Summary

Work experience

• Virtual Assistant

  HIKINEX

  2022.06-Current

  (3 years)
• Customer Service Representative

  HIKINEX

  2022.02-Current

  (4 years)

  HIKINEX is a Multi•Channel integrated service provider that supports companies where and when they need us. Our goal is to help companies scale fast and drive profit. We leverage U.S. and OffShore resources (Manila) to provide superior support services at a fraction of the cost. We excel in the following key verticals: • CX (Customer Experience) • SOS (Sales Outsourcing Solutions) • RPO (Recruit Process Outsourcing) • eDiscovery Staffing (Offshore Project Management and Data Technicians) • BackOffice Support (Accounting, AR / AP, Executive Support and Administration) www.Hikinex.com www.Hikinexworkforce.com (eDiscovery) Scale Fast, Drive Profit – You CAN do both with HIKINEX! Show less
• Content Moderation Associate

  TaskUs

  2019.05-2022.01

  (3 years)

  • Review posts, photos, videos and listing content according to the clients policies, workflows and targets while upholding a high standard of accuracy and quality • Review content that has been flagged by our users or systems and escalated • Investigate and resolve complex issues regarding content within agreed•upon turnaround times and standards of quality • Understand and remain current with community guidelines and review content in accordance to defined policies and procedures • Stay up to date with current events and news in the U.S. • Maintain a consistent and transparent review methodology • Consistently meet daily and weekly targets Show less
• Collections Specialist

  Altair Global Solutions

  2018.05-2020.11

  (3 years)

  ● Do outbound calls and find people who owe money from overdue bills and negotiate payments. ● Third Party Collection
• Customer Service Associate

  VXI Global Solutions, LLC

  2017.04-2018.05

  (a year)

  ● Effectively address concerns about telephone service, wireless reception, dial•up Internet connectivity and billing issues. ● Helps customers acquire service or directs them to technical experts who can help with telecommunication problems or issues. ● Describe new products and services to interested customers. ● Solve minor technical difficulties that may require a customer to restart or retry a particular function ● Metrics (AHT, VOC)
• Team Lead / Trainer

  SPi CRM

  2015.01-2017.04

  (2 years)

  Team Leader (1800flowers.com) ● Responds to phone or e•mail, non•technical service requests from customers. ● Responds to and resolves escalated issues and/or unique or complex requests from customers. ● Monitors daily workflow and ensures that correct procedures are followed. ● Identifies system and workflow improvements to enhance the team's efficiency. ● Coaches and guides less experienced team members. ● Assist manager with scheduling and time reports. ● Authorizes approval for special adjustments or exceptions for a customer. ● Handles Supervisory calls. Trainer (1800flowers.com) ● Conducts training sessions covering specified areas such as on•the•job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge. ● Reports on progress of employees under guidance during training periods. Maintain trainee records. ● Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies. Customer Service/Sales Representative Voice/Chat Support/Email(1800flowers.com) ● Greeting customers, interacting with potential buyers, offering information and responding to customer requests, handling transactions, and solving complaints. ● Responsible for resolving queries of the customers through e•mail and chat within the assigned TAT. ● Manage and take ownership of the resolution process for all customer related issues ● Inform member of current promotions and new or updated products. ● Offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than through live chat. ● Metrics (AHT, VOC, Sales Conversion Show less

Educational experience

• Polytechnic University of the Philippines

  Bachelor of Engineering - BE, Electronics and Communications Engineering

  2017.01-2021.01

  (4 years)