Shota Santos Nagayama

SHOTA NAGAYAMA V I R T U A L A S S I S T A N T Previous Customer service representative looking to further career by working as a Virtual Assistant. Possesses drive, ambition, and an extensive skill set that includes file, email, and other management. A highly-valued employee with awards. SYSTEM FAMILIARITY Canva Slack Live Engage Wordpress Google Docs Google Calendar Google Keep Google Sheets Google Drive Google Meets Google Hangouts Google Slides Google Forms Microsoft Word Microsoft Excel Microsoft Outlook Microsoft Powerpoint Skype Viber Telegram RingCentral ACSS ( Verizon CRM ) C R M ( AT & T ) Zendesk Bliss InContact Facebook/Instagram Tiktok / LinkedIn Creator Studio HootSuite Quickbook TRAINING & CERTIFICATIONS Basics of Real Estate: Home Buying & Selling Transaction Management MLS Circulation and Management Graphic Design : Canva Wordpress Management Creative Writing for Blogs Social Media Marketing : Facebook Ads Basics of REO & Shortsale General Virtual Assistant Certificate Executive Virtual Assistant Certificate Outstanding analytical, Attentive, Responsible, Hardworking, Flexible, Independent, Fast Learner, Problem-solver, Efficient, and Team Player AREAS OF EXPERTIES Travel Management, Calendar Management, Email/Inbox Management, Social Media Management, Appointment Setter, Taking minutes of Meeting, Google Workspace, Microsoft office, Canva Creation, Wordpress creation, Customer support services. PROFESSIONAL EXPERIENCE Subject Matter Expert | Customer Service (Phone Support) Omniglobe International | AT&T | March 2015- March 2016 Responding promptly to customer inquiries and complaints regarding orders Keeping records of customer interactions, transactions, comments and complaints Knowing our products inside and out so that you can answer questions Customer Service Representative (Email Support Escalations) Concentrix | Uber | March 2016-May 2018 Identify the customer concern about the experience and provide satisfaction resolution for long term goal Email management to see the urgent matter to reply Helping customers for a report for the services and feedback Customer Service Representative II (Chat,Email and Phone support) Teletech | Doordash | May 2018- March 2019 Helping customer to track the delivery and making outbound call to follow the orders Complaint’s manager/ Calling customers to provide a resolution for their complaint for the delivery Data entry to track the number of contact and deliveries handled on daily basis Customer Service Representative ( Chat Support ) Afni | Verizon March 2019- June 2022 Technical Support/ assisting customers to troubleshoot their internet connection when there’s a problem with their service Sales/ processing customers applications for a new service, assisting with plan upgrades, and offering new services Billing/ providing a clear overview of their bill disputes, changing plans, and checking for other promotions SKILLS Email Management Outstanding in organizing emails and regularly monitoring to have zero inboxes. Can be delegated to receive, send and respond to particular emails. Can compose a successful email messages. Project and Calendar Management Excellent in tracking projects and providing updated reports. Outstanding in managing and creating schedules for a meeting and other important manners. Adept in using Google Calendar, Google spreadsheet and Slack. Data Entry and Updating Excellent attention to detail. Outstanding at transcribing, updating customer information, and entering accounting records. Ability to perform repetitive tasks with a high degree of accuracy Gather, consolidate and update relevant information you will need for easy reference and operation efficiency such as. Excellent in research and administrative tasks Social Media Management Excellent copywriting skills. Outstanding in schedule posts on different platforms. Adept in Facebook Business Suite and has excellent communications skills. Excellent in handling various social media accounts EDUCATION Bachelor of Science in Information Technology – Web and Mobile Application (BSITMA) Far Eastern University 2014 Bachelor of Science in Civil Engineering (BSCE) Far Eastern University- Bachelor of Science in Civil Engineering (BSCE) MAPUA Institute of Technology-