Bryan J

BRYAN JOROMAT VIRTUAL ASSISTANT WITH A HEART Email:-/ Skype: bjoromat EXPERIENCE IN DIFFERENT TASK:     Customer Service (Email/Call) Order Processor Vendor Relation Backend Support AMAZON/EBAY/SHOPIFY/ECOMMERCE Sites           Processing new orders Tracking the orders we have already put with the suppliers and making sure there is no problem with them Updating the Order Journal by entering the Price of the Sold an item at and its cost in order to calculate profit Entering tracking info on orders we have already put with the suppliers Processing refunds, Cancellation and exchange Answering customer inquiries Contacting Suppliers to discuss conflicts with customers Contacting Suppliers to get return label and deal with warranty issues Helping the team to track the stock availability of suppliers and updating them on Seller central Synchronicity Industries/ SSS Holdings August 2015 – July 2016 Customer Service & Procurement Specialist (Ebay/Amazon/Shopify)         Reviews planned orders, creates requisitions for purchase items, and manages approval process. Transmits and prioritizes approved purchase orders and supporting documents to the supplier. Tracks order acknowledgement, prepares and communicates shortage and backlog reports, and provides visibility of potential interruptions to internal customers. Track orders and confirms system lead times, delivery dates, and costs. Reviews, updates, and maintains purchase orders until they are closed. Ensures orders adhere to supplier agreements and contracts; reports non conformances. Attracts potential customers by answering product and service questions; suggesting information about other products and services. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Platinum Flooring Company November 2014 – April 2015 Support Specialist       Manage and Coordinate Backend Support Team Enhanced work structure, administrative and support system Coordinate with contractors regarding appointments Coordinate with vendors regarding stock availability and prices Update tools like Zoho, Magento and Google docs Customer service / Order process / Vendor relation task TheTeeShirtBakery June 2014 – January 2015 Support Specialist                       Provides assistance by resolving customer inquiries to achieve customer satisfaction and substantially contribute to the company’s sales volume goals. Analyzing the customer’s needs by suggesting alternate products as a replacement for out of stock items. Provides initiative in delivering administrative assistance to the team. Recommend improvements to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. Exhibits strong ownership and accountability in the mailbox and all tasks assigned. Strong attention to details and adhere on all updates/changes in process. Demonstrate initiatives to handle and complete projects. Attracts potential customers by answering product and service inquiries. Act as a primary customer resource for calls and emails to fulfill client’s requests for information. Administers and maintains customer records by updating account information. Ensures 100% customer satisfaction to contribute to the company’s goals. Provide resolution of standard issues within the defined SLA. Clarifying the customer’s complaint, determining the cause of the problem and provides prompt resolution to customer inquiries by providing appropriate and accurate information. Assists customer in placing and issuing a CS ticket. Analyzes transactions, adjusts errors, creates timely return authorizations & ensures correct resolution. Expediting corrections or adjustments by conducting basic research and following up to ensure resolution. Provides timely and accurate information to incoming customer order status and product knowledge requests. Recommends potential and alternate products or services, order changes & claims by collecting customer information and analyzing customer needs. Provides timely feedback to the company regarding service failures or customer concerns. Partners with the sales team to meet and exceed customer service expectations. Uses sound judgement in decision making to achieve daily goals and to know when to escalate issues to the supervisor. Provide proper documentation on the order or claims handled. Prevent customer returns by ensuring accuracy of solutions provided. Consult regularly with Sales representative to review order process and review details to ensure customer expectations are met.  Engages to the customer to ensure all important details are completed and ensure that expectations & Issues are properly addressed. 24/7 Customer Philippines, Inc. August 2015 - March 2015 Customer Relationship Marketing Representative        Deliver customer satisfaction and problem resolution to the client's customers for a particular account or program Interface with customers through the phone in a courteous, empathetic and professional manner Resolve customers’ needs, concerns, and problems Educate the customer on detailed product information Proper call escalation, call transfer, and redirection of customer concerns Deliver voice of the customer feedback to the client to improve overall service Participate in focus group discussions, meetings, ongoing training and related to improving overall customer satisfaction BRANCHED February 2013 – May 2014 Order Management Specialist        Deliver customer satisfaction and problem resolution to the client's customers for a particular account or program Interface with customers through the phone in a courteous, empathetic and professional manner Resolve customers’ needs, concerns, and problems Educate the customer on detailed product information Proper call escalation, call transfer, and redirection of customer concerns Deliver voice of the customer feedback to the client to improve overall service Participate in focus group discussions, meetings, ongoing training and related to improving overall customer satisfaction Natural Elements Promotional Product Company February 2013 – May 2014 Support Specialist         Provides assistance by resolving customer inquiries to achieve customer satisfaction and substantially contribute to the company’s sales volume goals. Analyzing the customer’s needs by suggesting alternate products as a replacement for out of stock items. Provides initiative in delivering administrative assistance to the team. Recommend improvements to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. Exhibits strong ownership and accountability in the mailbox and all tasks assigned. Strong attention to details and adhere on all updates/changes in process. Demonstrate initiatives to handle and complete projects. Attracts potential customers by answering product and service inquiries. Act as a primary customer resource for calls and emails to fulfill client’s requests for information. Administers and maintains customer records by updating account information.                