Angelica Adoptante

 JOB OBJECTIVE To secure a position with a well-established organization with a stable environment in the field of customer or technical service. To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to work well with people. WORK EXPERIENCE Oct 2018 – PresentDiversify Offshoring Staffing Solutions 10/F Twenty-Five Seven Building 25th st co. 7th ave, Taguig City 1634 Account: EventMobi Position: Support Specialist | Canada A Customer Support interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services. Provide inbound customer support via phone, email and live chat to ensure questions are resolved promptly and thoroughly Help troubleshoot more complex client inquiries and triage to North American team when necessary Think critically about the product to provide and log feature requests and product ideas to Engineering Team. Responsible for designing and customizing client applications using CSS Replicate bugs or issues with platform and report to Technical Support Team Assist with data entry and manipulation via Excel, Word and PDF. Complete administrative tasks to ensure efficiency of EventMobi around the clock. Review client applications and provide suggestions and feedback via email. There is the opportunity to learn and be involved at every point of the company while helping and building relationships with a wide range of EventMobi clients across the world Feb 2015 – July 2018 Diversify Offshoring Staffing Solutions 31/F Robinson's Summit Building 6783 Ayala Avenue, Makati City 1226  Account: TicketFire Position: Operations Manager Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Payroll management, including tabulation of accrued employee benefits. Supervise and coach team member on a daily or weekly basis Send reports to the Chief Executive Officer on a weekly basis regarding how the operations here in Manila went Provides on boarding training for newly hired employees Create and manage the schedule of everyone including the leaves and holidays each employee must have Position: Data Entry Specialist | Tickets Processing Responsible for accurately entering information into the relevant systems in a timely manner whilst ensuring quality and accuracy of data Enters data by inputting alphabetic and numeric information according to the required format Check and validate completeness of documents before process; check source documents for accuracy and verify data and correct data where necessary Prepare, compile and sort documents for data entry and obtain further information for incomplete documents; update data and delete unnecessary files Combine and rearrange data from source documents where required; enter data from source documents into prescribed computer database, files and forms Transcribe information into required electronic format when necessary Scan documents into document management systems or databases and store completed documents in designated locations Maintains data entry requirements by following data program techniques and procedures Verifies entered information by reviewing, correcting, deleting, or reentering data; combining data from available systems when information is incomplete; purging files to eliminate duplication of data Processes source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents for resolution Maintains data entry requirements by following data program techniques and procedures; Comply with data integrity and security policies Ensure all work requests are done in accordance with agreed time scales Conduct compliance checks on all documentation against predetermined checklists Encode, ensure, and verify data entry conforming to the clients specifications or senior management directives Respond to requests for information and access relevant files; print information when required Aug 2011 – Sept 2014 Sutherland Global Services 10th floor Philplans Bldg. Taguig, Metro Manila Account: eBay Position: Consultant Assist buyers and sellers on basic procedure in buying or selling items online Be able to give resolutions to members who have issues with their purchased or sold items Redirect member to correct queue for assistance on different concerns handled by different LOB Provide good customer service to promote loyalty to the product Ensure that issues are resolved always Position: Mentor Assist and handle new hires Conduct quality and process check for the agents’ chat or email on a daily basis Provide assistance by giving them further explanation on the processes as well as how they can communicate well with their members. Share best practices. Daily meeting with the management to provide feedback and score update Conducts daily team huddle Nov 2006 - May 2011Sykes Asia, Inc 26/F Robinson's Summit Building Ayala Avenue, Makati City 1226  Account: Microsoft – MSN Hotmail / Windows Live Hotmail Position: Queue Manager Ensures that all available email or posts from members are answered on a timely manner Collects feedback from customers and forwards to immediate supervisor and/or the Client for further development/improvement of the product/services supported Assign forum posts to agents Check daily attendance Check hourly volume of support then send report to the management regarding the queue and agent status Position: Forum Support Moderator Answers and provides support to customers globally via forum support (one is to many) Ensures that high quality of response and good customer service experience is provided to customers Assists the customers in maximizing the benefits of using the Client’s products Position: Technical Support Engineer – Technical Respond and provide assistance/support to customers globally via email Promote products and services of our client Route customer's issue to proper department/group as necessary Provides first line technical support to customers through e-mail (one is to one) correspondence. Position: Technical Support Engineer – Fraud Check and report fraud cases forwarded by members Forward cases to management or client for further review Analyze if a photo, username or emails are considered as fraud or scam Education: Tertiary:AMA Computer University BSCS - Secondary:St. Anthony School- Primary:Colegio de Sta. Rosa- Makati, City St. Anthony School- Manila, City SKILLS: Data Management Admin Skills (MS Office - Google Drive) Typing Analytics (Basic) Basic Photo Editing Interpersonal skills and Teamwork Customer Service Skills Technical Skills Communication Skills Reference Available upon request