Rochi Renn Quijada

Rochi Renn Galicia Quijada Cebu City, Cebu, Philippines 6000 E-mail Address:-Skype: renn.quijada Phone: - WhatsApp: - QUALITIES AND ATTRIBUTES ● ● ● ● ● ● ● ● ● ● KNOWLEDGE AND SKILLS Good scholastic record and great communication skills, especially in English. Well-organized, e cient, flexible and versatile team player. Strategic and resourceful. Positive approach to all tasks and pride in achievements has resulted in many successes. Impressive work ethic, respect and value the company and co-workers. Reliable, dependable and conscious of duties and responsibilities. Result-oriented Professional, hardworking and excel in any environment. Ability to leverage skills and capabilities. Has the ability to work under pressure and with minimal to no supervision. Punctual and conscious with time and deadlines. General: ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Virtual, Administrative and Executive Assistant Customer Support, Service and Retention (Calls, Email and Chat) Sales: Field, O ce Online-Based (Inbound & Outbound Sales on both Cold/Warm Calling) Website Design Social Media Marketing Lead Generation (Phone and Email) Financial Adviser on Credit Card Collection and Retail Banking Accounts Receivable/Collection Bookkeeping Quality Assurance (Calls and Email) Audit (Cash Flow and Shared Services) Purchasing Product and Process Training Process Improvement and Documentation (Standard Operating Process) Data Entry, Reporting and Analysis Real Estate Management, Brokerage and Short-term Rentals Documentation, Report and Analytic Applications: ➢ ➢ ➢ Google Drive (Docs, Sheets, Slides, Forms, Keep and etc.) Microsoft O ce and Microsoft 365 (Excel, Word, PowerPoint and etc.) OpenO ce (Writer, Calc and etc.) Platforms, Systems, Softwares and Tools: ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ AirBnb Airtable Booking.com Canva Docusign Elfsight Facebook & Instagram GoDaddy Google Products Guesty for Host Homerhimo ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Hostfully & Touchstay MailChimp ManageGo PriceLabs Process Street & Sweet Process Quickbooks Rent Manager SAP Shopify Plus Ecommerce StreetEasy ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Stripe Symphony Manage Trello TripAdvisor VRBO Weinmark Wordpress & Elementor Youtube and Vimeo Zendesk Zillow Etc Communication Tools: ➢ ➢ ➢ ➢ ➢ Jeltell/Zopier Ring Central Google (Voice, Meet and Hangouts) Zoom Drift Chat Support ➢ ➢ ➢ ➢ Skype and Skype for Business, WhatsApp and WhatsApp Business Slack O ce Communicator ACADEMIC 2002 - 2006 Graduated College (Bachelor) University of San Carlos (Bachelor of Science in Nursing) Nasipit, Talamban, Cebu City, Philippines 6000 1998 – 2002 Graduated Secondary (High School) University of San Carlos Girls High School J. Alcantara St., Cebu City, Philippines 6000 1992 - 1998 Graduated Elementary University of San Carlos Girls High School J. Alcantara St., Cebu City, Philippines 6000 WORK EXPERIENCES FULL TIME JOBS RBP, LLC (Home-based) Rancho Santa Margarita, CA 92688 February 2022 to December 2022 Virtual, Admin and Executive Assistant ● ● ● ● ● ● ● ● ● ● ● ● ● Register and update properties on Rental Platforms and other platforms that will make property visible online. Schedule and attend meetings, symposiums, trainings and webinars on behalf of the CEO and Company owner. Process Profit First Calculations and Bookkeeping Social Media Management. Process and send payment links to Guests. Send payouts from Stripe account to Company Income account Design and Create Client Website. Design and Create Property House Manual. Design and Create Social Media Post, Ads and Stories Standard Operating Procedure Research and Reporting Maintain all spreadsheet for data analysis and monitoring Work on adhoc tasks (Urgent and Piority) Reason for Leaving: Company was a ected by the recession, they only have 3 properties that barely get bookings, they are cutting costs and owner is letting the wife do all the tasks. They hire a VA to jumpstart all their process, marketing and branding. MySource BPO Solutions Phils., Inc. 2nd Fl Ng Khai Building, Hernan Cortes, Mandaue City, Cebu November 2020 to November 2021 Team Lead - Customer Service Virtual Assistant ● ● ● ● ● ● ● ● ● ● Training new hires and experienced VAs on customer service, product knowledge, and new or updated procedures to improve performance. Monitors agent calls and agent performance to identify training gaps. Developing training materials, such as digital presentations, how-to manuals, and instructional videos. Preparing procedures and policies regarding product knowledge, customer service training, and appropriate agent conduct. Observing the daily operations of employees and identifying any areas of improvement. Conduct coaching. Ensuring employees keep up their productivity and maintain high levels of customer satisfaction. Taking escalation calls. Plot and plan out VA monthly schedule. Weekly department meeting - reporting and forecasting VA performance, KPIs, etc. Reason for Leaving: High-risk pregnancy was advised to