Maolene Orillana

​Maolene Chris K. Orillana Objective My ultimate goal is to provide dependable, fast and quality service to the company. The Internet is today’s most forceful form of media and I believe that my experience in the field of virtual processing will bring me to greater opportunities. I envision myself to excel in this field, and for the company to maximize my full potential. Education BS Medical technology | SY- | Silliman University ● Undergraduate Fashion designing | 2009 | Fashion Institute of the Philippines ● Vocational (6 months) course on Fashion design ● Related coursework: Merchandising, Basic-Advance Pattern Making and Illustration BS Information Technology | SY- | Silliman University ● Undergraduate Work Experience BLUE CROSS BLUE SHIELD PROVIDER CARE REPRESENTATIVE | TELETECH | APR 2009-DEC 2011 ● Inbound call center agent for BlueCross BlueShield Health Insurance based in California USA. ● Assigned in the Provider Care department where we take calls from health care providers asking for their patient’s benefits and claims statuses. ● Outbound calls in some cases where providers request additional information which can’t be done in one call. TIER 1 AND MODERATION AGENT | ELANCE | OCTOBER 2011-AUGUST 2015 ● Assigned to review job postings if they follow Elance posting policy prior to going live. ● Receives and triages new emails. Answered Tier 1 inquiries and triaging emails that can be handled by a different department. ● Other tasks includes reviewing user profiles, if they follow guidelines provided by the website. LIVE CHAT AGENT | VROOMVROOMVROOM PTY LTD | JUNE 2012-JAN 2013 ● Handled multiple chats for a car rental comparison website. ● Answered basic car rental requirements, supplier terms and conditions, costs, and some insurance. PRODUCT AND COMMUNICATIONS COORDINATOR | VROOMVROOMVROOM PTY LTD | JAN 2013-DEC 2015 ● Served as Liaison of the company’s main car rental suppliers in Australia, New Zealand, United States and United Kingdom. ● ● Managed the monthly maintenance of the supplier’s terms and conditions, rental requirements, fees and vehicle models. Managed the company’s Affiliate Program from affiliate communications, commission processing, tracking and coordination of the company’s accounts department for invoice processing. I developed a system to make the affiliate program a success which brought an additional 500 to 1000 successful bookings per month. MARKETPLACE QUALITY AGENT| UPWORK PTY LTD | AUG 2015-JUN 2018 ● Helps maintain all users follow the company's Terms of Service. ● Review new accounts and job postings. ● Determine scam jobs or fraudulent activities and reporting to the appropriate department. ● Review community reports and take action according to Upwork Terms of Service. ● Email communications with users regarding policies and minor disputes. HEAD OF OPERATIONS PH | ADVENTUREFREE PTY LTD | DEC 2017-MAR 2020 ● Manage a team of 5 from arranging the roster, 1:1s, coachings and coordinating with the HR department. ● Reporting to the Sales Manager and Owner on a monthly basis. ● Manage the daily list of leads (booking tours, answering inquiries via email in a timely manner, coordinating with the AU sales consultants to close a lead, refunds, cancellations, booking amendments and more) ● Answer overflow calls from customers. ● Handles and manages live chat from 5 websites answering customer questions, booking requests, upselling, booking concerns) ● Data management: webpage content maintenance, weekly webform testing, adding/removing tour pages, creating/editing objects on Salesforce, and more. ● Build relationships with tour operators via phone calls/emails. Skills & Abilities Management ● Manage operations for an onsite team of 6. Sales ● Enhanced the current affiliate system to boost company bookings. Communication ● Has a good command of the English language which is essential for effective communication. Leadership ● Able to motivate and teach others on standard procedures and work processes in the company. Technology ● Basic HTML coding. ● Intermediate knowledge using Adobe Premier Pro, Photoshop, Wix.com, Zendesk, Desk.com, Wordpress, Trello, Slack, Evernote, Magento, Salesforce and Shopify. ● ● Proficient in using MS Word/Excel/PowerPoint and Google Suites. LiveChat, Tawk.to, Olark, Pidgin Upwork Profile: https://www.upwork.com/o/profiles/users/~01c45ea94d017b1e33/