Customer Service Representative, Freelance Admin VA, Supervisor
Resume:
GIZELLE MAE AYCOCHO
*** ******* ****** ** *** Isidro Sur Lagonoy Camarines Sur
email: ************@*******.***
Objective: To obtain a fulltime position in a company that offers a professional working environment and enables me to grow while meeting the corporation’s goals. Scholastic Profile:
Partido State University
Rizal St, Goa, Camarines Sur
Bachelor of Science in Information Technology, March 2013 Professional Profile:
• Trust-worthy individual with dedication in accomplishing task competently
• Strong analytical skills that enable systematic execution of responsibilities
• A fast-learner and can perform capably as an individual or within a group Professional Experience:
• Executive Virtual Assistant – January 2021-January 2022 (Freelance, U.S Real Estate Broker)
o Administrative tasks- Updated over 500 client’s information every transaction, using;
Boomtown-To add and save client’s information, to send them a property that they prefer, sends blast message and email and to extract some transactions
ClientBay- tool that I used to get personal information of a client and to also get transactions from
Openphone- a tool which I use to call clients from U.S,I have my own contact number in U.S
Redfin- I used this tool as my dialer
Hubspot- wherein I saved client’s information, used to send emails and texts
Keap-A tool that I used to save client’s information HIS- to search for client’s present and future addresses and to see if they still own the property
G-suite- send emails, book an appointment in google calendar, manages emails of my client.
Spread sheet- This is what I use for my day-to-day task, updates and saved all important information of a client.
• Customer Service Representative \ Travel \ Retail-Escalation Supervisor Concentrix, Philippines, U.S account October 2019 – 2021 o Inbound/Outbound call- placed order and assisted with their requests over the phone
o Escalation- calls that are escalated and complicated, clients who asked for a supervisor
o Email Support- email to retain customers, used to communicate with customers
o Subject Matter Expert- supported new hires and tenured agents. Trained over 100 agents
o Email Support- Assisted clients through email, with complex concerns and complaints and also processed orders
o Flights Reservation – Booked flight within U.S only and assisted with their concerns
• Customer Service Representative \ Sales \ Technical Support \ Billing – Quantrics Naga,Philippines Canadian account; July 2018 – September 2019 o Inbound Tech Support Mobility- to troubleshoot
o Sales Consultant for a Canadian Telco Company – to pitch in a sale and required to be in quartile 1,2 or 3 every month. And I was a consistent agent quartile 1 or 2.
o CSR for a Canadian Telco Company-resolved customer’s concern our first call resolution should be above 90% and I always hit the target o Billing Support for a Canadian Telco Company- provides and calculated their monthly bill esp. prorated charges
Tool: CRM
• Customer Service Representative – Stellar Philippines Inc., Australian account January 2016- May 2018
o Inbound Telesales\CSR for a cruise reservation company for APAC region Booked cruise around Australia and assisted with their concerns, resolved concerns
o Virtual floor support for account new hires- supported new hires and tenured agents
Tool- DOS based, a tool that you need to only type all commands
• Customer Service Representative \ Sales \ Technical Support \ Billing - Sutherland Global Services, Philippines U.S account Nov. 2014 – Sept. 2015 o Multi-queue advisor for an American Telco account (AT&T U-verse) Closed a sale everyday with $200-$300 revenue, required revenue was
$150-$200 per day
Customer service- explained and calculated their bills monthly, collected payments as well
Tool: CRM
SKILLS:
Computer: With Familiarity in Microsoft Word, Excel and PowerPoint, CRM Language: Filipino (native), English (fluent)
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