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General VA/Executive Assistant
$6 / hour
January 7, 2000

About Candidate

Passionate, principled, and dedicated professional with over four years of expertise in BPO (Contact Centers). Known for maintaining honesty and integrity in both professional and personal endeavors. Specialized in providing top-tier customer experiences through technical support, sales, and billing services. Recognized as one of the top-ranked agents for delivering exceptional results

Location

Education

O
Office administration 2023 - 2024
Clark college of science and technology

Program designed to provide students with knowledge and skills in business management and office processes needed in different workplaces such as general business offices, legal or medical offices.

I
Information technology - cybersecurity 2020 - 2022
AMA computer college - angeles city

Introduces the concepts and understanding of the field of computer security and how it relates to other areas of information technology. Topics include security threats, hardening systems, securing networks, cryptography and organizational security policies.

S
Science, Technology, Engineering and Mathematics 2016 - 2018
systems plus college foundation

Approach to learning and development that integrates the areas of science, technology, engineering and mathematics. Through STEM, students develop key skills including: problem solving. creativity. critical analysis.

Work & Experience

T
Technical Support Advisor - CSR IV September 2022 - April 2024
Apple inc.

Duties > Isolating and troubleshooting technical issues with products, services, software, or hardware. Providing a walk through the step by step procedure while educating the customer about the importance of each step. > Using problem-solving abilities and technical expertise to address problems efficiently and effectively, whether via phone calls, emails, live chat, or remote desktop assistance. > Documenting the customer interaction including, details about the reported issues, troubleshooting measures, and resolution in our client’s ticketing system. > Adhere to security processes and compliance requirements governing data privacy, confidentiality, and industry-specific standards Additional tasks > Provide support to teammates especially to newbies > To provide feedbacks about tool issues or function for enhancement. > Transcript review to provide insights and rationale based on company policy. > Taking over the team in the absence of the team manager Awards > Multiple recognition as one of the top performers.

T
Technical Support Representative- CSR II March 2021 - September 2022
ATT - Directv

Duties > Offer troubleshooting and technical assistance to Customers that are in need of help. issues related to their DIRECTV services, such as TV signal problems, equipment malfunctions, or billing inquiries > Identifying and addressing faults with TV signal reception, such as satellite dish alignment, signal interference, or receiver configuration issues. > Assisting clients with the setup and installation of DIRECTV hardware, such as receivers, satellite dishes, remote controls, and accessories. > Educating clients on how to get the most out of their DIRECTV experience by teaching them how to record shows, access on-demand material, and use parental controls, among other best practices. > Keeping a thorough record of all client interactions, troubleshooting procedures, and solutions offered in the ticketing system or CRM software of the business. > Sending dispatch by setting up appointments based on the availability of our technician and convenience of our customers. Additional Tasks > Provide support to teammates especially to newbies > Take over supervisor calls or escalation calls > Supporting other line of business from time to time. Awards > Recognized as one of the top 10 Representatives. > Multiple Perfect Quality scores evaluations > Attained perfect score for Customer satisfaction rating for the whole month.

T
Technical Support Engineer February 2020 - March 2021
Sutherland global services - 8x8 voip

Duties > Analyze network configurations, system logs, and call detail data to determine the root cause of VOIP related issues. >Assisting consumers with the setup and configuration of VOIP equipment such as IP phones, ATAs (Analog Telephone Adapters), SIP devices, and softphones. > Sending unresolved or sophisticated VOIP issues to higher-level support teams, network engineers, or vendors for additional study and resolution. > Ensure that VOIP systems and setups follow security best practices, encryption standards, and compliance rules. > Working with network engineers, IT administrators, and telecommunications carriers to resolve complicated VOIP issues that affect numerous systems or networks. Additional Tasks > Providing callback to when necessary to make sure that the client is not experiencing any issues with the system. > Case management > Running network diagnostics to the customers computer to make sure that their network is properly configured.

