Ma. Theresa Española

MA.THERESA ESPAÑOLA VIRTUAL ASSISTANT AREAS OF EXPERTISE: CONTACT ---Las Piñas City, NCR, PH live:therryve EDUCATION Dr. Filemon C. Aguilar Memorial College of Las Piñas BS Accountancy Apps and Softwares: Appointment Setting Administrative Assistance Quality Assurance Bookkeeping Telemarketing Customer Service Lead Generation Social Media Management Graphic Design Email Support Google Docs Excel and Spreadsheet Reporting Data Entry Hubstaff Skype Ring Central Google Suite Zoom Quickbooks Xero Salesforce XenCALL Dropbox Toky Vulcan 12 Kayako Canva Filmora PROFESSIONAL EXPERIENCE - -email support2nd yr BS Inbound Sales Customer (8 years same company) Agent Accountancy Service Agent 2017 Back office Agent 2017 - present Virtual Assistant/QA/ Lead Generation Agent/ Appointment Setter Homebased Work Experience Web Hosting/Real Estate Company August 2019 - May 2021 Demand Science Team Philippines, Inc. | A Pure Virtual Assistant (Web hosting) . Handled billing and level 1 technical support calls, Incubation Company (Home-based) May 15, 2017 – September 7, 2017 chat and emails. . Processed orders for new products. Created invoices Virtual Telemarketer for the charges. • Qualified prospects based on the need of the client • Called qualified prospects to offer an authoritative Virtual Assistant (Real Estates) report . Did system walk-through to new clients. • Generated the required number of leads in a day . Handled calls and emails about the real estate lead system. . Did invoicing and order processing. Convergys Philippines Services Corporation (BPO) April 20, 2009 - February 9, 2017 Elite Capital Homes April 2020 - April 2021 (part time) 1. Account Management Specialist - Backoffice (April 2012-February 9,2017) Real Estate Cold Caller Called cold leads to see if they would consider an offer for their property. Set appointment with interested leads so they could speak with the realtor. Had to get property and client information during the call for qualifying purposes. • Handled escalated offers concern • Manually corrected system errors affecting customer's account • Applied adjustments and processed refunds to accounts with escalated billing issues • Received call from inbound frontliners needing help with special tools Liberatore Group 2. Email Support Specialist (December 2011 - April November 2019 - April 2020 (part time) 2012) • Answered customer email sent through the company Appointment Setter website Called leads in a given industry to offer digital • Acknowledged, understood, identified and offered marketing services. resolution to customer's concern using written format Gathered needed information from leads to be able • Promoted positive customer experience to advocate to send them information via email. loyalty from customers 3. Senior Customer Support Specialist - Agent level 4 Grand Teton Professionals May 2018 – July 2019 (April 2009 - December 2011) • Handled inbound call from customers with billing issues Sales Fronter • Called warm leads to schedule a phone appointment with the partner Sales Representative. • Provided some basic information about the products or brands available as needed. • Assisted the Sales Representative with follow-ups or • Did minor technical troubleshooting concerning customer's television service • Did upselling and reselling of company's ala carte and add on packages • Provided overall positive customer experience callbacks when necessary. • Persuaded leads to sign up for a credit monitoring account online. eTelecare Global Solutions January 2008 - April 2009 Route Global Services Inbound Sales Representative September 2017 – March 2018 • Accepted inbound calls from customers wanting telephone service that runs through internet service Virtual Assistant / Quality Assurance Specialist (VOIP) • Did quality audits on the leads generated daily • Processed order request and redirects non-sellable • Handled group and one-on-one calibration session with agents and team leaders • Generated end of day report and sent the summarized observation for the day • Did data reporting and hourly reporting to clients calls to the right department • Was awarded as one of the "High Flying Vonage Eagles" having an excellent score across all metrics including attendance, sales, QA and CSAT.