Ensures 100% customer satisfaction to contribute to the company’s goals. Provide resolution of standard issues within the defined SLA. Clarifying the customer’s complaint, determining the cause of the problem and provides prompt resolution to customer inquiries by providing appropriate and accurate information. Assists customer in placing and issuing a CS ticket. Analyzes transactions, adjusts errors, creates timely return authorizations & ensures correct resolution. Expediting corrections or adjustments by conducting basic research and following up to ensure resolution. Provides timely and accurate information to incoming customer order status and product knowledge requests. Recommends potential and alternate products or services, order changes & claims by collecting customer information and analyzing customer needs. Provides timely feedback to the company regarding service failures or customer concerns. Partners with the sales team to meet and exceed customer service expectations. Uses sound judgement in decision making to achieve daily goals and to know when to escalate issues to the supervisor. Provide proper documentation on the order or claims handled. Prevent customer returns by ensuring accuracy of solutions provided. Consult regularly with Sales representative to review order process and review details to ensure customer expectations are met. Engages to the customer to ensure all important details are completed and ensure that expectations & Issues are properly addressed. Penbras Promotional Product Company February 2012 – April 2013 Order Management Specialist       Deliver customer satisfaction and problem resolution to the client's customers for a particular account or program Researches and confirms product availability and pricing to create / update customer specific reporting Performs outbound calls or email communications to existing or prospective customers on basic company initiatives. Prepare a product presentation, quotes and virtual mockup for clients who interested to order. Enters orders into system, pursuant to individual order characteristic requirements. Orders may be received via email, telephone or other relevant sources. Answers incoming customer calls, e-mails, or fax to fulfill requests for information. Completes outbound calls in order to follow-up on questions or concerns. EnfraUSA Solutions, Inc. October 2010 – January 2012 Customer Service Coordinator    Data entry for Information from vendor such as order updates like issues and shipping details Taking and sending information to client regarding order information Send daily tracker to client to monitors updated and closed orders TELUS International Philippines October 2009 – January 2010 Customer Interaction Associate     Responsible for inbound calls for any inquiries and orders (DELL) and assist any inquiry regarding Dell products. Data entry for Information from vendor such as order updates like issues and shipping details Taking and sending information to client regarding order information Send daily tracker to client to monitors updated and closed orders Branders.com Promotional Product Company March 2005 – May 2009 Sr. Account Manager                        Provides assistance by resolving customer inquiries to achieve customer satisfaction and substantially contribute to the company’s sales volume goals. Analyzing the customer’s needs by suggesting alternate products as a replacement for out of stock items. Provides initiative in delivering administrative assistance to the team. Recommend improvements to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. Exhibits strong ownership and accountability in the mailbox and all tasks assigned. Strong attention to details and adhere on all updates/changes in process. Demonstrate initiatives to handle and complete projects. Attracts potential customers by answering product and service inquiries. Act as a primary customer resource for calls and emails to fulfill client’s requests for information. Administers and maintains customer records by updating account information. Ensures 100% customer satisfaction to contribute to the company’s goals. Provide resolution of standard issues within the defined SLA. Clarifying the customer’s complaint, determining the cause of the problem and provides prompt resolution to customer inquiries by providing appropriate and accurate information. Assists customer in placing and issuing a CS ticket. Analyzes transactions, adjusts errors, creates timely return authorizations & ensures correct resolution. Expediting corrections or adjustments by conducting basic research and following up to ensure resolution. Provides timely and accurate information to incoming customer order status and product knowledge requests. Recommends potential and alternate products or services, order changes & claims by collecting customer information and analyzing customer needs. Provides timely feedback to the company regarding service failures or customer concerns. Partners with the sales team to meet and exceed customer service expectations. Uses sound judgement in decision making to achieve daily goals and to know when to escalate issues to the supervisor. Provide proper documentation on the order or claims handled. Prevent customer returns by ensuring accuracy of solutions provided. Consult regularly with Sales representative to review order process and review details to ensure customer expectations are met. Engages to the customer to ensure all important details are completed and ensure that expectations & Issues are properly addressed.