Hire World-Class, High Performing, Vetted Customer Service Representatives.
Cut Labor Costs by 70%

• Provide clear and concise solutions/ instructions to customers

• Knowledge in providing instructions through the process provided by the client, making sure that the customer understands the procedures by giving clear and concise instructions.
• Knowledge in handling billing and other general concerns of the customers.
• Reading the ledger, explaining subscriptions, etc. in a concise and helpful manner.

• With years of experience in Technical Support and Customer Service, knowledge in handling people in terms of the following:
• Ensure that employees follow the company’s policies and procedures
• Manage individual and team scorecard per month Monitor, assess, and provide feedback about employee's performance
• Handle Escalations

• Knowledge in scrutinizing information or reports through data analysis tools like Microsoft Excel, updating statistics related to the company’s revenue, transforming raw data for lead generation mailers.

• Work closely with sales teams to schedule qualified demonstrations, meetings, build pipeline, and produce real business opportunities in accordance with approved sales management guidelines.
• Prospect for new business through a high volume of cold calling and following up with prospects as previously identified.
• Identify qualified prospects and navigate company structures to identify key decision makers and influencers.
• Keep accurate records in our CRM and build client profiles by updating client information and managing sensitive client and prospect data.

• Social Media Manager
• Customer Service
• Admin Tasks
• Lead Generation

November 2022 - present

• Collaborate with esports tournament organizers to ensure content is correctly set up for GRID to collect data
• Communicate with clients, answering questions and solving issues where required
• Help improve the GRID product suite based on customer feedback and defects you’ve identified
• Record data quality issues and process issues
• Take responsibility for daily customer relations to support GRID’s vision of providing unparalleled world-class customer service and support, including interacting with customers and answering customer inquiries or issues via email, live chat (Slack, Skype, Discord, Teams)
• Expand on game and GRID product knowledge to improve our service quality
• Contribute daily to our knowledge base to share your knowledge with grid employees, partners, and customers

 

• Reaching out to prospect dental offices for Demo and possible Sale.
• Updating database with new information.
• Gathering important information needed on client's demo.
• Sending emails to prospect clients and following up on their schedules.

• Assisting customers on their credit card application.
• Providing status of the credit card application.
• Analyzing application for possible re-evaluation.

• Leads and manages the team to provide optimal execution of call center operations activities
• Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle.
• Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls.
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account/program.
• Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues/problems faced by their respective teams Customer Care

• Taking inbound call, assisting customer with their billing, basic technical issue, and ordering.
• Passing KPI such as AHT, CSAT, Sales, NPS following company standard quality.
• Performing critical thinking to resolve customer's reason for calling.

• Reaching out to prospect dental offices for Demo and possible Sale.
• Updating database with new information.
• Gathering important information needed on client's demo.
• Sending emails to prospect clients and following up on their schedules.

• Assisting customers on their credit card application.
• Providing status of the credit card application.
• Analyzing application for possible re-evaluation.

• Leads and manages the team to provide optimal execution of call center operations activities
• Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle.
• Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls.
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account/program.
• Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues/problems faced by their respective teams Customer Care

• Taking inbound call, assisting customer with their billing, basic technical issue, and ordering.
• Passing KPI such as AHT, CSAT, Sales, NPS following company standard quality.
• Performing critical thinking to resolve customer's reason for calling.

• Answered Inbound Calls and booked hotel, flight, and car reservations

• Responsible for assisting customers in processing their payment and sending them their ebill
• Assisted Customers with refund requests when needed and escalated disputes in their bill to my Manager or team lead
• Upsell customers with our plans that fit their monthly usage and budget
• Educate customers regarding their usage and the charges in their bill
• Assisted customers in troubleshooting their handsets
• Created Job Orders for Internet service connections for Boutique businesses in Australia.

• Responsible for addressing and troubleshooting customers' concerns with their Windows PC/Laptop
• Assisted customers in updating their Windows Software
• Identified and reported bugs from the Windows software update to Microsoft Software Engineers
• I contributed 90% Customer Satisfaction Rate consistently  to our team

• Responsible for addressing and troubleshooting customers' concerns with their Play Store account
• Assisted customers with refund requests and account recovery when needed
• Identified and reported bugs from the Play Store App to the play store developer.
• I contributed 90% Customer Satisfaction Rate consistently  in our team.

• Responsible for Account Management and Client Engagement
• Developed and implemented more strategic and measurable department KPIs
• Responsible for lead generation
• Managed and mentored team of 10 full-time sales representative

• Responsible for sourcing, screening, verifying, and reference checking candidates from Senior Level to Support roles in the IT, Public Accounting and Supply Chain field
• Reach out to passive candidates and schedule Interviews with my Managing Director or Sr. Recruiter.
• Served as a liaison between Sales and Recruitment
• Conduct Interviews for Sr. Level Executive and Support roles
• Do write ups for candidates and submit them to the client
• Shortlist candidates and Input them in the CRM

• Led and implemented Sales and Marketing Initiatives and projects
• Responsible for Administrative task such as Record Keeping, Bookkeeping and Customer Relations Management
• Served as a liaison between Sales, Marketing, Suppliers, Customers and Investors
• Responsible for the entire project management cycle, from Initiating and planning to executing and closing the process
• Negotiated and Purchased items from big box retailers
• Responsible for web development and partnership with eCommerce platforms in the Philippines such as Lazada and Shopee.
• Created strategic Proposal to potential investors

• Responsible for sourcing, screening, verifying, and reference checking candidates from Senior Level to Support roles in the IT, Public Accounting and Supply Chain field
• Reach out to passive candidates
• Served as a liaison between Sales and Recruitment
• Conduct Interviews for Senior Level Executive and Support roles
• Do write-ups for candidates and submit them to the client
• Shortlist candidates and Input them in the CRM

• Performed Outbound Sales, Appointment Setting, Lead Generation and Social Selling
• Responsible for Account Management and Client Engagement
• Updated and Input the Client information in the CRM
• Conducted Discovery Call and send proposal to Qualified Clients
• Conducted Research and Prospecting to find new clients and fill our sales pipeline.
• Championed our services to clients and closed 5 accounts within 12 months.

