Resume
Work Experience
Communications Assistant | Feb 2019 - Jun 2021
STELLAR - CLEAR CAPTIONS
• I listen to phone conversations and repeat what I hear real time into a voice recognition software which enables our hard of hearing customers to read what the other party is saying.
• This position requires good enunciation, speed, accuracy and the ability to be able to understand when people speak really quick or in thick accents.
• It is also nice to know that we are able to help people who are hard of hearing have conversations and not have such a hard time.
All around support. (Order Manager, Email, Chat, Phone Support, Claims mitigation). | Mar 2018 - Jan 2019
MICROSOURCING - 5 COMPANIES, 1 ACCOUNT
• Very similar to being a virtual assistant. There were only 3 of us handling all of the tasks mentioned above. Eventually I was the only one left .
• I started as an order manager. We worked for 3 men who started a business and had 5 different companies that we had to handle.
• They were all online furniture stores and each store had different logins, websites, record trackers and files. So we all had to be extremely focused during shifts, and had to be very careful as it could affect our revenue greatly.
• We also had to be very specific when it came to posting products and measurements and when creating shipping labels. Quick when it came to looking for alternative ways to satisfying customers' needs. We had to have good memory to be able to to remember which products from which site, to know who our best contacts were. and knowing where to find certain items that customers would be interested in.
•We would handle small orders and bulk orders so accuracy was crucial.
Retentions Agent | May 2017 - Jan 2018
RESULTS - SIRIUS XM
•I started working for Sirius XM as a customer service representative but got promoted to the retentions department in just a few months.
•This position requires us to be very good in communication with our customers being able to convince them to continue with our service and even sell them more products.
• We were taught how to speak to them like they were our friends and not customers.
• Was given the opportunity to coach some newbies.
Business Order Manager | May 2016 - Jan 2017
ACCENTURE - VERIZON
• As a business order manager, I would stick with our clients throughout the whole process until all their orders for our services were set up and complete.
• This position required us to be very organized with our email folders, trackers and notes. We had to constantly be aware of what was going on with each order and know who we had to reach out to make sure that the order was constantly progressing. We were taught how to converse in a very professional and formal manner.
• We were required to learn many technical terms and processes which in fact, I never had knowledge about before I worked with them.
CSR and Retentions representative | Jan 2015 - Apr 2016
DISH NETWORK
• This was my first job in the Philippines and my first call center job
• I was a customer/technical support agent for just a few months and got promoted to the retentions department.
• We had to be able to navigate our tools very quickly, knowing where to find certain things to be able to help our customers with.
• We had a daily goal of saving at least 80% of the customers we spoke to that day but 100% was very doable.
• We had to be very good at handling many irate customers each day.
• Shortly after i was promoted to the retentions department I was given the opportunity to coach a few newbies again.
• I was offered to be a trainer for the retationtions team because of my outstanding performance.
Education and Skills
Foundation for Mass Communications | 2017 | Undergrad
KAPLAN INSTITUTE SINGAPORE
2009-2012
WHITLEY SECONDARY SCHOOL SINGAPORE
Score: 7
British Council for IELTS
• Customer Service
• Social Media Management
• Email, Call, Chat management
• Order Management
• Content Creation
• Graphic Design
• No problem working under pressure
• Able to work alone and in a team when needed.
