Angelica Anne Amurao

ANGELICA ANNE AMURAO VIRTUAL ASSISTANT A curious, energetic, and highly motivated individual, with a proven track record in the field of freelancing – virtual assistant, social media manager, social media marketer, quality analyst, and customer service coach – with proven experience. A highly capable freelancer with an exceptional work ethic and commitment to organizational objectives. EXPERIENCE CONTACT FREEDOM HOUSE PROPERTY MANAGEMENT Virtual Assistant | 2022 -- Process Leasing and Releasing documents Manage company's social media account Batangas, Philippines Handled Leasing Inquiries thru Email/Phone/Chat Schedule Property Viewing Applicants Screening EXPERTISE SITEL Social Media Management Coach Customer Service | 2019 - 2022] Lead and manage a team and ensure KPIs are being met Social Media Marketing and even exceeded QuickBooks Specialist Identify agent’s opportunities by doing Root Cause Email Management Analysis. Inbound/Outbound Customer Enhance agent’s call handling skills by providing feedback Service based on identified RCA Email/Chat Customer Service Handled escalated calls Property Management Weekly and Monthly Business Review with the client Administrative Task Transition/New Hire Coach Quality Assurance Analyst | 2018 - 2019] Supported operations by doing fly-by coaching and SOFTWARE QuickBooks Bob GSuite Braintree MS Office Canva providing instant feedback to the agents based on call observation. Analyzed and identified strength and opportunities that can help operations enhance agent’s skills. Purecloud Provided relevant reports for use in making business Direct Express decisions Salesforce Call evaluation to ensure client’s policies and procedures Slack are being met. Weekly and Monthly Business Review with the client EDUCATION Siena College of Quezon City | 2015 Quality Lead Customer Care Specialist |-] Handled customer complaints and come up with the best resolution without binding the client’s policies and procedure. Business Administration Major in Financial Determined the quickest, most effective ways to answer a client’s Management or customer’s questions o Set up new customer accounts