• Answered Inbound Calls and booked hotel, flight, and car reservations

• Responsible for assisting customers in processing their payment and sending them their ebill
• Assisted Customers with refund requests when needed and escalated disputes in their bill to my Manager or team lead
• Upsell customers with our plans that fit their monthly usage and budget
• Educate customers regarding their usage and the charges in their bill
• Assisted customers in troubleshooting their handsets
• Created Job Orders for Internet service connections for Boutique businesses in Australia.

• Responsible for addressing and troubleshooting customers' concerns with their Windows PC/Laptop
• Assisted customers in updating their Windows Software
• Identified and reported bugs from the Windows software update to Microsoft Software Engineers
• I contributed 90% Customer Satisfaction Rate consistently  to our team

• Responsible for addressing and troubleshooting customers' concerns with their Play Store account
• Assisted customers with refund requests and account recovery when needed
• Identified and reported bugs from the Play Store App to the play store developer.
• I contributed 90% Customer Satisfaction Rate consistently  in our team.

• Responsible for Account Management and Client Engagement
• Developed and implemented more strategic and measurable department KPIs
• Responsible for lead generation
• Managed and mentored team of 10 full-time sales representative

• Responsible for sourcing, screening, verifying, and reference checking candidates from Senior Level to Support roles in the IT, Public Accounting and Supply Chain field
• Reach out to passive candidates and schedule Interviews with my Managing Director or Sr. Recruiter.
• Served as a liaison between Sales and Recruitment
• Conduct Interviews for Sr. Level Executive and Support roles
• Do write ups for candidates and submit them to the client
• Shortlist candidates and Input them in the CRM

• Led and implemented Sales and Marketing Initiatives and projects
• Responsible for Administrative task such as Record Keeping, Bookkeeping and Customer Relations Management
• Served as a liaison between Sales, Marketing, Suppliers, Customers and Investors
• Responsible for the entire project management cycle, from Initiating and planning to executing and closing the process
• Negotiated and Purchased items from big box retailers
• Responsible for web development and partnership with eCommerce platforms in the Philippines such as Lazada and Shopee.
• Created strategic Proposal to potential investors

• Responsible for sourcing, screening, verifying, and reference checking candidates from Senior Level to Support roles in the IT, Public Accounting and Supply Chain field
• Reach out to passive candidates
• Served as a liaison between Sales and Recruitment
• Conduct Interviews for Senior Level Executive and Support roles
• Do write-ups for candidates and submit them to the client
• Shortlist candidates and Input them in the CRM

• Performed Outbound Sales, Appointment Setting, Lead Generation and Social Selling
• Responsible for Account Management and Client Engagement
• Updated and Input the Client information in the CRM
• Conducted Discovery Call and send proposal to Qualified Clients
• Conducted Research and Prospecting to find new clients and fill our sales pipeline.
• Championed our services to clients and closed 5 accounts within 12 months.

Customer Service Representative || June 2018 – January 2019

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.

Subject Matter Expert || January 2019 – May 2019

• Providing knowledge, resources and information to support agents.
• Address customers concerns accurately and timely.
• Assist advisors with material request and account updates.

Global Partner Support Specialist || May 2019 – July 2020

• Provide assistance to Tier 0 partners in transitioning to the new partnership platform.
• Assist partners in creating/modifying their business model according to Microsoft’s standards.

Quality Specialist || August 2020 – April 2021

• Participates in design of call monitoring formats and quality standards. 
• Performs call monitoring and provides trend data to site management team. 
• Uses quality monitoring data management system to compile and track performance at team and individual level. 
• Performs monitors of customer care email responses. 
• Participates in customer and client listening programs to identify customer needs and expectations. 
• Provides actionable data to various internal support groups as needed. 
• Coordinates and facilitates call calibration sessions for call center staff. 
• Provides feedback to call center team leaders and managers. 
• Prepares and analyzes internal and external quality reports for management staff review. 
• Perform other duties as assigned.

• Keep the classroom under control.
• Develop lesson plans.
• Establish and enforce a set of rules for the classroom.
• Keep parents updated on their child's progress.
• Prepare students for standardized tests.
• Monitor the halls in between classes.
• Encourage students to learn as much as they can.
• Recognize problematic behavior in students.

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.

• Served as an Executive Administrator, managing transaction coordination, listing updates via Bright MLS, and contract creation.
• Handled lead generation, social media management, and clerical tasks to support real estate operations efficiently.

• Streamlined client communication and marketing operations through REX Software, Adobe Suite, and Wix, managing campaigns, databases, and digital materials.
• Oversaw social media, advertising, and reporting to enhance engagement and support sales initiatives.

• Provided essential administrative support, including document preparation, data entry, and onboarding, while also coordinating customer relationship processes.
• Contributed to marketing efforts by creating collateral, managing digital content, and ensuring consistent branding across all platforms.

Customer Service Representative || June 2018 – January 2019

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.

Subject Matter Expert || January 2019 – May 2019

• Providing knowledge, resources and information to support agents.
• Address customers concerns accurately and timely.
• Assist advisors with material request and account updates.

Global Partner Support Specialist || May 2019 – July 2020

• Provide assistance to Tier 0 partners in transitioning to the new partnership platform.
• Assist partners in creating/modifying their business model according to Microsoft’s standards.

