Armi C. Decena

Armi C. Decena Bldg. 1 Apt. 12 BBHP Zamora St., - Pandacan, Manila, Philippines 1011 - Summary A freelance support that is dedicated, motivated, and skilled to maintain customer and client satisfaction in all aspects provided. Highly trained in contributing to the company's success. Proven ability to establish rapport and exceed customer's expectations. Self-starter, reliable, and with keen observation with details and information. Highlights ◦ Customer Service ◦ Customer - oriented ◦ Technical Support ◦ Service - oriented ◦ Internet connection / DSL and High Speed ◦ Resolution expert ◦ Web hosting ◦ Professional and courteous ◦ Account and technical inquiries ◦ Problem solver ◦ Email support ◦ Team player ◦ Team management ◦ Energetic work attitude Experience General Virtual Assistant 20four7va Inc. April - November 2016 www.20four7va.com ◦ Generally tracking your client's US-based online store where main tasks are needed to be accounted for upon logging in to the system ◦ Attends to received customer messages and making sure that response is provided with 24-hour lapse time ◦ Checking of customer feedback left on product pages and submitting those that did not met requirements set by the system for removal ◦ Reviewing inventory for products that has been suppressed by the system due to issues that needs to be fixed and resolving those to make sure that these products are visible online for purchase ◦ Encoding qualified candidate's resume on our database for automatic system matching that uses tags ◦ Submit the candidate's application directly to our Manager for interview approval, if a peer finds them qualified after a peer review ◦ Once interview is approved, candidate would be contacted via email and Skype call to verify employment status and preferred interview schedule ◦ Contact candidate on time and prepare all the documents needed for the scheduled interview ◦ Interview questions would be base on the online system. Rapport and friendly tone are also important. ◦ Provide ratings and comments regarding the candidate's interview, base on the information provided, and how well the description and explanation was given for items asked Freelance Human Resources Recruiter / Team Lead / Trainer Cloudtrend Inc. October 2015 - Present www.cloudtrend.ca ◦ As a Freelance Recruiter, we are given job post/s to handle and is responsible for making sure that the candidate that qualifies are updated with their application status ◦ Per task completion payment is the system that we have, hence, we also look for candidates from other job hunting sites ◦ Log on to system to check for candidates that applied on the job post/s responsible for ◦ Check and review candidate's resume for work experience that is related to or similar to the post they are applying for ◦ Encoding qualified candidate's resume on our database for automatic system matching that uses tags ◦ Submit the candidate's application directly to our Manager for interview approval, if a peer finds them qualified after a peer review ◦ Once interview is approved, candidate would be contacted via email and Skype call to verify employment status and preferred interview schedule ◦ Contact candidate on time and prepare all the documents needed for the scheduled interview ◦ Interview questions would be base on the online system. Rapport and friendly tone are also important. ◦ Provide ratings and comments regarding the candidate's interview, base on the information provided, and how well the description and explanation was given for items asked ◦ A peer is also responsible for reviewing, rating, placing their comments, and analyzing the a completed interview by another peer ◦ If the candidate passes, a Skill Matrix online page would be sent to the candidate and when it's done, it would be reviewed and additional details provided would be added to the online and file resume ◦ If the candidate passes Skill Matrix review done by our Manager, as a recruiter a formal proposal document would be created and submitted to the clients ◦ Every tasks completed would be noted and filed on a specific Dropbox folder according to client, job post, and candidate ◦ Job positions may be assigned to a recruiter and have it processed as Urgent. Multi tasking, proper documentation, and task prioritization are key skills needed in achieving target and due dates. ◦ Conducts research towards unfamiliar assigned job positions, technical jargons, and basic requirements in which may include software, hardware and/or applications. ◦ As a Team Leader, I personally make sure that the recruiters that I handle are up to date about processes and procedures, well informed about their Areas for Improvement and strengths, and all questions are answered ◦ Training sessions are conducted either by group or individually. ◦ Group sessions are considered for procedure discussions and new available job opportunities briefings. ◦ Individual training would be appropriate to concentrate on a recruiters situation, where in both parties can concentrate on concerns and discuss. This is where you can also gauge a recruiter's work ethics. ◦ One important rule is to answer your team's concerns in a timely manner. ◦ Giving out extra effort in knowing your team's attitude is hard in a work-from-home set up, so giving up more effort is a necessity to build a relationship woth colleagues ◦ Tracking AFI's and strength's for the team as a whole and individually is a great key in building