Alma Asuncion

Alma A. Asuncion SKYPE: alma.asuncion21 WHATSAPP/Telegram: - Google Chat:-Discord: Alma0521#0018 LINKEDIN: www.linkedin.com/in/alma-asuncion-36a4a7169 Cellular Phone Number: - E-mail Address:- Professional Qualification: Detail-oriented and results-driven professional with extensive experience in customer service and virtual assistance. Adept at managing diverse responsibilities, including administrative support, personalized communication, and delivering exceptional client experiences. Proven ability to adapt to dynamic roles and excel in fast-paced environments. Key Highlights: ➢ ➢ ➢ ➢ ➢ Successfully provided virtual assistance for over six years, managing email communication, scheduling, and client relations for diverse industries. Delivered outstanding customer service, achieving high customer satisfaction scores in fast-paced, target-driven environments. Skilled in handling complex client inquiries, resolving issues efficiently, and maintaining positive relationships. Proficient in creating and managing organized workflows to ensure seamless administrative operations. Adept at utilizing AI tools and technologies to enhance productivity and streamline tasks. Key Skills: ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Virtual Assistance and Administrative Support Customer Service and Client Relations Email and Calendar Management Task Prioritization and Time Management Problem Solving and Conflict Resolution Problem Solving and Conflict Resolution CRM Software and Data Management Effective Written and Verbal Communication Multitasking in Fast-Paced Environments Research and Analytical Skills Proficiency in AI Tools and Technology Professional Experience: Upwork USA June, 2018 – September, 2024 Virtual Assistant/Personalized Email First Line Writer/Online Dating Assistant/Product Review Writer/Email Writer/Data Entry Specialist/Ghostwriter for E-books Key Responsibilities: • • • • • • • • Provided comprehensive virtual assistance, including email management, scheduling, document organization, and internet research. Ghostwrote e-books and articles across various genres, ensuring highquality, engaging, and SEO-optimized content tailored to client needs. Crafted compelling and personalized email first lines to improve open rates and reader engagement, utilizing thorough audience research. Assisted clients in managing online dating profiles by creating engaging content, responding to messages, and optimizing profiles for success. Wrote detailed, unbiased product reviews to guide purchasing decisions, highlighting features, benefits, and drawbacks. Delivered exceptional customer service by addressing client concerns, resolving issues promptly, and fostering strong client relationships. Leveraged CRM tools to track tasks, manage interactions, and maintain accurate client records. Enhanced productivity through effective task prioritization and workflow optimization. Simple Menu Flushing, New York January, 2018 – June, 2018 Virtual Assistant Key Responsibilities: • • • • Organized and managed executive schedules, including booking appointments and coordinating meetings. Provided email support, resolving customer inquiries and ensuring prompt follow-ups. Conducted research to support business projects and compiled actionable insights for decision-making. Maintained accurate records through meticulous data entry and documentation. Japan Info Website Home based May, 2013 – June, 2016 Content Writer (Japan Info) Key Responsibilities: • • • Researched and created engaging, informative content about Japan’s travel destinations, culture, and lifestyle, tailored to a global audience. Produced high-quality articles, blogs, and guides that aligned with brand guidelines and SEO best practices. Conducted thorough fact-checking and ensured accuracy in all published content. • Collaborated with the editorial team to brainstorm new topics and develop content strategies to boost website traffic and user engagement. Citibank Bonifacio Global City, Taguig City January, 2016 – June, 2016 Account Specialist (CITI Cards US) Key Responsibilities: • • • • Assisted clients with credit card account inquiries, including billing, payments, and rewards program details. Delivered tailored financial solutions by analyzing customer needs and recommending suitable products. Collaborated with internal teams to address complex account issues and ensure smooth resolution. Processed account updates, including changes in personal details and account closures, while maintaining compliance with banking regulations. Intelenet McKinley Hill, Taguig City December, 2011 - February, 2013 Hotel Reservations Specialist (Hilton Hotels) Key Responsibilities: • • • • Assisted customers in booking hotel reservations and provided expert recommendations based on preferences and budget. Maximized revenue through upselling premium services, including room upgrades and special packages. Managed customer profiles and preferences, ensuring seamless and personalized guest experiences. Coordinated with internal departments to address and resolve guest issues promptly. IBM Daksh Quezon City October, 2010 - September, 2011 Credit Card Collections Specialist (Lloyds TSB – UK Bank) Key Responsibilities: • • • • Contacted clients with overdue accounts, negotiated payment arrangements, and reduced delinquencies. Documented collection activities and maintained compliance with regulatory standards. Analyzed customer financial situations to offer tailored solutions for debt repayment. Collaborated with cross-functional teams to address complex cases and minimize risk exposure. Dell Perot Systems Makati City May, 2009 - August, 2010 Customer Service (Health Markets) Key Responsibilities: • • • • Provided comprehensive support to clients by addressing insurancerelated inquiries and claims. Educated customers about policy options and guided them through enrollment processes. Maintained detailed records of interactions to ensure accuracy and compliance with company standards. Resolved issues efficiently while maintaining high levels of client satisfaction. PeopleSupport (Philippines), Inc. Makati City September, 2008 - January, 2009 Sales Agent/ (Readers Digest) Key Responsibilities: • • • • Responded to customer inquiries and provided product information with a focus on customer retention. Processed orders and assisted customers with billing and subscriptionrelated concerns. Promoted upselling opportunities by introducing new products and services. Maintained accurate records of customer interactions and transactions. PeopleSupport (Philippines), Inc. Makati City June, 2008 – September, 2008 Travel Specialist (Orbitz) Key Responsibilities: • • • • Assisted customers with booking flights, hotels, and travel packages while ensuring a seamless experience. Utilized upselling strategies to promote additional services and maximize revenue. Resolved customer issues related to travel disruptions and provided alternative solutions. Maintained up-to-date knowledge of travel destinations, policies, and trends. PeopleSupport (Philippines), Inc. Makati City July, 2006 – June, 2008 Customer Service (EarthLink) Key Responsibilities: • Addressed customer inquiries related to internet connectivity, email setup, and other technical issues. • • • Provided step-by-step troubleshooting assistance to resolve technical problems and ensure service continuity. Educated customers about EarthLink services and promoted service upgrades to meet their needs. Maintained detailed records of customer interactions to ensure accurate documentation and follow-up. PeopleSupport (Philippines), Inc. Makati City January, 2006 - July, 2006 Travel Specialist (Expedia) Key Responsibilities: • • • • Assisted customers in planning and booking travel arrangements, including flights and accommodations. Provided personalized recommendations based on customer preferences and travel needs. Handled itinerary changes and cancellations while maintaining high customer satisfaction. Promoted additional services, such as travel insurance and tours, to enhance customer experience. Education: Delos Santos-STI College of Health Professions Quezon City November 2003-October 2005 Bachelor of Science in Nursing (undergraduate) Saint Louis College San Fernando City La Union November- A.B. Economics (undergraduate) Central Colleges of the Philippines Quezon City June 1995-March 1999 A.B. Economics (undergraduate) Character References: Available upon request