Ana Liza Ciata Tagacay

Ana Liza Tagacay-- linkedin.com/in/ana-liza-tagacay-3161a8112 Summary Experienced Customer Service Specialist with a demonstrated history of working in the financial services industry. Skilled in Customer Service Management, Customer Relationship Management (CRM), General Office Administration, Recruitment, Inbound/Outbound Phone and Email Support, LinkedIn Marketing, and Lead Generation. Experience Freelance VA Freelance Jul 2021 - Present (2 years 9 months) Virtual Admin Support assisting clients with: - General Office Management - Recruitment - Phone and Email Support - Lead generation Account Specialist I JPMorgan Chase & Co. Jan 2019 - Jul 2021 (2 years 7 months) Handles Chase US Home Lending account inquiries, billing questions, updating customer records and payment service requests through phone and email back office support. Ensure that all the bank’s policies and procedure regarding mortgage, code of conduct and regulatory guidelines are strictly complied with in the process of discharging dues. Channel complex mortgage customer complaints and inquiries to the appropriate department for effective resolution. Executive Assistant Rubii Feb 2018 - Jan 2019 (1 year) Assist an Australian startup company by coordinating executive communications, including taking calls, responding to emails. Prepare internal and external corporate documents for staff, clients, suppliers, contractors and government agencies. Schedule meetings and appointments and manage travel itineraries. Handle administrative support to executives. Production Manager OMG Direct May 2016 - Feb 2018 (1 year 10 months) An Australian start up company that assists real estate media marketing companies. Ensure that the production team’s workflow will run reliably and efficiently. Responsible for planning and organizing production schedules for a timely delivery of projects. Directly communicate with clients through email and phone. Assessing projects and resource requirements. Determining quality control standards are met. Handles payroll, staff productivity and other administrative functions such as hiring and exit interviews for resigning employees. Virtual Assistant Upwork Sep 2015 - May 2016 (9 months) Virtual admin support for a US mortgage agency. Virtual Customer Service Support assisting clients over the phone with various concerns such as but not limited to; walk through for a job manual, and self series of instructions. Prepare proposals for US government bidding for buses for people with special needs. Customer Service Specialist Citi Jul 2010 - Aug 2015 (5 years 2 months) Handled US mortgage collection outbound calls for delinquent accounts, pre-qualify customers for payment assistance program(s) based on company policy and guidelines. Handle mortgage account inquiries, billing questions and payment service requests. Maintains customer records by updating account information. Technical Support Specialist West Corporation Sep 2006 - Mar 2010 (3 years 7 months) Provide technical and network problem resolution to customers by performing a question diagnosis while guiding customers through step-by-step solutions and clearly communicating technical solutions in a user-friendly and professional manner. Deliver service and support to customers using and operating phone software, via remote connect on or over the internet. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Education Centro Escolar University Bachelor of Science, Commerce; Management Licenses & Certifications Foundations of Project Management - Coursera November 2022 Skills Office Administration • Lead Generation • Email Management • Customer Service • Customer Relationship Management (CRM) • Customer Relations • Coaching & Mentoring • LinkedIn Marketing Tools Skype • Crisp • Slack • 3CX • RingCentral • Monday.com • HubSpot • Trello • GoHighLevel • Bloom • ASANA • Mercury Cloud • Shopify • Gorgias • Hubstaff • GSuite • Microsoft Office • Career Highlight Actively involved in setting up a startup company in the Philippines. Spearheaded the company name change and company license renewal to various government agencies. And organized corporate social responsibility by joining charity campaigns.