Dophnie Lorianne P. Ricarte
Your “go-to” Virtual Admin Assistant
LinkedIn: https://www.linkedin.com/in/dophnie-ricarte-/
Onlinejobs.ph: https://www.onlinejobs.ph/jobseekers/info/186725
PROFESSIONAL SUMMARY
I am a BS-Information Technology graduate, with 14+ years of professional
working experience in computer-related tasks. I am highly skilled in customer service and technical support (voice
and non-voice); in-depth root-cause data analysis; training and recruitment; telemarketing and outbound calls; and
admin tasks like data entry, proofreading, transcription, tutoring, research, SEO, real estate admin tasks and social
media management.
EDUCATION BACKGROUND
Graduated in 2005
Bachelor of Science Degree in Information Technology
Major in Business Software Development
FREELANCE WORK
In December 2014, I moved back to the Philippines, and have been working online as an Admin Virtual Assistant
since January 2015.
Real Estate VA Admin
Investors Edge Real Estate June 2015 – Present
Unit 2, 1808 Albany Highway, Kenwick
Perth, Australia 6107
Website: http://www.investorsedge.com.au/
Investors Edge is an Australian leading property manager servicing the wider Perth area. I am tasked to do the
following:
Ad-hoc Document Filing, Invoice Processing, Council & Water Rates Processing
PCR Reformatting, Cover Letter and Charge-outs
Lease and Management Authority Renewals/Processing
Lodgement Certificate Filing
Loss of Management Processing
Bond Final Inspection Report
PM Weekly Numbers Audit Report
CMAs and Rent Reviews
Sending Loyalty and Outgoing Surveys to Owners and Tenants
New Property, Owner and Tenant entry into Palace
Software, CRMs and other tools/websites used: Teamviewer, REST, Filesmart, Docusign, Google
Docs, REX Software, Real Satisfied Survey, CoreLogic RP Data, Palace, Key Tracker, Smoke Alarm,
Land Tax, Water Usage & Rates
Product Listing Specialist
BE Media Global May 2018 - September 2018
Las Vegas, Nevada
Prepared items for listing and provided accurate product descriptions:
Compile list of product keywords and search terms
Create and Edit Amazon product listing
Create and update Wiki pages for Amazon listings
Add, maintain and update eBay products via Joelister
Review product listings
Amazon Product Sourcing
Create & connect Amazon PPC campaigns to Prestozon
Create Feedback Genius Messages
Add to Shopify store
Add to FlyRice
Add to Product Listings Wiki
Update products in Skubana & Helloprofit
Update product costs in PPC scope
Social Media Marketing Virtual Assistant
Click Start Marketing April 2015 - June 2015
Penang, Malaysia
Assisted in admin tasks that involved:
Project Management
Sales and Marketing
Social Media for clients
Email Marketing
Prepare Reports
SEO research and content creation
Sales Representative
Business Development Resources January 2015 - April 2015
Michigan, USA
Made outbound calls to prospected clients inviting them to advertise with us for free through
thebdrteam.com; for mortgage interest premium rates reduction
Upsell for home improvement projects
Sent emails via Sales Force CRM to reach out to clients for follow-ups and appointment setting
PROFESSIONAL EMPLOYMENT HISTORY
I got employed right after I graduated in 2005. My first job was in Synnex-Concentrix, a BPO industry based in
Cagayan de Oro, Philippines, and I worked there for 3.5 years. Then I moved to Penang, Malaysia after getting
hired directly by Emerio Corporation. I worked in Penang for another 3.5 years. After that, I moved to Singapore
and worked for almost 3 years as a Technical Support Advisor for Apple Singapore.
L2 Technical Support Advisor
Apple South Asia Pte.Ltd. February 2012 – November 2014 (direct hire)
7 Ang Mo Kio Street 64, Singapore 569086
Handled inbound calls from end-users and other internal departments, who reported technical
issues with their iOS devices. Ensured100% customer satisfaction, which resulted in being the
advisor of the month for 3 consecutive months
Handled escalations reported by Level 1 advisors which required further technical research and
investigation
Submitted reports to Apple engineers for complex issues, and tracked these reports for emerging
issues
Ensured adequate support coverage by working evenings and weekends on a rotating shift basis
QA Data Analyst
Emerio Corporation September 2008 - December 2011 (direct hire)
Plot P27, Bayan Lepas Industrial Zone Phase 4
Bayan Lepas, Penang, Malaysia 11900
Defined and established the overall quality strategy and approached to determine, investigate,
and resolve data quality issues. Conducted QA compliance audits for all processes.
Established an on-going process to maintain quality data and defined quality audit processes.
Indentified and leveraged opportunities to improve the quality management processes, systems
and standards.
Worked closely with clients and internal business units to resolve any quality issues.
Ensured that all QA department personnel and level 1 agents are trained to perform their jobs
effectively.
Developed QA Plans and Review non-conformance of TSS and recommend remedial actions
including but not limited to modifications of processes or QA standards where warranted.
Initiated a recruitment procedure of sourcing, interviewing and training new hires.
Senior QA Specialist
Synnex-Concentrix April 2005 - August 2008
Block 2 Lot 3, Trade St, Cagayan de Oro
Misamis Oriental, Philippines 9000
Handled 18-25 inbound calls from Linksys customers for 6 months, before being promoted to QA
Specialist (April 2005 – October2005)
Monitored 6-8 inbound calls from escalation teams and L1 advisers
Attended weekly calibration sessions with Linksys headquarters to discuss the impact of the set
guidelines in the company’s sales return
Planned and implemented methods to improve overall call and quality standards
Prepared weekly data analysis to client on reasons for quality failures/process adherence, and
recommended remedial actions
Attended check and balance meetings with operations and training
Conducted calibration sessions with QA staff members across all three sites and with Operations
Provided weekly reports and analyses on overall TAC QA performance (Quality Report)
Prepared weekly and monthly productivity report of staff
Evaluated agents’ technical and soft skill performance against set standards by monitoring call
recordings and/or live phone calls
Project Management: pioneered the company’s first Extended Service Program, which is an
Upsell of technical services to Linksys clients, by establishing its processes and procedures,
working closely with the QA team