Quality Specialist || August 2020 – April 2021

• Participates in design of call monitoring formats and quality standards. 
• Performs call monitoring and provides trend data to site management team. 
• Uses quality monitoring data management system to compile and track performance at team and individual level. 
• Performs monitors of customer care email responses. 
• Participates in customer and client listening programs to identify customer needs and expectations. 
• Provides actionable data to various internal support groups as needed. 
• Coordinates and facilitates call calibration sessions for call center staff. 
• Provides feedback to call center team leaders and managers. 
• Prepares and analyzes internal and external quality reports for management staff review. 
• Perform other duties as assigned.

• Keep the classroom under control.
• Develop lesson plans.
• Establish and enforce a set of rules for the classroom.
• Keep parents updated on their child's progress.
• Prepare students for standardized tests.
• Monitor the halls in between classes.
• Encourage students to learn as much as they can.
• Recognize problematic behavior in students.

• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.

• Served as an Executive Administrator, managing transaction coordination, listing updates via Bright MLS, and contract creation.
• Handled lead generation, social media management, and clerical tasks to support real estate operations efficiently.

• Streamlined client communication and marketing operations through REX Software, Adobe Suite, and Wix, managing campaigns, databases, and digital materials.
• Oversaw social media, advertising, and reporting to enhance engagement and support sales initiatives.

• Provided essential administrative support, including document preparation, data entry, and onboarding, while also coordinating customer relationship processes.
• Contributed to marketing efforts by creating collateral, managing digital content, and ensuring consistent branding across all platforms.

• Checking the availabilities of their medication in different pharmacies.
• Verifying their prescriptions.

• Assisting the students and instructor to access the website and do their assignments.
• Helping the customer to check their network service.

• Checking the availabilities of their medication in different pharmacies.
• Verifying their prescriptions.

• Assisting the students and instructor to access the website and do their assignments.
• Helping the customer to check their network service.

Customer Engagement & Sales:

• Manage inbound and outbound calls to introduce and promote client products to prospective and existing customers.
• Effectively present product features, benefits, and pricing to drive customer interest and secure sales.
• Handle objections and provide tailored solutions to meet customer needs.
• Close sales opportunities with potential leads provided by the client or generated independently.

Lead Generation & Prospecting:

• Leverage social media platforms and online tools to identify, qualify, and nurture targeted prospects.
• Maintain a consistent pipeline of leads and ensure timely follow-ups.
• Collaborate with the client to refine targeting strategies for maximum conversion.

Transaction Processing & Documentation:

• Process payments, invoices, and orders accurately using the client’s designated programs and systems.
• Update and maintain CRM records to reflect the latest interactions, sales activities, and customer details.
• Ensure compliance with data accuracy and confidentiality standards.

Reporting & Administrative Support:

• Prepare regular sales activity reports, performance metrics, and market feedback.
• Assist with ad hoc tasks such as data entry, website updates, and administrative reporting as required.
• Provide feedback on customer trends and potential areas for business improvement.

Collaboration & Continuous Improvement:

• Work closely with the client’s team to align sales strategies with overall business objectives.
• Participate in training sessions and stay updated on product knowledge, sales techniques, and industry trends.
• Contribute to team initiatives and support cross-functional projects to enhance productivity and client satisfaction.

• Handled a high volume of inbound calls with professionalism and efficiency, ensuring positive customer experiences.
• Managed activation calls with a strong focus on upselling products and services, consistently achieving sales targets.
• Seamlessly transitioned customers to support services when necessary, maintaining continuity and satisfaction.
• Provided clear and accurate information regarding products, services, and promotions.
• Documented customer interactions, ensuring accurate records for follow-ups and account management.

• Delivered professional customer support, assisting clients with inquiries, issue resolution, and account-related requests to ensure a positive client experience.
• Managed and processed balance transfer transactions, ensuring accuracy, compliance with company policies, and timely execution.
• Provided guidance to customers on commission structures related to balance transfers, clarifying terms and ensuring transparency.
• Maintained detailed transaction records and client communication logs to support accurate reporting and audit readiness.
• Collaborated with finance and operations teams to reconcile commissions, resolve discrepancies, and streamline processes.

• Oversaw and managed multiple accounts, including inbound, outbound, and non-voice teams, ensuring service quality and adherence to KPIs.
• Conducted interviews and screening processes for new hires, contributing to talent acquisition and workforce growth.
• Prepared and presented daily and weekly performance reports directly to the company owner, providing actionable insights and recommendations for operational improvements.
• Supervised and trained team members, fostering a culture of accountability, continuous learning, and professional development.
• Implemented and monitored workflow processes to streamline operations, improve efficiency, and enhance customer satisfaction.
• Coordinated with cross-functional teams to ensure alignment with company objectives and client expectations.
• Acted as a primary point of escalation for client or operational concerns, resolving issues promptly and professionally.

• Deliver high-quality English instruction to students primarily from Japan, while also teaching learners from Thailand, Taiwan, South Korea, and other countries.
• Design and customize lesson plans to meet the specific needs, cultural backgrounds, and proficiency levels of students, focusing on conversational fluency, grammar, writing, listening, and reading comprehension.
• Incorporate engaging teaching methods such as role-playing, interactive exercises, real-life scenarios, and digital tools to enhance learning outcomes.
• Assess student performance through regular evaluations, providing constructive feedback to encourage improvement and boost confidence.

Customer Engagement & Sales:

• Manage inbound and outbound calls to introduce and promote client products to prospective and existing customers.
• Effectively present product features, benefits, and pricing to drive customer interest and secure sales.
• Handle objections and provide tailored solutions to meet customer needs.
• Close sales opportunities with potential leads provided by the client or generated independently.