rest by the Physician. The Global Sourcing Group JDN Square Residential Suites and It Center P.Remedio St, Mandaue City, Cebu March 2018 to October 2021 Real Estate Management Virtual Assistant – (POC) ● ● ● ● ● ● ● Process Bank Deposits Monitoring Tenant’s Maintenance Issue and Accounting Concerns Accounts Receivable and Collections Process and follow up Tenant’s Lease Renewals Switchboard: Accept incoming calls to transfer to designated party/ies Handling Tenant complaints, inquiry, etc. – Customer Service Process Property Registration ● ● ● Process and Certify HPD (Department of Housing Preservation and Development) for property violations and Tenant complaint Training new hires, provide standard process, tool handling, best practices and company organizational chart Reason for Leaving: Career growth and advancement with better compensation. Kettle and Fire (Home-based) California, USA February 2017 to November 2017 Customer and Project Support ● ● ● ● ● ● Customer Support via email (Zendesk) and chat (Drift) Create Order via Symphony Manage and Shopify Responsible for Cancellation, Returns and Refund via Symphony Manage and Shopify Admin task on Returns and Shipment Monitoring via Trello, Airtable, Symphony Manage and Shopify Project Support on Various company projects assigned on a daily basis Process and project improvement using Sweet process and Process Street Reason for Leaving: The project is already done. They have people to do the customer support on-shore. Lexmark Research and Development Company Cebu Business Park, Cebu City July 10, 2013 to January 2017 North America Accounts Receivable Administrator/Admin Assistant (March 2016 – December 2016) ● ● ● ● ● ● ● ● ● Approval for Real Time Billing Adjustments created by the Account Receivable Specialist. Flagging/Processing refunds for North America Clients. Account Assignments – Assigning new accounts to respective Account Receivable Specialists. Month-End Report Analysis for both Real Time Billing Adjustments and Refund Flagging Process. CRM – Purchasing and distribution of Materials, O ce Supplies and Equipment for the whole department. Research Purchasing and Cost savings: evaluate suppliers, negotiate contracts, and review the quality of products and costs. Handling AR Specialist concerns, inquiry and issue via email and chat. Escalate AR Specialist on process policies and procedure and those that need management attention. Process improvement - input and maintain the company's external and internal knowledge base. North America Accounts Receivable Specialist (July 2013 – March 2016) ● ● ● ● ● Prepare and maintain various reports, send accurate aging reports and Statement of Account to outstanding customers. Reconcile A/R to the G/L, Identify and execute the necessary process billing adjustments. Interact with customers, counterparts, internal departments, management and stakeholders to resolve outstanding issues. Account Reconciliation and Sales Concession. Admin Assistant - Assist counterparts especially on sending reports, contacting and assisting customers with AR Issues. Assist clients and customers with their concerns, inquiry and issue via email, phone and chat. Escalate clients for non-payment and other AR issues. Reason for Leaving: Redundancy - US Company acquired by a big Chinese investor, the position is redundant since it can be done by the Business Analyst Department. JP Morgan Chase & Co. AsiaTown IT Park, Lahug Cebu City February 10, 2011 – May 31, 2013 Chase Auto Finance - Retail Financial Advisor (May 2012 – May 2013) ● ● ● ● ● ● ● Handling customer questions, complaints and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. O er solutions where appropriate with the objective of retaining customer's business. Communicate and walk customers with their online account and/or set up an online account. Work in one or multiple queues/skill sets over various customer contacts. Retain customers by providing options to prevent calls to be escalated. Transfer calls to appropriate departments to provide better options and arrangements. Monitor the team’s e ciency and schedule adherence. ● Submit daily reports to team managers and teammates on e adherence. ciency and schedule US Collections - US Customer Support Division (February 2011 – April 2012) ● ● ● ● ● ● ● ● ● ● Taking outbound calls (automatic and manual dialing) to contact clients with past due or delinquent credit card accounts to obtain credit card payments by notifying customers of delinquent status. Convince customers to pay or schedule a payment to cover overdue or due bills. Develop and determine solutions and appropriate actions to obtain payments. Document and send notification to the customer. Provide payment programs to prevent customer’s account/s being past due and reported on Credit Bureaus. Transfer calls to appropriate departments to provide better options and arrangements. Execute skills on “Customer Advocate and Great Negotiator” and provide best customer service as possible. Participate in the company's activities and contribute to team success. Enhance