Aivy Balde Reforma

AIVY REFORMA Customer Service Rep & Virtual Assistant ABOUT ME PROFESSIONAL SUMMARY I am an experienced and passionate customer service representative with a proven track record for resourcefulness and exceeding productivity goals. INTEREST SKILLS & COMPETENCIES SELECTED ACHIEVEMENTS - Awarded "Best New Hire" in 2017 by Tomliam Corp - Profiled in the April 2017 issue of Stardew Magazine - Consistently scored 90% on customer feedback Music Movie Traveling Hiking GET IN TOUCH! -- 0169 Yakal St., Brgy. Sta.Clara, Sta Maria Bulacan, 3022 Philippines iamaivy23 I'm confident in my ability to make anything I put in my mind to success. I work quickly, positively and efficiently because I love what I do. I'm extremely motivated and a great manager of time, I learn swiftly and I have a string analytical skills Troubleshooting Service-oriented 60 wpm typing speed Computer software savvy Clear phone, email and live chat communication Situation Evaluation and Attentiveness Empathy Ability Persuasion Skills Time Management and Flexibility Closing Ability APPS AND TOOLS MIcrosoft and Google E-commerce Tools 'Canva Email and chat support tools Communication ( Skype, Zoom ) DISC PERSONALITY Dominance Describes the way you deal with problems, assert yourself and control situations. Influence Describes the way you deal with people, the way you communicate and relate to others. Steadiness Describes your temperament - patience, persistence, and thoughtfulness Compliance Describes how you approach and organize your activity, procedures and responsibilities. Big Five personality Test Report Openness to experience Conscientiousness Extraversion Agreeableness Natural reactions 12% 85% 66% 46% 15% Customer Service Experience Communicate expectations, assignments and responsibilities clearly and professionally Undertake ongoing customer service work to better understand the demands, positive and pain points of the job Teach and train team members on various customer service strategies Develop a multifaceted rewards system that makes team members excited to show up to work every day and do their best Teletech- Intern Team Leader Technical Support Rep Teletech- Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. Customer Service Representative Convergys- Provide technical support assistance over the phone for iPhone, iPad and iPod users Securing reservations for their repair appointments in the store Setting up expectations about their product’s warranty Provide simple and easy How-To’s about their product Subject Matter Expert/Intern Trainer Teletech- Provide a wealth of knowledge and support to agents. Provide expertise for different products. Plans, conducts, coordinates and implements a comprehensive training program for the staff. Training components will be geared toward new hires, existing staff and individual who seek one-on-one assistance. Prepares new representatives by conducting orientation to service processes; developing individual coaching plan, providing resources and assistance, scheduling orientation and ongoing training. Customer Service Experience Technical Support Rep Teleperformance- Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. Other Working Experience Online English Teacher 2016 - 2018 instruct students in grammar and writing skills also work with students in analyzing texts and reading classic works of literature, track student progress Teach kids and adults from ages 3-75years old Customer Service Representative Aegis People Support- Make reservation for members and potential members. Contact hotel staff. Explain program and promotional information Answer inquiries, resolves complaints, researches accounts, refer guests to appropriate departments and documents appropriately Education Holy Family International College course: Information Technology , 2011 Grace of Shekinah School 2009 Key Skills People Oriented: Customer Service Skills Initiative Strong work Ethic Goal Oriented: results achiever Learning Agility Positive Attitude: creating a positive environment Communication Skills Flexibility and Adaptability Can work under minimal supervision Awards and Recognitions Best Agent Award across all site ( 2015 ) Teletech Top Team Award - First Call Resolution Category - Teletech Top Agent for 2018 (Customer Satisfaction Survey - Convergys Top Subject Matter Expert Award - Teletech