Lead Generation & Prospecting:

• Leverage social media platforms and online tools to identify, qualify, and nurture targeted prospects.
• Maintain a consistent pipeline of leads and ensure timely follow-ups.
• Collaborate with the client to refine targeting strategies for maximum conversion.

Transaction Processing & Documentation:

• Process payments, invoices, and orders accurately using the client’s designated programs and systems.
• Update and maintain CRM records to reflect the latest interactions, sales activities, and customer details.
• Ensure compliance with data accuracy and confidentiality standards.

Reporting & Administrative Support:

• Prepare regular sales activity reports, performance metrics, and market feedback.
• Assist with ad hoc tasks such as data entry, website updates, and administrative reporting as required.
• Provide feedback on customer trends and potential areas for business improvement.

Collaboration & Continuous Improvement:

• Work closely with the client’s team to align sales strategies with overall business objectives.
• Participate in training sessions and stay updated on product knowledge, sales techniques, and industry trends.
• Contribute to team initiatives and support cross-functional projects to enhance productivity and client satisfaction.

• Handled a high volume of inbound calls with professionalism and efficiency, ensuring positive customer experiences.
• Managed activation calls with a strong focus on upselling products and services, consistently achieving sales targets.
• Seamlessly transitioned customers to support services when necessary, maintaining continuity and satisfaction.
• Provided clear and accurate information regarding products, services, and promotions.
• Documented customer interactions, ensuring accurate records for follow-ups and account management.

• Delivered professional customer support, assisting clients with inquiries, issue resolution, and account-related requests to ensure a positive client experience.
• Managed and processed balance transfer transactions, ensuring accuracy, compliance with company policies, and timely execution.
• Provided guidance to customers on commission structures related to balance transfers, clarifying terms and ensuring transparency.
• Maintained detailed transaction records and client communication logs to support accurate reporting and audit readiness.
• Collaborated with finance and operations teams to reconcile commissions, resolve discrepancies, and streamline processes.

• Oversaw and managed multiple accounts, including inbound, outbound, and non-voice teams, ensuring service quality and adherence to KPIs.
• Conducted interviews and screening processes for new hires, contributing to talent acquisition and workforce growth.
• Prepared and presented daily and weekly performance reports directly to the company owner, providing actionable insights and recommendations for operational improvements.
• Supervised and trained team members, fostering a culture of accountability, continuous learning, and professional development.
• Implemented and monitored workflow processes to streamline operations, improve efficiency, and enhance customer satisfaction.
• Coordinated with cross-functional teams to ensure alignment with company objectives and client expectations.
• Acted as a primary point of escalation for client or operational concerns, resolving issues promptly and professionally.

• Deliver high-quality English instruction to students primarily from Japan, while also teaching learners from Thailand, Taiwan, South Korea, and other countries.
• Design and customize lesson plans to meet the specific needs, cultural backgrounds, and proficiency levels of students, focusing on conversational fluency, grammar, writing, listening, and reading comprehension.
• Incorporate engaging teaching methods such as role-playing, interactive exercises, real-life scenarios, and digital tools to enhance learning outcomes.
• Assess student performance through regular evaluations, providing constructive feedback to encourage improvement and boost confidence.

• As a certified ESL teacher with TEFL license, I was teaching English for my full-time job
• I have taught basic English and Advance Business English for adult professionals and children.
• I also included IELTS/TOEFL for my repertoire which I was able to study and teach them on how to ace their examination.
• I always make sure to give my best advice to the students, I also type the corrections on the chat box which is very convenient for both parties.
• I always get a very high score when it comes to teaching skills, and for being an online tutor since 2013,
• When it comes to teaching, I adjust myself depending on the level of the students
• I can give advice on which part that they need to enhance, to review, to practice but at the same time I always make sure that it is a good experience for them
• For younger students I can make it fun
• For adults I make it formal and relatable/applicable to their work or everyday life.

As a student of AmazeNation, I had the opportunity to work with an Amazon seller client who entrusted me with both product research and account management responsibilities. My primary role as an Amazon VA Specialist was to identify winning products with a high potential for profitability. Product Research Process Using the client’s paid Helium 10 subscription, I followed a systematic process: 1. Keyword & ASIN Validation ◦ I would begin by searching for a specific keyword or product ASIN (e.g., “Wooden Butterfly Display”) on Amazon. ◦ The target keyword needed to appear in at least 90% of the Amazon search results to ensure strong search relevance and visibility. 2. Helium 10 Black Box Filtering ◦ I used Helium 10’s Black Box tool to apply filters based on the client's specific criteria such as: ▪ Review Count ▪ Review Rating ▪ Best Seller Rank (BSR) 3. Revenue & Price Analysis ◦ I evaluated monthly revenue and pricing data to ensure alignment with the client’s financial goals. 4. Product Qualification ◦ Once a product met all the above criteria, I compiled its information in our shared Excel sheet. ◦ I also checked for additional qualifications: ▪ Patent or trademark restrictions ▪ HAZMAT status ▪ PPC eligibility ▪ Whether the item was breakable or electronic ◦ If the product passed all checks, I would then present it to the client for final approval. I built a strong, trust-based relationship with the client—working with them felt more like collaborating with a friend. Account Management Responsibilities In addition to product research, I served as the Amazon Account Manager. I handled a wide range of daily, weekly, and monthly tasks to maintain and grow the client’s Amazon business. Daily Tasks • Responding to Buyer-Seller Messages • Answering Product Questions on Listings • Commenting on Positive and Negative Reviews • Replying to Customer Feedback • Confirming and Refunding Orders • Manually Shipping Orders • Monitoring and Analyzing Amazon Advertising Campaigns Weekly Tasks • In-depth Analysis of Amazon Ads Performance • Inventory Updates • Listing Performance Analysis • Continued Product Research Monthly Tasks • Keyword Research • Listing Optimization • Competitor Monitoring • Creating New Product Images Overall, my experience at AmazeNation helped me develop strong proficiency in Amazon FBA operations, Helium 10 tools, and e-commerce account management. I consistently delivered value by blending data-driven research with responsive customer and account management.

