Leah Denzil De Mayo Angat

LEAH DENZIL M. ANGAT Phase 1 Block 3 Lot 77 Lakeville 2 Subdivision, Sinalhan, Sta Rosa, Laguna Mobile# - Email Address:- OBJECTIVE: Enthusiastic and resourceful Virtual Assistant looking forward to building a long-term relationship with clients to help them manage their businesses. Bringing almost ten years of experience in Customer Service, Admin Support and four years in teaching both kids and adults. I want to utilize my expertise in using different applications and software, my communication skills and public relations skills to help businesses grow. And my top priority is building a continuous professional relationship with my clients to ensure every project is a success. EDUCATION: Philippine State College of Aeronautics Villamor Airbase, Pasay City Bachelor of Science in Aircraft Maintenance Technology Major: Aircraft Maintenance June 1996 – March 2000 SKILLS ● ● ● ● ● ● ● ● ● ● ● ● ● Email Management Calendar Management / Scheduling Appointments Internet Research Wordpress Management Social Media Management Providing Good Customer Service Google Documents and Spreadsheets Powerpoint Presentation MS Word and Excel MS Publisher Photo Editing using CANVA Transcription Data Entry WORK EXPERIENCES: IQOR Philippines September 2019 - Present Technical Support Specialist, Collections Specialist and Customer Care Specialist - DirecTV Technical Support ● ● ● ● Mainly provides technical assistance and assists customers with troubleshooting to resolve technical issues with their services Responsible for creating field technician dispatch if necessary. Submits net escalations ticket to help report unknown issues that company Back Office Supports and Engineers can work on to resolve issues and to prevent it from recuring. Processes upgrade, replacement and ordering of equipment for customer - DirecTV Collections ● ● ● Responsible for collecting past due balances from customers. Assists customers with payment arrangements for their past dues. Processes restoral of services in suspension status. - DirecTV ISM ● ● ● Handles customer account inquiries, processes payments for customers and all billing concerns. Help customers in managing their accounts including making changes to their monthly package, add-ons, ordering PPVs and additional equipment. Assisting eligible customers in signing up for a new service and setting up new accounts for them. 51Talk December 2015 – April 2019 Online English Teacher ● ● ● ● ● ● ● As an English Teacher I make sure that I help my students improve their listening, speaking, reading and writing skills through an individual session. Utilizes exceptional English language knowledge and classroom management abilities to provide a conducive learning environment in an online class setting. I plan and prepare special activities that will make kids’ lessons enjoyable, fun, interesting and engaging. Adjusts to my student’s learning pace depending on their ability to learn and their skills. Total Physical Response, gestures and realia are used for class engagement. I also check and assess my students’ work, making sure that they fully understand the lesson. I even communicate with my students’ parents through social media to report their children’s progress and developments and send them some pointers to review for their children. COGNIZANT TECHNOLOGY SOLUTIONS April 2014 – September 2015 - VOYA Life Insurance / FINRA Series 6 Licensed Senior Process Executive for Retail Life Data Entry ● ● ● ● ● ● Reviews documents from applicants of life insurance. Encodes all information written on documents received from applicants. Ensures information received matches all information entered in the system. Responsible foir verifying correct information from agents regarding the applicants. Submits request for missing documents needed to process client’s application. Forwards all complete documents to Case Manager for second review Senior Process Executive for Retail Life Issue/ Reissue Department ● ● ● ● ● Reviews all final documents ready for issuance of Life Insurance contracts. Receives and processes payments from Life Insurance applicants. Returns „not in good order‟ documents to Case Managers and Underwriters to request for a new document. Issues contracts of applicants for printing and mailing. Reissues contract returned by agents for any discrepancies or corrections and amends all request for applicant information changes. Financial Consultant for Voya Annuities ● ● ● Responsible for answering calls from annuitants, agents and owners of Variable Annuity Policies of Voya inquiring about contract details, riders and investments in the portfolios. Processes request for portfolio reallocation, withdrawal and annuitization of contracts. Processes client‟s request for any information changes within the policy. SUTHERLAND GLOBAL SERVICES, INC August 2012 –March 2014 -PayPal North America Account Consultant for SSP1, SSP2 and PSS ● ● ● ● ● Handles inbound calls from customers inquiring about their payment statuses and transaction history. Responsible for making adjustments on customer’s account to provide better customer satisfaction, such as providing reasonable credits and overriding the system according to permission. Answering emails from customers with regards to their inquiries. Making outbound calls to provide better resolution to customer’s concern, going the extra mile to provide total satisfaction. Assists customers with basic troubleshooting for website, shipping and button integration issue. SYNNEX-CONCENTRIX January 2012 – July 2012 -DISH Network ● ● ● ● ● Responsible for receiving calls from customers inquiring about their coverage/package Quotes correct and accurate pricing for customers who wants to upgrade their package or get additional add-ons. Provides correct information about customer’s service status. Handles Technical Support level 1. Scope of which are basic troubleshooting for service connection issues and account activation. Responsible in promoting and up-selling better packages and add-ons to customers which may result to better customer experience. VXI GLOBAL HOLDINGS March 2010 – December 2011 -DirecTV Sales and Loyalty Support ● ● ● ● ● ● ● Responsible for handling calls from customer’s trying to cancel their account just before the installation schedule, making sure that these customers retain their account. Processes rescheduling of installation schedule for customer’s convenience. Handles adjustments on customer’s account by adding additional channels, processing changes on the package based on promotions and providing discounts to customers just before the installation of service. Escalates technical issue that occurs during installation. Provides accurate information to customers regarding their account, specifically about the package they signed-up for; the coverage, pricing and installation schedule, for customer’s satisfaction. Maintains quality customer service by hitting key performance indicators, including QA scores, AHT, Save Rate and Cancel Rate. Promotes and up-sells higher packages and additional services or add-ons. - Vonage Care ● ● ● ● Responsible for providing accurate information about customer’s account. Assists customers with any changes on their account. Handles billing and processes adjustments on customer’s bill if necessary. Delivers excellent customer service. ICT MARKETING SERVICES, INC. July 2007 – March 2009 - Semperian/GMAC Auto Finance Services - VMC / Virgin Mobile Canada ● Gives quality customer service through providing most accurate information about the product that meets customer’s expectations. ● Provides “first call resolution“ to customers calling for complaints or assistance to satisfy customer’s needs and minimize call time that benefits the company. ● ● Maintains highly professional work environment by treating colleagues with respect and dignity. Hit product metrics such as quality assurance and call handling time for personal product efficiency and company profit. PEA TOll WAY CORPORATION (PEATC Coastal Rd, Paranaque City) - Toll Teller November 2002 – February 2004 ● ● ● ● Responsible for collecting toll fees from tollway users. Proper cash and collection handling. Gives quality customer service and convenience to customers. Gives 100% customer satisfaction by causing no delay to customers. PERSONAL INFORMATION ▪ Date of Birth : 12 March 1978 ▪ Marital Status : Single ▪ Height : 5‟ 4” ▪ Weight : 119 lbs. CHARACTER REFERENCES 1. Sheba Ermitano - Senior Process Executive at COGNIZANT Technology Solutions-. Mary Joy Alfaro - Customer Service Specialist-. Eliza Joyce Seballos - Customer Service Specialist at ASURION-