up confidence and self-reliance. Appreciation can definitely be derived from these information. ◦ Providing accurate feedback, examples, and encouragement to team members are essential for their growth ◦ Entrusting team members to handle work and personal related issues, and showing support through out their journey with the team, and even with the company ◦ Knowing each team members personality and attitude is a big key in helping Team Leaders to guide and assist them Account Manager / Customer Service Representative Logoloft, Logo Design - Manila, Philippines December 2013 to October 2015 www.thelogoloft.com ◦ Answer customer inquiries via phone call, email and chat sessions regarding existing accounts and order details. ◦ Assist with customer's needs and wants upon placing orders and provide accurate suggestions. ◦ Update account's point-of-contact regarding order specification changes and other information pertaining to their order/account. ◦ Refresh account with requested changes on orders and delivery details. ◦ Confirm orders and shipping information through CRM. Consumer Messaging Specialist / Team POC SilverSky (formerly Perimeter E-Security) - Makati City, Philippines November 2011 to November 2013 ◦ Promptly responds to general and technical email inquiries from clients via phone and email support. ◦ Provides information regarding clients' email account information and subscriptions to resolve client concerns in a timely manner. ◦ Handles supervisory calls and concerns, provides tier 2 assistance and approvals needed. ◦ Generates weekly and monthly agent documentation report for quality assurance and provides coaching sessions. ◦ Updates team members with their weekly and monthly statistics or scorecards. ◦ Tasked to prepare and present "New Hire Training Manual", train newly hired specialists and evaluate their performance after training time frame. ◦ Cross-trained and provides back-up for other support teams when needed. ◦ Involved in events planning and decision making. ◦ Performing the post of SME, tasked to review 30-day old ticket logs. Reviews history and ask agent that handled the ticket. ◦ Handles these tickets, contacts the customer either via email or phone calll to verify if the ticket issue still continues to happen. Extensive research would be done to resolve recurring issues. ◦ Coached agent/s that handled the ticket previously to train them with the correct resolution that resolved the issue that was categorized as Pending initially Line Number Port Specialist / Technical Support Representative Acquire Asia Pacific - Mandaluyong City, Philippines April 2010 to July 2011 ◦ Assist customers in transferring their existing phone number/s with other Telco providers to our servers. ◦ Inform customers about the process and documents needed for the transfer be successful. ◦ Process the request and uploading of documents on our online system. ◦ Update them either via email or phone call about their request status. ◦ Provide instructions and assistance upon successful transfer of number/s. ◦ Answer customer inquiries via phone calls and resolve their Toll-free number concerns ◦ Assists in setting up of Toll-free via our Online Support Site. ◦ Remotely accessing modems, routers and VOIP phones for configuration and perform test calls. May to September 2009 Technical Support Representative West Contact Services - Makati City, Philippines ◦ Provides email and technical assistance to customers via phone calls to resolve customer concerns and requests. ◦ Assists in email and equipment configuration and replacements. ◦ Provides step by step instructions and accessing of equipments for resolution. February 2008 to May 2009 Customer Service / Technical Support Representative Sutherland Global Services Inc. ◦ Places outbound calls to clients who purchased webpages with our system. ◦ Provides information on site management, designing and maintenance. ◦ Excelled in exceeding daily targets and quota. ◦ Placed server requests for activation and assisted in software and hardware registration. ◦ Provided walk-throughs for hardware activation and answered general inquiries. Technical Support Representative TeleTech Corp. - Pasay City, Philippines August 2007 to February 2008 ◦ Answers incoming calls from customers with DSL and account concerns. ◦ Provides assistance and support regarding email and account set up; and technical inquiries. ◦ Accessing customer's equipment remotely for configuration and testing purposes. ◦ Educate customer's with easy-to-do instructions for availed services. Customer Service / Technical Support Representative PeopleSupport Phils. - Makati City, Philippines January to June 2007 ◦ Answers incoming calls from customers with website/page concerns. ◦ Assists with website/page, email and FTP issues. ◦ Receives tasks from customers regarding their media and access concerns. ◦ Places outgoing calls to customer's with pending concerns that was handled by our team. ◦ Provides email, access and login information for long-term resolution. ◦ Conducts website/page and file transfer tests to make sure that it is working properly. Education Collegiate : ◦ Pamantasan ng Lungsod ng Maynila ◦ B.S. In Business Administration Major in Economics ◦ Gen. Luna St., Intramuros, Manila, Philippines Intermediate : ◦ Manuel A. Roxas High School ◦ Canonigo St., Paco, Manila Primary : ◦ 2000 - 2002 1996 - - 1996 Jacinto Zamora Elementary School ◦ East Zamora St., Pandacan, Manila