Virtual Assistant
Resume:
Brgy Navarro, Gen Trias 4107
nointernetcallcenter.wordpress.com
@jennydelcarmen
**********@****.***
V I R T U A L A S S I S T A N T
JENNIFER
DEL CARMEN
CONTACT ME AT
Provides voice, chat & e-mail
customer service support to various
processes
Recommends and executes process
improvement projects in behalf of
clients with weekly reports
In charge of escalations for both phone and
chat
Managed a team of 28 customer service
associates.
Authored training materials for several lines
of business as a subject matter expert
Managed a team of 15 customer service
representatives from nesting, boot camp to
production
Operated as a Team Leader under the
Bottom Quartile Management during off-
peak seasons
Resolved managerial & executive (site-level)
escalations
Project Consultant
Project-based (Various clients)
Apr 2022 - Present
Resolution Specialist
Amazon Operations Philippines Inc
Dec 2018 - Apr 2022
Team Coach
Fidelity National Information Services
Dec 2015 - Oct 2018
WORK EXPERIENCE
PERSONAL PROFILE
More than thirteen years of delivering excellent
customer service with competence and leadership.
Comprehensively trained to analyze, interpret and
present data as well as develop and execute action plans through Six Sigma methodologies.
In charge of phone escalations for
nesting teams
Provided feedback for supplement
agent learning
Subject matter expert for nesting
Led calibrations and process
improvement meetings
Assisted nesting team
Resolved Tier 2 billing and technical
concerns
Received awards as a top performer
Resolved technical concerns over phone,
chat, and e-mail
Resolved customer concerns over
phone, chat, and e-mail
Received awards for customer service
Team Leader
ePerformax Contact Solutions
Sept 2014 - Mar 2015
Assistant Team Leader
Alorica Feb 2014 - Aug 2014
Subject Matter Expert
VXI Global Solutions Dec 2012- Jan 2014
Technical Support Representative
Convergys Oct 2010 - May 2011
Customer Support Representative
Sitel Apr 2009 - Oct 2010
SKILLS
Far Eastern University
Mass Communication, 2011-2013
Manila Central University
Nursing, 2009-2010
First Asia Institute of Technology and
Humanities
Nursing, 2007-2009
EDUCATION
Customer Service
Project Management
Operations Management
Content Writing
Data Analytics
Instructional Design
PROJECTS
Fulfillment to Planning Visualizer
(F2P Training lead)
Gizmo tool
Magnify tool
GBRS Performance Dashboard
DART Directory
DART Nesting Agenda
DART Cheatsheet
No Interview Call Center
Retail Nesting Agenda
Retail Cheatsheet
SDS Cheatsheet
Bottom Quartile Management
2022
2021
2020
2019
2018
Able to provide chat and e-mail support with at least 85%-90% CSAT scores with at least 8-9 hr 1st response time. Authored Macros, Triggers, Shortcut & Automations. Able to replicate results to HelpScout.
ZenDesk
PROFICIENCY HIGHLIGHTS
Authored webpages that fits your brand through Elementor. Authored Helpdesk articles with a targeted copy writing style. Proficient with the following tools:
Yoast SEO, SEMrush
Grammarly, Hemingway Editor, Wordtune
EMV Headline Analyzer, Read-Able
Canva, Photoshop
Able to integrate support articles to a ZenDesk automations until the Chatbot has been fully operational.
Wordpress (Web design & Copy writing)
Authored CRM by automating forms to boards.
Created progress and pivot boards that updates in real-time. Able to integrate databases from MS Excel, Google Sheets, Sharepoint, etc. as well as Trello boards in the effort to encourage transparency and optimize performance.
Monday.com
Created a task manager and CRM for both personal & team use. Integrated Slack, Discord, Google Calendars. This increased our productivity and quality by 35% across all departments. Authored an internal Knowledge base for staff members to ensure safety of the client's proprietary information . Notion
Created databases available to both 3rd party and individual contractors. Integrated existing Trello boards
Set up Inbox Zero for staff members to ensure maximum productivity every work day.
Google Drive (Docs, Sheets, incl. Gmail)
Proficient in making narratives, reports, presentations that is both meaningful and aesthetic.
Able to automate tasks for letter generation, reports and other collaborative work
Microsoft Office (Word, Excel, Powerpoint, etc.)
Mark Cenicio Group Manager
Maricel Caberte Group Manager
Jaime Paolo Jacinto Team Manager
Sheilaila Labastida Team Manager
Racel Anne Reyes Team Manager
Alexandra Zabala Quality Analyst
Ma. Vida Veronica Romano Human Resources
Phone number: +63-999-***-****
Phone number: +63-908-***-**** *******@******.*** Contact information : +63-927-***-**** *******@******.*** Phone number: +63-966-***-****
Phone number: +63-917-***-**** ******@******.*** Phone number: +63-961-***-****
Phone number: +63-968-***-**** *******@******.*** REFERENCES
Mary Rose Emberador Senior Operations Manager
Santiago "James" Riosa Business Analyst
Jeffrey Gonzales Business Analyst
Noel Christian Alcarion Subject Matter Expert
Phone number: +63-917-***-**** +63-999-***-****
Phone number: +63-956-***-****
Phone number: +63-969-***-**** +63-915-***-****
Phone number: +63-915-***-****
Contact this candidate