Hannah Shannie Pepino

Hannah Shannie Pepino Davao City, Philippines | - |-EDUCATION University of Southeastern Philippines Bachelor of Science in Business Administration Bo. Obrero, Davao City, Philippines April 2012 WORK EXPERIENCE Mike's Online Solutions / Hexnub Amazon Virtual Assistant | Product Sourcer | Customer Service Miami, Florida / UK Mar 2018 – Mar 2024 • Utilized Amazon Seller Central to source products based on specific criteria, resulting in a 30% increase in profitable inventory. • Provided exceptional customer service through Seller Central, achieving a 95% satisfaction rate and resolving an average of 5-10 inquiries per day. • Managed account inventory by regularly checking for stranded and unfulfillable inventory, reducing losses by 20% through proactive monitoring and resolution. 51 Talk English Philippines Corporation Online English Tutor / Teacher Pasig City, Metro Manila Jan 2018 - Jun 2018 • Executed engaging lesson plans for Chinese students, resulting in a 30% improvement in English language proficiency scores. • Consistently created detailed lesson memos after each class, ensuring accurate documentation and facilitating effective review sessions with students. • Implemented interactive teaching techniques, such as gamification and role-playing activities, resulting in a 20% increase in student participation and engagement levels. Synnex-Concentrix Corp. Technical / Customer Support Expert Davao City, Philippines Oct 2013 - Jul 2017 • Provided level 1 customer and technical support for Netgear customers, resolving issues with networking devices, resulting in a 90% customer satisfaction rate. • Assisted customers through live chat, email, and phone channels, addressing an average of 20 inquiries per day and maintaining a response time of under 15 minutes. • Conducted in-depth replication of customer's reported issues to accurately diagnose and provide solutions to their concerns, resulting in a 30% reduction in escalations to level 2 support.