Donna Joy Lim

DONNA JOY LIM Mobile: - Email:-Skype: donnajoylim Davao City, Philippines OBJECTIVE: I want to be part of a success where I am able to grow and excel together with our team. EDUCATION: Brokenshire College (2009 – 2010) BS in Business Administration – Major in Marketing Management Ateneo de Davao University (1999 – 2002) BS in Commerce – Major in Management Accounting WORK EXPERIENCE: Freelance Virtual Assistant (project based/consultancy) Duration: February 2014 – present Designation: General Virtual Assistant for US based retail clients  Research on contact lists of potential b2b clients  Recruit and interview new VAs  Coach and train new VAs  Manage a team of VAs  Send email campaigns to potential b2b clients  Data entry, data organization, data mining, internet research  Order processing (invoicing, fulfillment, payment, shipment status, refund, and replacement)  Transcribe PDF/JPEG files to MSWord/MSExcel format and vice versa  Generate leads through web research  Create reports in Google Sheet and Google Doc  Send/fill out contracts for signing through AdobeSign, SignEasy, DocuSign, and DocHub Designation: Real Estate Virtual Assistant for US based clients  Research property’s contact person  Research comparables of listed properties within the area  Calculate estimated repair value and after repair value of the property    Find distressed properties for renovation/rehabilitation Post ads of properties for sale on Craigslist, Backpage, and Social Media through Hootsuite Contact realtors, investors, brokers, and agents for status of properties for sale Convergys Corporation Duration: September 2013 – January 2016 Designation: Team Leader (Seasonal Ramp) - Macys.com and Bloomingdales.com  Take calls that agents can’t handle and be available when an agent appears to need assistance.  Motivate and encourage agents through positive communication and feedback  Communicate to Upper Management and Clients in making changes on policies and best practices for the improvement of the Operations Team  Audit agent calls for Quality and Client directives  Be available to affect the entirety of the team’s operations.  Keep track of team’s attendance, daily statistics, paid leaves, etc.  Present to the Senior Team Leader at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.  Present to the Senior Team Leader at end of each week a breakdown of the next week’s monitoring assignments and a plan for the team. Designation: Floor Support/ Subject Matter Expert (Coach) - Macys.com and Bloomingdales.com  Provide support, training, and coaching for newly hired trainees  Responsible for carrying out Team Leader tasks  Do floor walks and be visible to answer agents’ questions.  Disseminate new product information to the agents.  Create a forecast describing the things each agent will be focused upon.  In periods of excessive call volume, assists by taking inbound customer calls Designation: Sales and Service Representative 2 - Macys.com and Bloomingdales.com  Perform the tasks of handling customer calls for order entry, order status, and service recovery  Handle the tasks of monitoring, organizing, and coaching to the assigned mini-cluster on a daily basis  Responsible for communicating among mini-cluster heads for improving the team’s stats Outsource Link – Flatworld Solutions, Inc. Duration: December 4, 2012 – April 24, 2013 Designation: Real Estate Virtual Assistant – Order Desk Assignment  Job order assignment for Coester Appraisal Group/ CoesterVMS  Assign job order to a specific appraisers  Recruit appraisers outside of the network  Do outbound calls and send emails to appraisers as well as to clients/banks to give updates on the development of the job order status  Update job order status through Salesforce platform VXI Global Holdings B.V. Duration: March 2012 – October 2012 Designation: Customer Service and Technical Support Representative - AT&T  Address customer queries on basic account information, such as account status, billing details, and installation/repair appointments  Provide technical support for AT&T services Sutherland Global Services Duration: January 2011 – February 2012 Designation: Customer Service, Technical Support, and Sales Representative - Norton Antivirus  Troubleshoot issues on products and services to meet customer satisfaction  Promote and sell premium services in relation to computer issues  Identify new ways to increase the opportunities of sales and service Cyber City Teleservices Phils. Inc. (iQor Phils. Inc.) Duration: December 2007 – November 2010 Designation: Customer Service, Technical Support, and Sales Representative  Answer customer queries for DIRECTV installation  Close work order for DIRECTV technicians  Phone order processing for more than 10 US online catalogue accounts and TV infomercials  Check the status of their previous orders  Provide support to the sales team, ensuring all sales and service objectives are met COMPUTER SKILLS:          MS Office - Word, Excel, PowerPoint CRM - Salesforce, Rio- Siebel, Podio, Buyersonfire Google Apps - Docs, Sheets, Hangouts Real Estate - MRIS, Zillow, Craigslist, Backpage Dialer - Ring Central, AVAYA Softphone, X-Lite SIP Softphone, Skype Invoicing – Invoicetogo, Agiliron Payment – Paypal, Stripe, Square, Authorize.net E-Signature/PDF Editor – Adobe Sign, DocHub, SignEasy, DocuSign Others – Dropbox, Hiver, Google Drive PERSONAL INFORMATION: Date of Birth: October 19, 1982