Junrey M. Lacio
Freelance Virtual Assistant (Customer Service Rep)
Contact
Address
Purok Paradise, Tambler
General Santos City, South Cotabato, 9500
Phone -
E-mail -
Skills
CRM
Very Good
Computer proficient
Excellent
Strategic sales knowledge
Very Good
Account Management
Excellent
Shipping procedures understanding
Excellent
Sales expertise
Very Good
Receiving support
Excellent
Data Entry
Excellent
Complaint resolution
Excellent
Order fulfillment
Excellent
Credit card processing
Excellent
Knowledgeable and dedicated customer service professional with extensive experience in E-commerce industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Work History
2020-04 - 2020-11
Customer Support Representative/General VA-(E-Commerce)
LASHFAM/ICONBROW – (Part time 6 hrs a day)
Client: Stefanie Hamper
Skypename: live:.cid.1fdade80403d8950
Email Management
FB and IG acct management ( Deleting negative comments /Replying to messages and comments, DMs and PMs)
Communicate with the Supplier through Whattsapp ( order follow up, refund and product exchange)
Update customer's information on Shopify (Edit, refund, cancel order)
Handle Chargeback and Disputes (Paypal and Shopify)
Additional skill:
>Knowledgeable in Software/CRM's:
(Limelight/ZohoDesk/Shopify/Gorgias/Zendesk/Freshdesk/Slack)
2017-04 - 2020-02
Customer Support Representative (E-Commerce)
SENSEFORDECOR formally known as SENSEOFART (Full time -40 hrs a week)
Crackerjacks Agency
Work reference: Maria Isabel Boyose – Campaign Manager Skype name: mariaisabel0108
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Described and explained details about over 100+ wall arts options to inform customers and guide purchasing decisions.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Managed timely and effective replacement of damaged or missing products.
Answered average of 100+ calls, emails and social media per day, addressing customer inquiries, solving problems and providing product information.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Entered orders into Shopify computer database system.
FB and IG acct management ( Deleting negative comments /Replying to messages and comments,DMs and PMs)comments,DMs and PMs)
Email Handling
Update customer's information on Shopify (Edit, refund, cancel order)
Fulfilling orders in Paypal and Shopify
Calls ( inbound and outbound)
Place order/ Assist customer in placing an order over the phone
Resolved issues over phone with 30+ customers daily.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Provided primary customer support to internal and external customers in fast-paced environment.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Recommended wall arts to customers, thoroughly explaining details.
2016-01 - 2017-10
Outbound Agent (B-B, B-C/Telemarketer
Six Eleven Global Teleservices , 4th Floor, Joji Ilagan Bldg., Barangay City Heights, Leon Llido St., General Santos City
Set up appointments with interested customers according to schedule availability.
Explained product prices and packages as well as answered questions and addressed concerns of customers.
Opened new accounts and documented personal, demographic and payment information in system.
Made average of 60+ outbound and inbound calls per day.
Overcame objections using friendly, persuasive strategies.
Contact businesses or private individuals by phone
Deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a surveys
Maintain customer/potential customer data bases
Follow up on initial contacts
Complete records of telephonic interactions, orders and accounts
Performed cold calling and outreach to build sales pipeline.
Answered questions with knowledgeable responses.
Answered inbound telephone calls from interested customers.
Recorded contact information of customers and potential customers.
Answered calls, took messages and transferred calls to appropriate individuals.
2012-07 - 2016-01
Customer Service Representative Agent
Six Eleven Global Teleservices , 4th Floor, Joji Ilagan Bldg., Barangay City Heights, Leon Llido St., General Santos City
Contact: Phone: -
Email:-Main Job Tasks and Responsibilities
• Answer calls
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Process orders, forms and applications
• Identify and escalate priority issues
• Document all call information according to standard operating procedures
Performed data entry with Limelight to record call notes, suggestions and questions.
Assessed caller accounts to determine product's benefits, identify service needs and resolve issues.
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
Educated customers about billing, payment processing and support policies and procedures.
Education
2019-06 - 2020-03
Bachelor of Science in Business Administration, major in Marketing Management
Ramon Magsaysay Memorial College - Pioneer Avenue, General Santos City
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