• With the use of the training that I got from V1, I was able to learn so many rebuttals to answer the curiosities of the potential sellers.
• I was able to learn the importance of the cold calling business in real estate, aside from that they have trained us to use google calendar, e-mail sorting, and Real Estate contract listing.
• I enjoyed being a cold caller even with a time tracker.
• I have learned some skills in being a cold caller such as.
  • Familiarize the script! They have provided me with rebuttals; I always made sure to provide reasonable answers regarding their question 
  • One of my strategies is to think of them as my friend. - Yes, they are strangers but, if I talk to them, it was as if I was like a friend then we would feel comfortable.
  • Building rapport, Tonality, Empathy - Sounding too dead during a call is a no-no, I am delighted that my personality and the way of talking is very friendly.

• I also experienced working in Verizon Online, I was assisting customers with internet connection issues, and computer issues, the Verizon customers were calling me.
• I helped them with their technical difficulties over the phone, it is difficult and challenging cause we cannot see their computer and physical set up.
• I give them step by step procedure to fix their internet issues, with it I enhanced my patience, communication skills, customer service and satisfaction.

• As a certified ESL teacher with TEFL license, I was teaching English for my full-time job
• I have taught basic English and Advance Business English for adult professionals and children.
• I also included IELTS/TOEFL for my repertoire which I was able to study and teach them on how to ace their examination.
• I always make sure to give my best advice to the students, I also type the corrections on the chat box which is very convenient for both parties.
• I always get a very high score when it comes to teaching skills, and for being an online tutor since 2013,
• When it comes to teaching, I adjust myself depending on the level of the students
• I can give advice on which part that they need to enhance, to review, to practice but at the same time I always make sure that it is a good experience for them
• For younger students I can make it fun
• For adults I make it formal and relatable/applicable to their work or everyday life.

As a student of AmazeNation, I had the opportunity to work with an Amazon seller client who entrusted me with both product research and account management responsibilities. My primary role as an Amazon VA Specialist was to identify winning products with a high potential for profitability. Product Research Process Using the client’s paid Helium 10 subscription, I followed a systematic process: 1. Keyword & ASIN Validation ◦ I would begin by searching for a specific keyword or product ASIN (e.g., “Wooden Butterfly Display”) on Amazon. ◦ The target keyword needed to appear in at least 90% of the Amazon search results to ensure strong search relevance and visibility. 2. Helium 10 Black Box Filtering ◦ I used Helium 10’s Black Box tool to apply filters based on the client's specific criteria such as: ▪ Review Count ▪ Review Rating ▪ Best Seller Rank (BSR) 3. Revenue & Price Analysis ◦ I evaluated monthly revenue and pricing data to ensure alignment with the client’s financial goals. 4. Product Qualification ◦ Once a product met all the above criteria, I compiled its information in our shared Excel sheet. ◦ I also checked for additional qualifications: ▪ Patent or trademark restrictions ▪ HAZMAT status ▪ PPC eligibility ▪ Whether the item was breakable or electronic ◦ If the product passed all checks, I would then present it to the client for final approval. I built a strong, trust-based relationship with the client—working with them felt more like collaborating with a friend. Account Management Responsibilities In addition to product research, I served as the Amazon Account Manager. I handled a wide range of daily, weekly, and monthly tasks to maintain and grow the client’s Amazon business. Daily Tasks • Responding to Buyer-Seller Messages • Answering Product Questions on Listings • Commenting on Positive and Negative Reviews • Replying to Customer Feedback • Confirming and Refunding Orders • Manually Shipping Orders • Monitoring and Analyzing Amazon Advertising Campaigns Weekly Tasks • In-depth Analysis of Amazon Ads Performance • Inventory Updates • Listing Performance Analysis • Continued Product Research Monthly Tasks • Keyword Research • Listing Optimization • Competitor Monitoring • Creating New Product Images Overall, my experience at AmazeNation helped me develop strong proficiency in Amazon FBA operations, Helium 10 tools, and e-commerce account management. I consistently delivered value by blending data-driven research with responsive customer and account management.

• With the use of the training that I got from V1, I was able to learn so many rebuttals to answer the curiosities of the potential sellers.
• I was able to learn the importance of the cold calling business in real estate, aside from that they have trained us to use google calendar, e-mail sorting, and Real Estate contract listing.
• I enjoyed being a cold caller even with a time tracker.
• I have learned some skills in being a cold caller such as.
  • Familiarize the script! They have provided me with rebuttals; I always made sure to provide reasonable answers regarding their question 
  • One of my strategies is to think of them as my friend. - Yes, they are strangers but, if I talk to them, it was as if I was like a friend then we would feel comfortable.
  • Building rapport, Tonality, Empathy - Sounding too dead during a call is a no-no, I am delighted that my personality and the way of talking is very friendly.

• I also experienced working in Verizon Online, I was assisting customers with internet connection issues, and computer issues, the Verizon customers were calling me.
• I helped them with their technical difficulties over the phone, it is difficult and challenging cause we cannot see their computer and physical set up.
• I give them step by step procedure to fix their internet issues, with it I enhanced my patience, communication skills, customer service and satisfaction.