C
Customer Service Representative June 2019 - January 2020
Macy’s

Duties >Handling Customer Inquiries: Responding to customer inquiries via phone, email regarding various topics such as product availability, order status, returns, exchanges, billing inquiries, and general inquiries about Macy's products and services. > Addressing and resolving customer complaints or issues in a timely and professional manner. This may involve investigating the root cause of the problem, offering solutions, providing refunds or exchanges, and ensuring customer satisfaction. > Processing Orders and Returns: Assisting customers with placing orders, processing payments, and facilitating returns or exchanges according to Macy's policies and procedures. This includes navigating Macy's online ordering system and processing transactions accurately. > Providing Product Information and Recommendations: Offering product information, descriptions, and recommendations to customers to help them make informed purchasing decisions. This may involve knowledge of Macy's product catalog, features, and promotions. > Handling Escalations: Escalating complex or unresolved customer issues to higher levels of management or specialized departments within Macy's for further investigation and resolution. > Upholding Macy's Brand Image: Representing Macy's brand positively and professionally in all customer interactions, adhering to Macy's brand values and standards of excellence in customer service. > Maintaining Customer Records: Updating and maintaining accurate customer records, including contact information, order history, and interactions, in Macy's customer relationship management (CRM) system or other internal databases. > Adhering to Policies and Procedures: Following Macy's customer service policies, procedures, and guidelines to ensure consistent and high-quality service delivery to customers.

S
Service crew - kitchen staff April 2018 - June 2019
McDonald's - Golden Arches Development Corp.

Duties > Food Preparation: Prepare food items according to McDonald's recipes. Adhere to food safety standards and portion control guidelines while maintaining quality and consistency. > Cooking and Grilling: Operate kitchen equipment such as grills, fryers, and ovens to cook and grill food items to order. Monitor cooking times and temperatures to ensure food is cooked thoroughly and meets McDonald's quality standards. > Assembly and Presentation: Assemble food orders accurately and efficiently, following McDonald's assembly procedures and presentation guidelines. > Cleanliness and Sanitation: Follow proper cleaning and sanitation procedures to maintain a clean and hygienic kitchen environment. Clean and sanitize kitchen equipment, work surfaces, and utensils regularly to prevent cross-contamination and ensure food safety. > Customer Service: Provide friendly and efficient service to customers by accurately taking and preparing their orders, addressing any special requests or dietary restrictions, and ensuring customer satisfaction with their dining experience. > Stocking and Inventory Management: Maintain adequate stock levels of food ingredients, supplies, and packaging materials in the kitchen area. Additional Tasks > Supervising the kitchen area > Accounting and making sure that the inventory is monitored > Training newly hired crew > Taking over the cash register in the absence of the front desk staff > In charge of managing the transition from regular menu to Breakfast menu and Vice Versa Awards > Best in Egg station (Breakfast Menu) > Best in Grill Station

A
Amazon Virtual Assistant (Part Time) April 2020 - July 2020
AquaPhile

Duties > AQUAPHILE provides a variety of items, including tumblers and pet supplies, and is dedicated to offering each customer the greatest level of customer care > AQUAPHILE provides a variety of items, including tumblers and pet supplies, and is dedicated to offering each customer the greatest level of customer care >Use chat to address consumer complaints, questions, and concerns. > Consider various criteria in searching and choosing products, including competitor data, sales data, market/consumer trends, buying behavior, associated risks, and overall business environment

S
Social Media Manager September 2020 - December 2020
Fish Project

Duties > Plans and publishes more than 30 social media posts each week on Facebook > Raised Audience engagement by 30% in a span of 3 months > Responding to client conversations and emails regarding their quotes, queries, and promotions. > Monitoring customer reviews

Portfolio

Awards

W
With Honors (Academic Award) 2018
W
With Honors (Academic Award) 2017
P
President's Lister (Academic Award, Suma Cum Laude Candidate) 2021
P
President's Lister (Academic Award, Suma Cum Laude Candidate) 2022
V
Vice President's Lister (Academic Award, Magna Cum Laude candidate) 2023
T
Tier 1 Performer (Apple Inc) 2023
This award is given to top performing advisors for each fiscal month.
T
Top 8 Technical Support Representative (ATT & Directv) 2022

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