Anna Loren Joaquin

A|J ANNA LOREN JOAQUIN CALL CENTER CUSTOMER SERVICE REPRESENTATIVE Bunducan Street, Santa Maria, 3022, Philippines - - Committed Hands-on Dedicated Customer/Technical Service representative with 5 years' experience in Telco, Sales, Troubleshooting and an extensive range of skills. Driven, results-focused sales expert with 2 years' experience in the Sales industry. Client-focused Analytical Driven EDUCATION BACHELOR OF ARTS Trinity College of Quezon, City / Quezon City 2006 • Student Organization or Club Name Member Legal Management Society WORK EXPERIENCE CALL CENTER CUSTOMER SERVICE REPRESENTATIVE Expert Global Solutions / Apr 2012 - Aug 2014 / Quezon, City • Resolved and de-escalated customer complaints by solving issues quickly, acheived high level of customer satisfaction. • Major Legal Management • Exceeded company's projected daily target for the processing of credit card applications. • BA • Monitored • Thesis • Generated daily reports and recommendations for corrective actions to assist senior management in making decisions for improvements in operations. • HS Diploma • Top 10% of Class • Daily answered 80 to 90 inbound calls and efficiently directed caller to correct individual or department. HIGH SCHOOL DIPLOMA • Recognized and took advantage of opportunities to improve customer satisfaction to create repeat business. St. Paul College Of Bocaue / Bocaue Bulacan 2001 • Model Platoon • Dance Club • HS Diploma • Ranked in Top Number 10% of class • Promoted radios and radio stations to customers while providing service or during follow-up calls and achieved or exceeded revenue expectations as a result. • Prepared • Improved TECHNICAL SUPPORT SPECIALIST Convergys / Sep 2014 - Dec 2017 / Quezon City • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality. • Documented and updated case notes for each customer and work order. SKILLS Inbound and outbound calling • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals. • Assisted in streamlining repair processes by documenting each repair to facilitate actions of technical support in the future. • Documented • Communicated Credit card payment processing • Communicated with users by telepone to determine the problems they were facing, gave instructions for testing solutions to find the causes of the issues. Project Management • Determined appropriate corrections by assessing phoneand internet issues. Customer Satisfaction • Trained • Systematized • Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills. Sales Client Relations EXECUTIVE ASSISTANT High-energy attitude Customer Service Microsoft Office expertise MN Electro Industrial Supply and Services, Inc. / Feb 2018 - Present / Sta Maria Bulacan • Supported senior directors by producing consistently professional and error-free letters, presentations and spreadsheets. • Recorded • Scheduled conferences and meeting while coordinating logistics for travel and Customer Needs Assessment accommodations. Domestic and International Experience • Provided clerical services for more than 20 Engineers, responded to messages, scanned documents as required and routed all business correspondence. Organizational strengths • Coordinated meeting and event logistics for senior management, including executives and board of directors. • Supervised executive and management calendars while allocating tasks to Computer Proficient administrative support team for smooth operational flow. • Addressed and responded to incoming correspondence. Office equipment proficiency • Facilitated accurate schedule management and event coordination for senior leadership. Computer Literate • Updated and implemented administrative and executive support policy changes and monitored effects. Call center experience • Worked closely with auditors during the review process, providing clerical support and completing assigned tasks. Statement Billings Multi-Task Management • Managed • Made arrangements for conferences including all travel arrangements, hotel reservations, air reservations, and car rentals for those who were intending to attend. • Created and maintained computer- and paper-based filing and organization LANGUAGES systems for records, reports and documents. • Developed required research, documentation and reports for executive team, board members and stakeholders. English • Assisted team productivity by restocking supplies of office and break room. • Scheduled and planned meetings and conferences, including site-to-site video conferencing calls, which helped to streamline business operations. • Wrote and distributed executive meeting agendas and minutes to department heads and executive team members. • Coordinated customer facing webinars, including developing relationships with vendors, tracking customer attendance and post-webinar follow-up. • Coordinated senior executive travel accommodations and schedules for 5+ DRIVING LICENSE personnel. • Scheduled Board of Directors meetings and coordinated development of meeting materials and agendas. Driving license category Restriction 2 • Managed sensitive information with discretion while providing administrative support to executive teams. • Provided logistical support to visiting executives, coordinating with other Executive Assistants to arrange accommodations, transportation and personal assistance. VIRTUAL ASSISTANT August 2020 - Present Fast Investments LLC Resolve House Buyers LLC INTERNSHIPS PA R A L E G A L A S S I STA N T De Borja, Medialdea, Bello, Guevarra and Gerodias Law Oice / Apr 2020 - Apr 2020 / Ortigas City • Drafted judicial correspondence and handled all court mailings. • Answered client calls and asked open-ended questions to clarify issues and provided accurate information and resolutions to client queries. • Arranged all correspondence on behalf of the attorney. • Prepared clients for appointments and interviews. • Entered client data into a company-based software program in an accurate manner.