• Responsible for responding to caller inquires for available properties, inquiries from owners/tenants of managed properties, assist in generating maintenance services requests and others via ticketing system on both Buildium and Zendesk

• To provide customer suporrt via chat platform and upsales

• As an agent, to invite propective clients to attend orientation for a potential job placement for a U.S. based company

• To invite and secure seating for potential prospects for the position of insurance for a U.S. based insurance company

• To address customer issues on the online selling platform format.
• Resolve issues between seller-buyer transactions.
• Recommend best format to use on website to ensure maximum exposure and guaranteed sale

• To resolve customer issues with billing, channel line-ups, customer complaints, troubleshoot technical problems with channel feed and digital box issues

• To offer and make available customer's choice of hotel, and provide best and affordable choices and ensure reservations are completed.

• To process back end credit checks for loan applicants in the U.S.

• Responsible for responding to caller inquires for available properties, inquiries from owners/tenants of managed properties, assist in generating maintenance services requests and others via ticketing system on both Buildium and Zendesk

• To provide customer suporrt via chat platform and upsales

• As an agent, to invite propective clients to attend orientation for a potential job placement for a U.S. based company

• To invite and secure seating for potential prospects for the position of insurance for a U.S. based insurance company

• To address customer issues on the online selling platform format.
• Resolve issues between seller-buyer transactions.
• Recommend best format to use on website to ensure maximum exposure and guaranteed sale

• To resolve customer issues with billing, channel line-ups, customer complaints, troubleshoot technical problems with channel feed and digital box issues

• To offer and make available customer's choice of hotel, and provide best and affordable choices and ensure reservations are completed.

• To process back end credit checks for loan applicants in the U.S.

• Manage client database.
• Schedule appointments.
• Respond to customer inquiries and requests
• Tools Used:
  • FollowupBoss
  • RealGeeks
  • Zillow/Premiere Agent Inbox
  • Opcity Broker Portal Mobile App
  • Realtor.com
  • GNIAR MLS

• Prospect and conduct lead generation activities for new listing appointments.
• Manage all leads in contact database system, set and complete tasks in the system, and track all client communications
• Tools used for work:
  • RESIMPLI
  • Smarter Contacts
  • Google Suite
  • Slack 

• Placing outbound phone calls to potential leads-
• Answered and managed incoming and outgoing calls while recording accurate messages.
• Call potential customers by following calling list provided by supervisors.
• Answer any questions that the potential customer asks to the best of ability
• Tools used for Work:
  • Zencall
  • Podio

• Answered all emails received by clients and resolved their queries and complaints about a daily basis ·
• Read e-mails and sort them according to priority ·
• Ensured that all the e-mail communication activities are performed in accordance with the company policies
• Tools used for work:
  • Zendesk
  • Slack
  • Google Suite

• Assist and answers customer queries.
• Assist customers with their billing concerns
• Process Payments, Account Changes,
• Service Plan Changes, Upgrades, and Downgrades
• Assist customers in processing online orders, shipping and tracking of new and replacement devices
• Provide basic troubleshooting steps.
• Tools Used: CRM

• Manage client database.
• Schedule appointments.
• Respond to customer inquiries and requests
• Tools Used:
  • FollowupBoss
  • RealGeeks
  • Zillow/Premiere Agent Inbox
  • Opcity Broker Portal Mobile App
  • Realtor.com
  • GNIAR MLS

• Prospect and conduct lead generation activities for new listing appointments.
• Manage all leads in contact database system, set and complete tasks in the system, and track all client communications
• Tools used for work:
  • RESIMPLI
  • Smarter Contacts
  • Google Suite
  • Slack 

• Placing outbound phone calls to potential leads-
• Answered and managed incoming and outgoing calls while recording accurate messages.
• Call potential customers by following calling list provided by supervisors.
• Answer any questions that the potential customer asks to the best of ability
• Tools used for Work:
  • Zencall
  • Podio

• Answered all emails received by clients and resolved their queries and complaints about a daily basis ·
• Read e-mails and sort them according to priority ·
• Ensured that all the e-mail communication activities are performed in accordance with the company policies
• Tools used for work:
  • Zendesk
  • Slack
  • Google Suite

• Assist and answers customer queries.
• Assist customers with their billing concerns
• Process Payments, Account Changes,
• Service Plan Changes, Upgrades, and Downgrades
• Assist customers in processing online orders, shipping and tracking of new and replacement devices
• Provide basic troubleshooting steps.
• Tools Used: CRM

• Worked as a Virtual Assistant. We worked on different clinics in the U.S.A.
• Calling leads whose age are 65 and above with health insurances as qualified to have a consultation for their knee pain problem.
• We also do Lead Generation, Data Entry, Data Mining, Custome Service, and Video and Photo Editing for business promotion.
• Tools that we used are Skype and Dialpad for calling leads. NoCRM tool for lead information and data entry.
• Google Docs and Google Sheets for reports, and Engage Spark for sending SMS and Roundcube for email proposals.

• Computer Instructor and Hardware Technician
• I was teaching computer subjects for elementary and highschool level.
• Also, I was also responsible for the hardware and software maintainance of the school's computer laboratory. 

• We were so called "Universal Agents" because we handled technical support, billing, customer service, and sales.
• I became part of the support team  on my second year with the company wherein we handled supervisor's call all the time.
• It was a stepping stone for us to be supervisors of the campaign.
• The company we support was Time Warner Cable.
• We handled customers using Cable TV, Digital Landline Phone, and Internet Service
• Part of our job is to make sure every call is a sales call. Making sure that customer will be interested on having additional services depending if its Cable TV, internet or Home Phone.
• We used tools that came from Time Warner Cable. Tools for customer information, tools for checking outages, tools for making sales as it is connected to the dispatch team for them to know updates about our sales and technician schedule of service installation. 