team records and trackers by improvising and applying more formulas on Microsoft Excel to come up with accurate statistics on the team’s performance (daily and monthly). Enhanced reports to determine the team and individual’s strengths and areas of opportunities. Reason for Leaving: Better Career Opportunity. I was o ered by my US Collection boss a job at Lexmark Research & Development. Xlibris Publishing Corporation AsiaTown IT Park, Lahug Cebu City February 2, 2009 – June 2, 2010 Sales Department – Publishing Consultant (Outbound Sales and Marketing) ● ● ● ● ● ● ● ● ● ● Target monthly quota (both Net Revenue and Number of Submissions – book project). Taking outbound calls, calling prospective clients, like writers, authors, etc. Send proposals to clients via email. Execute extensive sales and marketing programs to customers to promote more sales on the client's book. Formulated e ective Sales pitches and managed prospect leads. Meeting client's needs and creating demands to customers. Making a follow up on clients based on their commitments. Close Consultant-to-Client deal. Communicate with the team assigned on the client's project (Production Team, Author Service Representative etc). Work with counterparts to maintain a good customer relationship and retention. Deal with customer concerns and issues and provide the best option to retain the business with customers. Reason for Leaving: Personal Reason eTelecare Global Solutions/Stream, currently acquired by Convergys Asiatown, I.T Park Lahug, Cebu City May 7, 2007 – February 2, 2009 Vonage Sales Account Product Specialist (Outbound Sales) ● ● ● ● Target sales quotas. Contact customers with the assistance of a computerized telephone dialing system to sell new service o erings, upgrade customer accounts and promote campaigns. Contact customers to create demands to increase sales and inform customers they need the product. Demonstrate a cooperative and positive attitude toward customers. Maintain a positive approach and provide best customer service, while executing sales. Reason for Leaving: Account ceased operation and transfer it to Manila, was advised by the management that we will be on a paid floating status until training starts after a month and a half with another account. WORK EXPERIENCES PART TIME JOBS All Year and Presitge Apartments (Project-Based and On-Call) January 2021 until present CEO Consultant / Virtual, Admin and Executive Assistant + Scheduling ● ● ● ● Assisted CEO on start up company with process on the following: ○ Monitoring units that are for rent. ○ Listing Ad in StreetEasy and other Rental Platforms. ○ Scheduling clients for apartment viewing. ○ After sales. ○ Re-listing and De-listing Units to keep it up in the ads. ○ Send leases to clients. Research and Set-up all necessary tools needed for the company. Process and approved rental applications. Meeting with CEO to make improvements in the company. ● Help company to grow and organized a start up process. 2morrow Creation/Creation Tomorrow Philippines Corp. March 2016 – September 2016 Mandaue City, Cebu Part-time Sales Team Lead - handling Sales Department (Sales, Lead Generation, Research and Customer Service ● ● ● ● ● ● ● ● ● ● Remote Sta Taking outbound calls to generate leads. Cold Calling, call prospect to set appointment for CEO for possible sales. Handling customer concerns and inquiry through email, phone and chat. Make a follow up on pending tickets that need customer's response. Database Management – Research target Lead and Contacts for sales call. LinkedIn contact research, Whitepages, Yellowpages, Google Map etc. Quality Assurance – Call listening, Evaluation and Coaching of the entire sales team to make a better call and sales quality. Process Improvement – Improve the sales process of the department. Daily sales meeting to meet goals and provide updates to the CEO regarding the sales team’s performance and metrics. Improve Database for all Leads and Contacts. Prepare, Plan and Provide schedules of the sales teams to forecast month to month. Inc. (Home-based) June 2010 – December 2010 Makati City, Metro Manila Sales – Lead Generation/Appointment Setter (Part-Time - Home-based) ● ● ● ● Calling prospects from the Database provided, introduce the company and what the company does. Asked prospects email address. Set appointments for the client from the target prospects. Recruiting, Lead Generation and Research for Target Market (Part-Time Home-based) ● ● ● ● ● ● ● ● Call hospitals/medical institutions and ask for the best contact person to send all information about the company/agency. Contact qualified and prospect candidate/s via email and phone to provide. information about the hospitals/medical institutions that need their specialty. Recruitment process - filter qualified applicants on Hospital/Medical Institution. Prospecting for interested applicants. Submit daily reports to clients on progress and leads/prospects contacted. Handling other ad hoc tasks/assignments. MY PORTOFOLIO Please scan QR Code to access My Portofolio or use this link: shorturl.at/pzEM0