Raquel B

 Raquel Barlao Road 5 Tinga Labac Batangas City 4200 H:- C:-- Skype: live:mieraqz214 ___________________________________ Summary_________________________________________ Hardworking, energetic, and dedicated Virtual Assistant, motivated to maintain customer satisfaction and contribute to company success. Effectively handled and resolved customers’ complaints and processed requests through phone or email. _____________________________________Highlights________________________________________ Service-Oriented Sharp problem solver Committed to maintaining data integrity Energetic work attitude Quick learner Exceptional Communication skill ____________________________________Work History____________________________________ Customer Service Specialist/Order Taking – September 28, 2021 – December 31, 2021 Company: Gotham Cigars Assist customers in placing their order through an inbound call, email, and live chat Performs outbound calls to reach out to customer that requires additional information, providing order updates, or verifying order details. Performs Fraud Risk Orders Provide additional virtual services such as administrative assistance whenever needed Customer Service Specialist/Virtual Assistant – November 8, 2020 – August 20, 2021 Company: Meebi Ltd Responsible for assisting customer’s concerns through ticketing tool Freshdesk Communicate with the Logistics team Process Replacement Process refund Investigate and resolve and dispute Assist customer’s requests such as variant changes Assist customer’s shipment concern Order Fulfillment/ Customer Service Specialist - October 2020 - February 2021 Company: Brikly Fulfill orders via Oberlo Communicate with suppliers Track orders Process Replacement Investigate and resolve and dispute Assist customer’s request such as variant changes Assist customer’s shipment concern Assist customer’s product concern Customer Service/Order Fulfillment Specialist - October 2019 - August 2020 Company - Booster.com Answer customer’s concerns thru email using Zendesk Fulfill Order manually via Shopify, CSV Process Replacement/ Refund request Investigate and resolve customer’s dispute/complaint Customer Support Team Lead - 5/21/2018 - 03/02/2020 Company - Annofire Ltd Answer customer’s concerns thru email using Zendesk Handles Social Media such as Facebook page and Instagram (Posting content, Page Moderation) Coordinated with Instagram Influencers for Product Marketing Organize tasks between VAs to ensure the balance of workload among the team Monitoring Team Performance via performance matrix tracker Acted as a liaison between other members of the team Report and Identify training requirements based on the data analysis for respective teams Conduct team meetings as required. Makes suggestions and recommendations to the CS Manager in an effort to continually improve customer service operations Communicate with multiple external and internal customers Fulfill Orders via Dropified if needed Do product listing/importing if needed Paypal Dispute Agent/ Customer Support - 1/30/2018 to 7/1/2019 Company - Storm Media Ltd Responded to Paypal Dispute via Resolution Center Identify what is the issue and conduct further investigation Compile documents need to win the case (Intern) Customer Service/Data Entry/Order Processing - 11/2017 to 12/2017 Company - Online Store Process 50 to 70 orders per hour though an app called Oberlo and Dropified Answer customer’s concerns thru email Track order status and provide updates Customer Service Representative, 01/2012 to 11/2017 Teletech Offshore Investment – Robinsons Place Lipa City Batangas Effectively managed a high volume of inbound and outbound call Collected customer feedback and made process changes to exceed customer satisfaction goals Promptly responding to general inquiries from other staff and clients via telephone or email Gathered and verified all required customer information for tracking purposes Mastery of customer service management systems and database Cross-trained and provided backup for other customer service representatives when needed ____________________________________Education______________________________________ Bachelor of Science in Commerce, 2005 University of Batangas – Hilltop Batangas City