• We support customers having issues with their laptop and desktop computers.
• It includes windows operating system installation and support for software application.
• It was a complete hardcore technical assistance that we do so part of our responsibility is to make sure customer can follow the instructions being given to fix issues.
• We also handled case management at the same time wherein in we make sure that we handle customer's concerns even the issues are all fix.
• We call them to ask if the issue still occurs and of course fix the problem without them calling us again.
• We use a software tool which was owned by DELL company wherein it handles all customer information and all the steps troubleshooting.  Information about DELL computer products can also be found on the DELL tool. 
• We also use Dell's main website for updates on its hardware and software parts.

• We do pure outbound calls to produce sales everyday.
• We handled different private health insurances and Medicare.
• Using customer insurances to create orders of different medical equipments depending on their needs.
• After a year, I was promoted as a team leader where I handled 2 teams.
• I coach them, listen to calls, and train them to be more effective when it comes to sales.
• We used tools such us Vicci Dialer, Google Docs and Goodle Sheets for creating reports and entering data of successful sales.

• Worked as a Virtual Assistant. We worked on different clinics in the U.S.A.
• Calling leads whose age are 65 and above with health insurances as qualified to have a consultation for their knee pain problem.
• We also do Lead Generation, Data Entry, Data Mining, Custome Service, and Video and Photo Editing for business promotion.
• Tools that we used are Skype and Dialpad for calling leads. NoCRM tool for lead information and data entry.
• Google Docs and Google Sheets for reports, and Engage Spark for sending SMS and Roundcube for email proposals.

• Computer Instructor and Hardware Technician
• I was teaching computer subjects for elementary and highschool level.
• Also, I was also responsible for the hardware and software maintainance of the school's computer laboratory. 

• We were so called "Universal Agents" because we handled technical support, billing, customer service, and sales.
• I became part of the support team  on my second year with the company wherein we handled supervisor's call all the time.
• It was a stepping stone for us to be supervisors of the campaign.
• The company we support was Time Warner Cable.
• We handled customers using Cable TV, Digital Landline Phone, and Internet Service
• Part of our job is to make sure every call is a sales call. Making sure that customer will be interested on having additional services depending if its Cable TV, internet or Home Phone.
• We used tools that came from Time Warner Cable. Tools for customer information, tools for checking outages, tools for making sales as it is connected to the dispatch team for them to know updates about our sales and technician schedule of service installation. 

• We support customers having issues with their laptop and desktop computers.
• It includes windows operating system installation and support for software application.
• It was a complete hardcore technical assistance that we do so part of our responsibility is to make sure customer can follow the instructions being given to fix issues.
• We also handled case management at the same time wherein in we make sure that we handle customer's concerns even the issues are all fix.
• We call them to ask if the issue still occurs and of course fix the problem without them calling us again.
• We use a software tool which was owned by DELL company wherein it handles all customer information and all the steps troubleshooting.  Information about DELL computer products can also be found on the DELL tool. 
• We also use Dell's main website for updates on its hardware and software parts.

• We do pure outbound calls to produce sales everyday.
• We handled different private health insurances and Medicare.
• Using customer insurances to create orders of different medical equipments depending on their needs.
• After a year, I was promoted as a team leader where I handled 2 teams.
• I coach them, listen to calls, and train them to be more effective when it comes to sales.
• We used tools such us Vicci Dialer, Google Docs and Goodle Sheets for creating reports and entering data of successful sales.

• Overseeing hotel reservation operations and ensuring that each customer's hotel reservation is properly managed.
• Managed a team of 15 people and assisted in increasing hotel membership sales by 25%.
• Assuring that employees are working with ethics that are in line with the company's mission and vision.

• Handled customer inquiries via inbound calls and resolved issues quickly. Assuring that first-call resolution is always met
• Interacted with nearly 100 customers during an average shift, exceeding volume targets by 20% while maintaining customer satisfaction.

• Memorized the entire product and service line of the company, including prices and special discounts.
• Provided client support on a wide range of company products, resolving issues at a 90% rate.
• Awarded “Fastest Learner” award during the first month of intern training
• Awarded with “Agent of the month” award for three consecutive months for maintaining the highest customer satisfaction rate.

•  Help the company with providing exceptional customer service thru chat and email.
• Manages up to 100 client contacts per day by using Zendesk as a CRM.
• Handle a team of 5 people while ensuring that emails and chats are answered within the agreed-upon service level while maintaining the highest quality of work

• Handle 50+ calls daily, with duties including training customers on how to use the banking system for day-to-day business activities while ensuring the highest quality of service.
• Received an average 87% customer satisfaction rating, 15% higher than the company average

•  Improve customer experience by taking inbound and outbound calls.
• Create procedures to improve the business processes, trained three people with the company's SOP to help improve daily business operations.

• Overseeing hotel reservation operations and ensuring that each customer's hotel reservation is properly managed.
• Managed a team of 15 people and assisted in increasing hotel membership sales by 25%.
• Assuring that employees are working with ethics that are in line with the company's mission and vision.

• Handled customer inquiries via inbound calls and resolved issues quickly. Assuring that first-call resolution is always met
• Interacted with nearly 100 customers during an average shift, exceeding volume targets by 20% while maintaining customer satisfaction.

• Memorized the entire product and service line of the company, including prices and special discounts.
• Provided client support on a wide range of company products, resolving issues at a 90% rate.
• Awarded “Fastest Learner” award during the first month of intern training
• Awarded with “Agent of the month” award for three consecutive months for maintaining the highest customer satisfaction rate.

