Radiant Goods Ltd. - March 2017
Position: Amazon Virtual Assistant/ Product Hunter
Function:
- Amazon Seller Assistant (order processing, email management, monitoring and managing customer feedback, monitoring product inventory, campaign management)
- 3PL
- Shipment
- Product Research
- Shopify (order processing, management)
- Adhoc tasks as assigned.
Jennifer's Driving School - January 2015
Position: Virtual Assistant
Function:
- Social media management (Testimonial postings on Facebook, Google+, Instagram, Pinterest, and Twitter)
- Data entry. Collates and organize lesson inquiries.
Taxi7 – Sept 2014
Position: Part Time Dispatcher/ Reservationist/ Customer Service Representative
Function:
Dispatcher:
-Schedule and dispatch drivers to appropriate locations based on customer’s request.
Monitor drivers and assign trips to each on a daily basis.
- Responsible for tracking driving situations on a day-to-day basis.
- Communicates with the drivers from time to time to be able to track them and give instructions.
Reservationist:
- Handles phone calls and emails from customers who are looking for a taxi limo ride.
- Negotiate to offer the best possible rates and be able to keep the customer.
- Ensures customer satisfaction by practicing proper call and email handling always with a good attitude towards the clients.
TGK- Asia Consultancy Services– May 18, 2011
Position: Resource Management Officer /Back Office Personnel (Home based)
- Assist in plotting schedules based on forecast requirements, agent availability, and vacation tracking to help the account needs.
- Takes call notifications from agents who will be tardy or absent based on the specified rules and regulations.
- Inform agents with attendance violations or schedule adherence problems of the number of their infractions based on the infraction guidelines.
- Queue Management.
- Approve short breaks/ lunch breaks.
- Attend weekly and daily staffing meetings with management regarding forecasts and identifying risks.
- Fill overtime and undertime availability.
- Monitor and manage daily staffing levels.
- Point of contact during DARP (Disaster Avoidance and Recovery Procedure) mode.
- Conducts coaching sessions with agents who have incurred 3 instances of attendance violation within the week.
- Send Daily, Weekly, and Monthly Reports for the following:
1. Over break Report
2. RM Attendance Report
3. Infraction Points Report
- Coordinate with the recruitment team on interviewing and hiring new consultants.
- Schedule and perform new consultant contract signing.
- Conduct new consultant orientation on the company’s policies.
- Act as a helpdesk for consultant’s general and administrative inquiries.
- Perform other duties and assignments as directed.
Other Task: Customer Service Representative/ BACK OFFICE PERSONNEL:
Function:
- Tracking and updating the shipping information of customer’s orders
- Email response handling
- Order Confirmation/processing
- Data entry.
- Chat Support
SYKES Marketing Services; Legacy, ICT - Oct. 21, 2008
Position: Quality Assurance Specialist
Function:
• Provide subject matter expertise.
• Monitor inbound calls to ensure that quality of service is provided to the customers who inquire about their auto loan account.
• Identify the areas in which the agents need to improve.
• Coaching agents regarding their areas of opportunities.
• Give feedback to the Team Leaders to help them on monitoring the performance of their agents.
• Participate in calibration sessions to ensure that precision and accuracy are being applied to every call that the customers make to the center.
• Send daily center reports, monitoring, and executive session recaps.
• Identify trends and come up with action plans to address general areas of opportunities.
ICT Marketing Services Inc. - OCT 01, 2007
Position: Customer Service Representative
Function:
- Provide general information to the customers regarding their financing plans.
- Assist customers regarding their account status & providing them the information they need regarding their purchased or leased vehicle with the company (runs pay-off quotes, renewals, re-bills, etc.)
- Create tracking requests (for copies of the contract, title, payout letter, billing statement, payment history, etc.) forwarded to the appropriate department for letters/documents to be processed and sent to the customers.
- Assist customers in accessing their accounts.
