Customer Experience Virtual Assistant | OnePet
April 2021 - Present
Tasks:
- Providing Virtual Assistance to the Vice President of Customer Experience
- Creating reports daily to monitor inbound/outbound contacts and presenting them to the management
- Taking notes of some trends and possible issues that may arise
- Ensuring the agents have the tools they need to provide an excellent customer experience
- Building a custom dashboard that will help monitor the team's productivity and performance
- Providing feedback to the agents to guide them in providing quality service
- Training the agents and ensuring they are updated with the changes in the internal processes.
- Creating meeting notes and ensuring everyone is aware of the agenda
- Creating SOPs for the team to use as a reference in assisting customers
- Gathering ideas and suggestions to improve customer experience
- Managing fulfillment errors and replacement reports
- Creating weekly metrics to monitor agent's performance and contact reports
- Onboarding new tea-----------mbers
- Assisting customers through all channels
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Customer Service Representative | TELUS International Philippines
September 2014 - May 2022
Tasks:
- Managing customer service inquiries through calls, chats, and emails.
- Helping customers with order inquiries
- Troubleshooting technical Issues with their Fitness Devices, Account Management, and Subscriptions.
- Assisting customers with using their Fitness devices and setting up their accounts.
- Answering basic and technical questions related to their devices/accounts.
- Handling refunds and return requests.
- Ensuring the SOPs are followed throughout the process.
I have excellent product knowledge skills, which I have developed over the past seven years. The most challenging and rewarding part of my journey is how I've learned to adapt to change. We have weekly updates about our internal policies, new product, and release software interfaces. I've learned to build good relationships by providing excellent customer service despite different situations.
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Virtual Assistant | LinkedIn Account Manager | JAQ Business Solutions
August 2019 - December 2020
Tasks:
- LinkedIn Profile Optimization
- Connecting with potential leads
- Sending Messages and follow-ups to increase business engagement
- Generating Leads through LinkedIn Prospecting using Sales Navigator
- Following an effective system in lead generation
I help business owners optimize their LinkedIn profiles, and provide content with values related to the business. I provide leads through LinkedIn connections using effective strategy which provide great results.