•  Help the company with providing exceptional customer service thru chat and email.
• Manages up to 100 client contacts per day by using Zendesk as a CRM.
• Handle a team of 5 people while ensuring that emails and chats are answered within the agreed-upon service level while maintaining the highest quality of work

• Handle 50+ calls daily, with duties including training customers on how to use the banking system for day-to-day business activities while ensuring the highest quality of service.
• Received an average 87% customer satisfaction rating, 15% higher than the company average

•  Improve customer experience by taking inbound and outbound calls.
• Create procedures to improve the business processes, trained three people with the company's SOP to help improve daily business operations.

• Checks guest's reservation on a daily basis.
• Responds to guests messages and inquiries.
• Calls/text guests using Google voice.
• Confirms guests booking and sending them Electronic Door Keypad lock codes.
• Creates and updates Guidebooks using Hostfully.
• Creates a task and communicates daily to housekeeping, maintenance and inspection every check out.
• Checking bookable houses.
• Accepting payments and deposits.
• Order supplies for all of the properties as per the housekeeper's requests.
• Process refunds to guests and file claims for damage.
• Responds to guests reviews.
• Make sure to keep Super host status and ratings by removing bad reviews.

• Promote migration and visa services globally
• Persist in sales even in the face of failure
• Chase leads and follow up with phone calls
• Schedule appointments and meetings as necessary
• Answer queries from clients
• Find ways to sell products in the face of a down market
• Demonstrate superior time management skills and meet sales deadlines

• Calling agents to see if parcels are at the location and marking them in the system accordingly.
• Booking couriers to go and collect parcels.

• Cold calling leads who might be interested in selling or buying new properties
• Call leads who might need help to manage their rental properties
• Sends free market updates via email
• Input gathered data and notes into our database, CRM (MYDESKTOP) and Google spreadsheet
• Sends email to my client for prospect sellers that need to have an appraisal
• Sets up appointments for my client to visit the property
• Conduct follow ups on leads

• Live calls monitoring
• Led employee relations through effective communication, coaching, training and development.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Identified and corrected deficient performance and behaviors to achieve maximum productivity.
• Monitored incoming calls and provided feedback to associates to improve quality of service.
• Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
• Facilitated weekly meetings to communicate team performance goals and results.

• Inbound calling for a US Telecom Company ( Sprint )
• Upselling of products like phones ,plans , broad bands and accessories
• Process orders
• Take payments
• Track orders
• Handles billing inquiries and payments

• B2C outbound calling
• Verify customers application that was submitted online
• Check if they qualify for a loan by checking their credit report
• Transfer to lender

• Checks guest's reservation on a daily basis.
• Responds to guests messages and inquiries.
• Calls/text guests using Google voice.
• Confirms guests booking and sending them Electronic Door Keypad lock codes.
• Creates and updates Guidebooks using Hostfully.
• Creates a task and communicates daily to housekeeping, maintenance and inspection every check out.
• Checking bookable houses.
• Accepting payments and deposits.
• Order supplies for all of the properties as per the housekeeper's requests.
• Process refunds to guests and file claims for damage.
• Responds to guests reviews.
• Make sure to keep Super host status and ratings by removing bad reviews.

• Promote migration and visa services globally
• Persist in sales even in the face of failure
• Chase leads and follow up with phone calls
• Schedule appointments and meetings as necessary
• Answer queries from clients
• Find ways to sell products in the face of a down market
• Demonstrate superior time management skills and meet sales deadlines

• Calling agents to see if parcels are at the location and marking them in the system accordingly.
• Booking couriers to go and collect parcels.

• Cold calling leads who might be interested in selling or buying new properties
• Call leads who might need help to manage their rental properties
• Sends free market updates via email
• Input gathered data and notes into our database, CRM (MYDESKTOP) and Google spreadsheet
• Sends email to my client for prospect sellers that need to have an appraisal
• Sets up appointments for my client to visit the property
• Conduct follow ups on leads

• Live calls monitoring
• Led employee relations through effective communication, coaching, training and development.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Identified and corrected deficient performance and behaviors to achieve maximum productivity.
• Monitored incoming calls and provided feedback to associates to improve quality of service.
• Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
• Facilitated weekly meetings to communicate team performance goals and results.

• Inbound calling for a US Telecom Company ( Sprint )
• Upselling of products like phones ,plans , broad bands and accessories
• Process orders
• Take payments
• Track orders
• Handles billing inquiries and payments

• B2C outbound calling
• Verify customers application that was submitted online
• Check if they qualify for a loan by checking their credit report
• Transfer to lender

• Order processing and customer account management
• Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
• Tasks involved live chat operation, supervising work hours and on-call schedules
• Authorizing order processing and coordinating time-off requests, managing sales and marketing
• Refund and exchange data - assisting with paperwork for potential clients
• Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
• Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

• Participate in quality assurance procedures.
• Lead call calibrations and perform random-sample audits on calls.
• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
• Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

NORTH AMERICAN TECHNICAL SUPPORT

• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.

Established warm and friendly rapport whilst interacting with customers by phone and email.

• Order processing and customer account management
• Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
• Tasks involved live chat operation, supervising work hours and on-call schedules
• Authorizing order processing and coordinating time-off requests, managing sales and marketing
• Refund and exchange data - assisting with paperwork for potential clients
• Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
• Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

• Participate in quality assurance procedures.
• Lead call calibrations and perform random-sample audits on calls.
• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
• Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

NORTH AMERICAN TECHNICAL SUPPORT

• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.

Established warm and friendly rapport whilst interacting with customers by phone and email.

• Participate in quality assurance procedures.
• Lead call calibrations and perform random-sample audits on calls.
• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
• Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.

Handled incoming and outbound calls.