psychology
Colegio de San Juan de Letran - 1993
1993
Skills
• Microsoft Office (10+ years)
• Customer Service Skills (10+ years)
• Recruiting (7 years)
• basic bookkeeping (10+ years)
• Budget Management (10+ years)
• Budget Development (10+ years)
• events planner (7 years)
• Administrative Skills (10+ years)
• Training Delivery (10+ years)
• Data Entry (10+ years)
• Research (10+ years)
• problem solving
• Teaching (7 years)
• Typing (10+ years)
• Communications (10+ years)
• Powerpoint (10+ years)
• Organizational Skills
• Filing (10+ years)
• Sales (10+ years)
• Public Speaking
• Contract Management
• Google Suite
• Schedule Management
• Live Chat
• Personal Assistant Experience
Assessments
Verbal Communication — Proficient
August 2020
Speaking clearly, correctly, and concisely
Full results: Proficient
Data Entry: Accuracy — Expert
September 2020
Entering data quickly and accurately
Full results: Expert
Work Style: Conscientiousness — Highly Proficient
September 2019
Tendency to be well-organized, rule-abiding, and hard-working. Full results: Highly Proficient
Call Center Customer Service (US) — Highly Proficient August 2020
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Administrative Assistant/Receptionist — Proficient September 2020
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
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